Requirements for an IT Support System based on Hybrid Intelligence

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dc.contributor.authorSchmidt, Simon
dc.contributor.authorLi, Mahei
dc.contributor.authorPeters, Christoph
dc.date.accessioned2021-12-24T18:06:35Z
dc.date.available2021-12-24T18:06:35Z
dc.date.issued2022-01-04
dc.description.abstractIn 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.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2022.630
dc.identifier.isbn978-0-9981331-5-7
dc.identifier.urihttp://hdl.handle.net/10125/79968
dc.language.isoeng
dc.relation.ispartofProceedings of the 55th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectDesign and Appropriation of Knowledge and AI Systems
dc.subjecthi
dc.subjecthybrid intelligence
dc.subjectit support
dc.subjectrequirements elicitation
dc.titleRequirements for an IT Support System based on Hybrid Intelligence
dc.type.dcmitext

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