Poser, M., Hörhold, H.K. & Bittner, E. (2023): May the Guide Be With You: CA-facilitated Information Elicitation to Prevent Service Failure. 31st European Conference on Information Systems (ECIS).

Banerjee, D., Poser, M., Wiethof, C., Subramanian, V. S., Paucar, S., Bittner, E. A. C., Biemann, C. (2023). A System for Human-AI Collaboration for Online Customer Support. 37th AAAI Conference on Artificial Intelligence.

Lewandowski, T., Poser, M., Kučević, E., Heuer, M., Hellmich, J., Raykhlin, M., Blum, S. Böhmann, T. (2023). Leveraging the Potential of Conversational Agents: Quality Criteria for the Continuous Evaluation and Improvement. Hawaii International Conference on System Sciences (HICSS).

Uba, C., Lewandowski, T., Böhmann, T. (2023). The AI-based Transformation of Organizations: The 3D-Model for Guiding Enterprise-wide AI Change. Hawaii International Conference on System Sciences (HICSS).


Wiethof, C., Poser, M., & Bittner, E.A.C. (2022). Design and Evaluation of an Employee-Facing Conversational Agent in Online Customer Service. Pacific Asia Conference on Information Systems (PACIS) 2022, virtual conference.

Banerjee D., Nair P. A., Kaur J. N., Usbeck R., & Biemann C. (2022). Modern Baselines for SPARQL Semantic Parsing

Poser, M., Wiethof, C., & Bittner, E.A.C. (2022). Integration of AI into Customer Service: A Taxonomy to Inform Design Decisions. 30th European Conference on Information Systems (ECIS), Timisoara, Rumänien.

Poser, M., Wiethof, C., Banerjee, D., Subramanian, V.S., Paucar, R., & Bittner, E. A.C. (2022). Let’s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service. 17th International Conference on Design Science Research in Information Systems and Technology (DESRIST), St. Petersburg, USA. Best Student Paper.

Poser, M., Hackbarth, T., & Bittner, E. A. C. (2022). Don’t Throw It Over the Fence! Toward Effective Handover from Conversational Agents to Service Employees. 24th International Conference on Human-Computer Interaction (HCII), virtual conference.

Lewandowski, T., Heuer, M., Vogel, P., & Böhmann, T. (2022). Design Knowledge for the Lifecycle Management of Conversational Agents. International Conference on Wirtschaftsinformatik (WI22).

Poser, M., & Bittner, E. A. C. (2021). (Re)Designing IT Support: How Embedded and Conversational AI Can Augment Technical Support Work. 42nd International Conference on Information Systems (ICIS), Austin, USA.

Lewandowski, T., Delling, J., Grotherr, C., & Böhmann, T. (2021). State-of-the-Art Analysis of Adopting AI-based Conversational Agents in Organizations: A Systematic Literature Review. Pacific Asia Conference on Information Systems (PACIS), virtual conference,

Poser, M., Singh S., & Bittner, E. A. C. (2021). Hybrid Service Recovery: Design for Seamless Inquiry Handovers between Conversational Agents and Human Service Agents. 54th Hawaii International Conference on System Sciences (HICSS), virtual conference.

Semmann, M., Grotherr, C., Vogel, P., Bittner, E., Biemann, C., & Böhmann, T. (2018). Intelligent Collaboration of Humans and Language-Based Assistants (INSTANT). Thirty Ninth International Conference on Information Systems, San Francisco 2018


Weitere Links

Dieses Forschungs- und Entwicklungsprojekt INSTANT wird im Rahmen des Programms „Zukunft der Arbeit“ (02L18A110ff.) vom Bundesministerium für Bildung und Forschung (BMBF) und dem Europäischen Sozialfonds (ESF) gefördert und vom Projektträger Karlsruhe (PTKA) betreut.
Projektlaufzeit: 01.03.2020 bis 28.02.2023
Förderkennzeichen: 02L18A110ff.