Christoph Peters
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Peters
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Christoph
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christoph.peters@unisg.ch
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+41 71 224 3717
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Now showing 1 - 10 of 72
  • Publication
    Generative AI in Customer Support Services: A Framework for Augmenting the Routines of Frontline Service Employees
    ( 2024-01-06)
    Philipp Reinhard
    ;
    Mahei Li
    ;
    Christoph Peters
    ;
    Jan Marco Leimeister
    Customer support service employees are facing an increased workload, while artificial intelligence (AI) appears to possess the potential to change the way we work. With the advent of modern types of generative AI, new opportunities to augment frontline service employees have emerged. However, little is known about how to integrate generative AI in customer support service organizations and purposefully change service employee work routines. Following multi-method qualitative research, we performed a literature review, conducted workshops, and interviewed IT support agents, managers, and AI experts. Thereby, we examine AI augmentation for frontline service employees in the context of IT support to carve out where and how GenAI can be leveraged to develop more efficient and higher-quality customer support. Our resulting framework reveals that especially adapting solutions and retaining knowledge is subject to a high degree of AI augmentation.
    Type: conference paper
    Journal: Hawaii International Conference on System Sciences (HICSS)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/118181
  • Publication
    Individualizing Patient Pathways through Modularization: Design and Evaluation of Healthcare-Specific Modularization Parameters
    ( 2023-01-06)
    Peters, Christoph
    ;
    Richter, Peggy
    Some classes of person-oriented services such as healthcare services require individualization to be effective. Individualizing services and corresponding patient pathways are costly. To provide such services in an individualized, but also efficient manner, service modularization is known as a solution. Until now, modularization parameters that take healthcare specificities into account are missing. This paper closes this gap. Following a design science research approach, we iteratively build and evaluate a set of healthcare-specific modularization parameters. For requirements elicitation, refinement of the modularization parameters and their evaluation, we conduct interviews with domain experts from patient pathways in oncology care as well as with service design and business development experts. As main theoretical contribution, this paper provides design knowledge for the modularization of healthcare services. For practice, the set of parameters assists healthcare providers in the efficient provision of individualized, patient-centric solutions and patient pathways.
    Type: conference paper
    Journal: Proceedings of the 56th Hawaii International Conference on System Sciences (HICSS 2023)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/107804
  • Publication
    Empowerment Effects in Human-machine Collaboration - A Systematic Literature Review and Directions on Hybrid Intelligence Behavior Patterns
    ( 2022-07-09)
    Akmeikina, Elisabeth
    ;
    Eilers, Karen
    ;
    Li, Mahei Manhai
    ;
    Peters, Christoph
    The potentials of artificial intelligence (AI) are manifold and their discussion has gained momentum in research and practice. In the same realm, AI also raises fears among employees of being replaced by AI technologies and, therefore, shying away from using it. Generally, employees want to be empowered to do their job and seek both more responsibility, as well as make their own decisions. In this paper, we conduct a systematic literature review that investigates the current state of the literature on the potential empowering effects of AI-based human-machine behavior. We thus sorted the literature into three behavioral categories: humans shape machine behavior, machines shape human behavior, human-machine co-behavior and crossed them with psychological empowerment dimensions of significance, competence, self-determination, and influence. Our results show corresponding literature streams and provide future research directions in a field that is likely to disrupt the way we work in the future.
    Type: conference paper
    Journal: Pacific Asia Conference on Information Systems (PACIS)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/108499
  • Publication
    Three Personality Trait Combinations for Agile Employees: The Relationship Between the Big Five and Agile Mindset
    ( 2022-12-14)
    Emmerich, Philipp
    ;
    Eilers, Karen
    ;
    Peters, Christoph
    ;
    Salomo, Sören
    Agile IT projects need employees who not only follow agile structures but have a specific attitude called the agile mindset. While the relevance of the agile mindset is clear, findings on when it can be developed, are very limited. Stable personality traits, like the big five, influence attitude. Providing how these traits interact with the agile mindset gives orientation regarding in which cases an agile mindset is more trainable than in other cases. To investigate these relationships, we conducted an online survey with 327 students of a project management lecture. As a result of our SEM and QCA analysis, we found three combinations of personality traits that influence the agile mindset including different extents of conscientiousness, openness, agreeableness and neuroticism. We deepen and extend the theory around the agile mindset and enable practitioners to choose data-driven cases for development activities. Limitations and future research based on these results are given.
    Type: conference paper
    Journal: International Conference on Information Systems (ICIS)
    URL: https://aisel.aisnet.org/icis2022/is_design/is_design/5/
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/107972
  • Publication
    Type: conference paper
    Journal: International Conference on Information Systems (ICIS)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/107973
  • Publication
    Requirements for an IT Support System based on Hybrid Intelligence
    ( 2022)
    Schmidt, Simon L.
    ;
    Li, Mahei
    ;
    Peters, Christoph
    In our digital world, all companies need IT support. The IT support staff is under high pressure solving user-based issues and facing an increase of heterogeneous systems. Hybrid intelligence could solve many issues due to the combination of machine power and the 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). 17 requirements from the literature and 21 requirements from 24 indepth interviews with IT support managers and support-agents from three different companies have been derived. These were evaluated and refined with a second interview series of five IT support stakeholders that led to a total of 24 consolidated requirements. Finally, these requirements were used to inform a system architecture for an ISSHI. This architecture shall serve as a foundation for future research directions regarding hybrid intelligence in IT support.
    Type: conference paper
    Journal: Hawai’i International Conference on System Sciences (HICSS)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/109512
  • Publication
    Why the Agile Mindset Matters
    ( 2021-08-03)
    Eilers, Karen
    ;
    Simmert, Benedikt
    ;
    Peters, Christoph
    ;
    Leimeister, Jan Marco
    Volatility, uncertainty, ambiguity, and complexity (VUCA) are drivers in today’s business world. Therefore, an increasing number of organizations implement agility (agile methods) to cope with the rapid and accelerating change. However, these agile transformations do not succeed unhindered, and some fail. One reason for that is the employees lacking an agile mindset and they do not support or participate in the transformation. So far, knowledge of the agile mindset is in its infancy. A conceptualization for developing a measuring instrument on the individual level is lacking. Furthermore, the relevance of the agile mindset regarding organizational performance in a VUCA world is still unclear. Our study aims to close this gap. To do so, we examine the agile mindset with 15 qualitative interviews and conduct an online survey (N=449) to predict organizational agility and organizational performance based on the agile mindset. As for results, we conceptualize the agile mindset as an attitude that comprises four dimensions: ’learning spirit’, ‘collaborative exchange’, ‘empowered self-guiding’, and ‘iterative value creation’. We have found an indirect effect of the agile mindset affecting organizational performance towards organizational agility. These findings contribute to the agility and management research by providing both a conceptualization and a measuring instrument for the agile mindset. Furthermore, the agile mindset´s relevance in agile transformation is explained and its relation to organizational performance outlined. For successful agile transformation, executives must focus on the agile mindset of their employees and foster this by e.g. being a role model.
    Type: conference paper
    Journal: Academy of Management Annual Meeting (AOM)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/110131
  • Publication
    Type: conference paper
    Journal: International Conference on Wirtschaftsinformatik (WI)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/110587
  • Publication
    Type: conference paper
    Journal: Conference of the European Association for Research on Services (RESER)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/109820
  • Publication
    Knowledge is Power: Provide your IT-Support with Domain-Specific High-Quality Solution Material
    (Springer, 2021)
    Schmidt, Simon L.
    ;
    Li, Mahei
    ;
    Weigel, Sascha
    ;
    Peters, Christoph
    As more and more business processes are based on IT services the high availability of these processes is dependent on the IT-Support. Thus, making the IT-Support a critical success factor of companies. This paper presents how this department can be supported by providing the staff with domain-specific and high-quality solution material to help employees faster when errors occur. The solution material is based on previously solved tickets because these contain precise domain-specific solutions narrowed down to e.g., specific versions and configurations of hard-/software used in the company. To retrieve the solution material ontologies are used that contain the domain-specific vocabulary needed. Because not all previously solved tickets contain high-quality solution material that helps the staff to fix issues the designed IT-Support system separates lowfrom high-quality solution material. This paper presents (a) theory- and practicalmotivated design requirements that describe the need for automatically retrieved solution material, (b) develops two major design principles to retrieve domainspecific and high-quality solution material, and (c) evaluates the instantiations of them as a prototype with organic real-world data. The results show that previously solved tickets of a company can be pre-processed and retrieved to ITSupport staff based on their current queries.
    Type: conference paper
    Journal: International Conference on Design Science Research in Information Systems and Technology (DESRIST)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/111306