Requirements for an IT Support System based on Hybrid Intelligence
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Date
2022-01-04
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In our digital world, all companies need IT support. IT support staff are under increasing pressure solving increasingly heterogeneous user tickets. Hybrid intelligence could solve many issues due to the combination of machine power and individual strengths of humans. As a part of a bigger design science research project, this paper derives requirements for an IT support system based on hybrid intelligence (ISSHI): In total 17 literature-based requirements and 21 interview-based requirements with IT-support managers and support agents from three different companies were consolidated into 24 requirements to inform an ISSHI system architecture. This architecture serves as a foundation for future research regarding hybrid intelligence in IT support.
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Design and Appropriation of Knowledge and AI Systems, hi, hybrid intelligence, it support, requirements elicitation
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10 pages
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Proceedings of the 55th Hawaii International Conference on System Sciences
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Attribution-NonCommercial-NoDerivatives 4.0 International
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