Mahei Li
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Dr.
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Li
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Mahei
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mahei.li@unisg.ch

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  • 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
    Type: conference paper
    Journal: International Conference on Information Systems (ICIS)
    URL: https://aisel.aisnet.org/icis2019/learning_environ/learning_environ/1/
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/99412
  • Publication
    From Service Systems Engineering to Service Innovation - A Modeling Approach
    ( 2019-06-10)
    Li, Mahei
    ;
    Peters, Christoph
    Due to the advent of digitization, service innovation has become even more important for both business and service research alike. Current service systems engineering approaches have employed a recombinant perspective that follows innovation mechanisms to leverage existing company resources for new service innovations. Employing these innovation mechanisms is still challenging, since there is little support on how to structure and identify these mechanisms. We propose a model-based service system engineering approach to structure existing resources into one formal model, enabling the formalization of service innovation mechanisms. The formalized service innovation mechanisms allow for a graphical illustration and enable future research to apply functions to analyze how innovation impacts entire or specific parts of service systems. Furthermore, the mathematical model enables an object-oriented value-driven perspective on service systems and is basis for graphical software tools. We contribute to literature by formalizing service innovations and its mechanisms in the context of service systems and by combining concepts of service innovation and service systems engineering. We do so by a) formalizing service innovation mechanisms and b) demonstrating the application of formal service innovations along one specific software implementation case. For practice, the service system model can with simulating the effects of service innovations.
    Type: conference paper
    Journal: European Conference on Information Systems (ECIS)
    URL: https://aisel.aisnet.org/ecis2019_rp/174/
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/98563