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Jan Marco Leimeister
Title
Prof. Dr.
Last Name
Leimeister
First name
Jan Marco
Email
janmarco.leimeister@unisg.ch
Phone
+41 71 224 3330
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1 - 3 of 3
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PublicationCognitive automationFacilitated by AI technology, the phenomenon of cognitive automation extends the scope of deterministic business process automation (BPA) through the probabilistic automation of knowledge and service work. By transforming work systems through cognitive automation, organizations are provided with vast strategic opportunities to gain business value. However, research lacks a unified conceptual lens on cognitive automation, which hinders scientific progress. Thus, based on a Systematic Literature Review, we describe the fundamentals of cognitive automation and provide an integrated conceptualization. We provide an overview of the major BPA approaches such as workflow management, robotic process automation, and Machine Learning-facilitated BPA while emphasizing their complementary relationships. Furthermore, we show how the phenomenon of cognitive automation can be instantiated by Machine Learning-facilitated BPA systems that operate along the spectrum of lightweight and heavyweight IT implementations in larger IS ecosystems. Based on this, we describe the relevance and opportunities of cognitive automation in Information Systems research.Type: journal articleJournal: Electronic MarketsVolume: 32Issue: 1
Scopus© Citations 25 -
PublicationVoice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomesVoice-based interfaces provide new opportunities for firms to interact with consumers along the customer journey. The current work demonstrates across four studies that voice-based (as opposed to text-based) interfaces promote more flow-like user experiences, resulting in more positively-valenced service experiences, and ultimately more favorable behavioral firm outcomes (i.e., contract renewal, conversion rates, and consumer sentiment). Moreover, we also provide evidence for two important boundary conditions that reduce such flow-like user experiences in voice-based interfaces (i.e., semantic disfluency and the amount of conversational turns). The findings of this research highlight how fundamental theories of human communication can be harnessed to create more experiential service experiences with positive downstream consequences for consumers and firms. These findings have important practical implications for firms that aim at leveraging the potential of voice-based interfaces to improve consumers' service experiences and the theory-driven ''conversational design'' of voice-based interfaces.Type: journal articleJournal: Journal of the Academy of Marketing Science (JAMS)Volume: 51Issue: 4
Scopus© Citations 22 -
PublicationHybrid Intelligence(Springer Fachmedien, 2019)
;Dellermann, DominikResearch has a long history of discussing what is superior in predicting certain outcomes: statistical methods or the human brain. This debate has repeatedly been sparked off by the remarkable technological advances in the field of artificial intelligence (AI), such as solving tasks like object and speech recognition, achieving significant improvements in accuracy through deep-learning algorithms (Goodfellow et al. 2016), or combining various methods of computational intelligence, such as fuzzy logic, genetic algorithms, and case-based reasoning (Medsker 2012). One of the implicit promises that underlie these advancements is that machines will 1 day be capable of performing complex tasks or may even supersede humans in performing these tasks. This triggers new heated debates of when machines will ultimately replace humans (McAfee and Brynjolfsson 2017). While previous research has proved that AI performs well in some clearly defined tasks such as playing chess, playing Go...Type: journal articleJournal: Business & Information Systems EngineeringVolume: 61Issue: 5