Requirements for an IT Support System based on Hybrid Intelligence

Date
2022-01-04
Authors
Schmidt, Simon
Li, Mahei
Peters, Christoph
Contributor
Advisor
Department
Instructor
Depositor
Speaker
Researcher
Consultant
Interviewer
Journal Title
Journal ISSN
Volume Title
Publisher
Volume
Number/Issue
Starting Page
Ending Page
Alternative Title
Abstract
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.
Description
Keywords
Design and Appropriation of Knowledge and AI Systems, hi, hybrid intelligence, it support, requirements elicitation
Citation
Extent
10 pages
Format
Geographic Location
Time Period
Related To
Proceedings of the 55th Hawaii International Conference on System Sciences
Rights
Attribution-NonCommercial-NoDerivatives 4.0 International
Rights Holder
Email libraryada-l@lists.hawaii.edu if you need this content in ADA-compliant format.