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Ersetzt die KI das Wissensmanagement im Service?

In: Services Management und Künstliche Intelligenz

Author

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  • Kai Altenfelder

    (AFSMI e.V.)

Abstract

Zusammenfassung Der Hype um die Möglichkeiten der Large Language Models (LLM) veranlasste Befürworter der KI-Technologie zu der Aussage, dass es keines Wissensmanagements in Organisationen mehr bedürfe und auch Menschen auf absehbare Zeit keine Rolle mehr im Service spielen würden. Der Beitrag beschreibt zwei Methodenwerke für Wissensmanagement in Serviceorganisationen und untersucht, an welchen Stellen KI-basierte Lösungen einen Nutzen beisteuern können und welchen Beschränkungen sie unterliegen.

Suggested Citation

  • Kai Altenfelder, 2025. "Ersetzt die KI das Wissensmanagement im Service?," Springer Books, in: Kai Altenfelder & Sonja Kieffer-Radwan & Dieter Schönfeld (ed.), Services Management und Künstliche Intelligenz, chapter 9, pages 121-148, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-46665-7_9
    DOI: 10.1007/978-3-658-46665-7_9
    as

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