The aim of the joint project, which is funded by the Federal Ministry of Education and Research, is to develop and test innovative services and business models that result from the consistent networking of the entire value creation networks. German companies can collaborate with their employees and users to develop new services and business models.
Generate smart services and thus secure a sustainable competitive advantage. Good support requires speed and user-centricity.
In the project HISS a concept is being developed that combines adaptive artificial intelligence (AI) via state-of-the-art bot technology with classic support. In addition, the concept will be supplemented by crowd-based approaches to be applied in the special case of support. The goal is a service system that increases efficiency potential through automation and improves support services in a user-centred way.
This ensures that support staff self-determine a large proportion of simple questions for processing by AI. In this way, employees have the opportunity to free themselves from particularly "annoying" tasks in order to concentrate on the more demanding tasks.
Funded by: BMBF
Funding code: 02K18D060
Project website: http://www.projekt-hiss.de