Now showing 1 - 10 of 97
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A Value Co-Creation Perspective on Data Labeling in Hybrid Intelligence Systems: A Design Study

2023 , Mahei Manhai Li , Philipp Reinhard , Sarah Oeste-reiß , Christoph Peters , Jan Marco Leimeister

The adoption of innovative technologies confronts IT-Service-Management (ITSM) with an increasing volume and variety of requests. Artificial intelligence (AI) possesses the potential to augment customer service employees. However, the training data for AI systems are annotated by domain experts with little interest in labeling correctly due to their limited perceived value. Ultimately, insufficient labeled data leads to diminishing returns in AI performance. Following a design science research approach, we provide a novel human-in-the-loop (HIL) design for ITSM support ticket recommendations by incorporating a value co-creation perspective. The design incentivizes ITSM agents to provide labels during their everyday ticket-handling procedures. We develop a functional prototype based on 17,120 support tickets provided by a pilot partner as an instantiation and evaluate the design through accuracy metrics and user evaluations. Our evaluation revealed that recommendations after label improvement showed increased user ratings, and users are willing to contribute their domain knowledge. The improved labels can be utilized to continuously enhance the AI system as rewards showed increasing growth with decreasing marginal returns. Overall, our results emphasize agents' need for value-in-use by providing better results if they improve the labeling of support tickets pre-labeled by AI. Thus, we provide prescriptive knowledge of a novel HIL design that enables efficient and interactive labeling in the context of diverse applications of reinforcement learning systems.

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How to scale up contact-intensive services: ICT-enabled service innovation

2019 , Kleinschmidt, Stefan , Peters, Christoph , Leimeister, Jan Marco

Purpose While scaling is a viable approach to respond to growing demand, service providers in contactintensive services – such as education, healthcare, and social services – struggle to innovate their offerings. The reason is that the scaling of contact-intensive services – unlike purely digital settings – has resource limitations. To help ease the situation, the purpose of this article is to identify and describe the practices used in scaling contact-intensive services to support ICTenabled service innovation. Design/methodology/approach The research draws on an in-depth analysis of three contact-intensive services to examine service innovation practices. The analysis informs model development for service scaling. Findings The analysis uncovers three practices for service scaling – service interaction analysis, service pivoting, and service validation – and their related activities that are applied in a cyclic and iterative logic. Research limitations/implications While the findings reveal that the scalability of contact-intensive services is limited and determined by the formative characteristic of personal interaction, this study and its findings describe how to leverage scalability in contact-intensive services. Practical implications The insights into the practices enable service providers of contact-intensive services to iteratively revise their service offerings and the logic of creating value with the service. Originality/value This research identifies and describes for the first time the practices for the scaling of contactintensive services as an operationalisation of ICT-enabled service innovation.

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Von Kunden für Kunden: Crowd Services als Erweiterung der Digital Customer Experience

2017 , Mrass, Volkmar , Peters, Christoph , Leimeister, Jan Marco

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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.

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Why the agile mindset matters

2022-04-06 , Eilers, Karen , Peters, Christoph , Leimeister, Jan Marco

Volatility, uncertainty, complexity, and ambiguity (VUCA) are drivers in today's business world. To perform amid this accelerated change and the digitalization progress, organizations are implementing agility. However, such an implementation does not happen without stumbling blocks and some fail. One reason for this is actors’ agile mindset (AM), which is necessary to deal succefully within a VUCA environment. Knowledge of the AM is in its infancy and conceptualization and measuring tools for it are lacking. Furthermore, the relation of the AM in terms of strategic agility and performance is still unclear. Our study aims to close these gaps. We examine AM through 15 interviews and a survey (N = 449) to predict strategic agility and performance. As a result, we conceptualize AM as an attitude that comprises four dimensions: attitude towards 1) learning spirit, 2) collaborative exchange, 3) empowered self-guidance, and 4) customer co-creation. Furthermore, we describe how actors with an AM deal with new technologies. We found that AM affects organizational performance mediated by strategic agility. These findings contribute to the agility and management research by providing a conceptualization and measuring instrument for AM. Furthermore, its relevance for strategic agility is explained and its relationship with organizational performance outlined

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Conquering the Challenge of Continuous Business Model Improvement Design of a Repeatable Process

2018 , Simmert, Benedikt , Ebel, Philipp , Peters, Christoph , Bittner, Eva Alice Christiane , Leimeister, Jan Marco

In an atmosphere of rapidly changing business environments and intense competition, adequate and timely business models are crucial for companies. Current research mainly focuses on business model development that often neglects the legacy of established companies. The paper at hand addresses this research gap by a process design which allows established companies to rethink, improve, and continually innovate their business models. Following a design science research approach, requirements for improving business models are identified by the analysis of existing literature and by expert interviews. Collaboration Engineering and a multilevel evaluation are applied to create a continuous and implementable process design for business model improvement – including specific activities, instructions, and tools. The process design represents a nascent design theory in form of an “invention” type of knowledge contribution. Moreover, going beyond existing literature, the importance of collaboration between participants in a business model improvement project is highlighted. From a practical perspective, the developed process design enables companies for continuous and recurring business model improvement without the ongoing support of professional moderators or consultants.

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Anatomy of Successful Business Models for Complex Services: Insights from the Telemedicine Field

2015-12-16 , Peters, Christoph , Blohm, Ivo , Leimeister, Jan Marco

Telemedicine services may improve the quality of life of individuals while also reducing the costs of service provisioning. They represent an important but as yet understudied type of complex services that integrates many stakeholders acting in service value networks. These complex services typically comprise a combination of information technology (IT) services and highly person-oriented, non-IT services, and are characterized by long service delivery periods. In such an environment, it is particularly difficult to generate successful and sustainable business models, which are necessary for the widespread provision of telemedicine services. Following a design research approach, we develop and evaluate the CompBizMod framework, a morphological box allowing for: (1) the analysis, description, and classification of telemedicine business models, (2) the identification of white spots for future business opportunities, (3) and the identification of patterns for successful business models. We contribute to the literature by presenting a specific business model framework and identifying three business model patterns in the telemedicine industry. We exhibit how business models for complex services can be decomposed into their constituent elements and present an easy and replicable approach for identifying business model patterns in a given industry.

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How Companies Can Benefit from Interlinking External Crowds and Internal Employees

2021-03-01 , Mrass, Volkmar , Peters, Christoph , Leimeister, Jan Marco

Based on insights from an engineering design project conducted by Airbus and Local Motors, we describe how companies can leverage hybrid working by interlinking external crowds and internal employees, to increase the agility, quality and speed of product development. We identify the benefits and risks of hybrid working and describe the different ways of interlinking external crowds and internal employees. Finally, we provide recommendations for company executives who want to explore the use of hybrid working

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Managing disruptive innovation through service systems - Crowdlending in the banking industry

2017 , Blohm, Ivo , Haas, Philipp , Peters, Christoph , Jakob, Thomas , Leimeister, Jan Marco

The Internet has affected and partially radically changed the business models of traditional industries. Crowdfunding as a new concept of funding over the Internet by a large crowd has especially gained maturity. Crowdfunding offerings range from funding charitable projects or innovative gadgets to a funding alternative for start-ups or small businesses. Therefore, crowdfunding represents an innovative way to provide liquidity for illiquid markets. With regard to the banking crisis and the growing skepticism toward banks, crowdfunding is seen as a more transparent, democratic, and entertaining way of funding, which makes it highly attractive for banks. A senior innovation manager of The Bank of Switzerland (TBOS), one of Switzerland's largest and most traditional banks, recognized the disruptive and beneficial potential of crowdlending. By facing strong resentments, he developed the idea of TBOS engaging in crowdlending by collaborating with a start-up by bundling competencies in a service system.

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Interview: Telemedizin – Stand, Herausforderungen und Lösungsansätze

2014 , Peters, Christoph , Leimeister, Jan Marco , Möller, Klaus , Schultze, Wolfgang