Requirements for an IT Support System based on Hybrid Intelligence

dc.contributor.author Schmidt, Simon
dc.contributor.author Li, Mahei
dc.contributor.author Peters, Christoph
dc.date.accessioned 2021-12-24T18:06:35Z
dc.date.available 2021-12-24T18:06:35Z
dc.date.issued 2022-01-04
dc.description.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.
dc.format.extent 10 pages
dc.identifier.doi 10.24251/HICSS.2022.630
dc.identifier.isbn 978-0-9981331-5-7
dc.identifier.uri http://hdl.handle.net/10125/79968
dc.language.iso eng
dc.relation.ispartof Proceedings of the 55th Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject Design and Appropriation of Knowledge and AI Systems
dc.subject hi
dc.subject hybrid intelligence
dc.subject it support
dc.subject requirements elicitation
dc.title Requirements for an IT Support System based on Hybrid Intelligence
dc.type.dcmi text
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