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Smart Services pp 63–77Cite as

Hybride Mensch-KI Service-Agenten

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Part of the Forum Dienstleistungsmanagement book series (FD)

Zusammenfassung

Dieser Beitrag stellt einen ersten Schritt zur Entwicklung eines gemeinsamen Verständnisses von hybriden Mensch-KI Service-Agenten dar. In diesen Hybridsystemen arbeiten KI-Agenten (z.B. Chatbots) und menschliche Agenten (z.B. Kundenservice-Mitarbeitende) dynamisch zusammen und treten dem Kunden gegenüber als integrierte Einheit auf. Anhand eines Praxisbeispiels aus dem Kundenservice betrachten wir die Schnittstellen und Prozesse eines hybriden Service-Agenten aus Kunden-, Mitarbeitenden- und Managementsicht. Abschließend geben wir einen Ausblick auf offene Fragestellungen und zukünftige Forschungsbedarfe.

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Author information

Authors and Affiliations

  1. Karlsruher Institut für Technologie, Karlsruhe, Deutschland

    Ulrich Gnewuch & Alexander Maedche

Authors
  1. Ulrich Gnewuch
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  2. Alexander Maedche
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Corresponding author

Correspondence to Ulrich Gnewuch .

Editor information

Editors and Affiliations

  1. Professor für Marketing und Unternehmensführung, Universität Basel, Basel, Basel Stadt, Schweiz

    Prof.Dr.Dr.h.c.mult. Manfred Bruhn

  2. Lehrstuhl für BWL, Universität Hohenheim, Stuttgart, Baden-Württemberg, Deutschland

    Prof. Dr. Karsten Hadwich

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Gnewuch, U., Maedche, A. (2022). Hybride Mensch-KI Service-Agenten. In: Bruhn, M., Hadwich, K. (eds) Smart Services. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-37384-9_2

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  • DOI: https://doi.org/10.1007/978-3-658-37384-9_2

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  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-37383-2

  • Online ISBN: 978-3-658-37384-9

  • eBook Packages: Business and Economics (German Language)

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