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Künstliche Intelligenz im Enterprise Service Management

In: Künstliche Intelligenz

Author

Listed:
  • Adrian Engelbrecht

    (Serviceware SE,)

  • Luisa Pumplun

    (Technische Universität Darmstadt)

  • Cordula Bauer

    (Serviceware SE,)

  • Karina Vida

    (Serviceware SE,)

Abstract

Zusammenfassung In vielen Unternehmen ist ein guter Kundenservice zentral für den Erfolg. Künstliche Intelligenz (KI) bietet die Möglichkeit, Serviceangebote zu verbessern und Kosten zu senken. Vor allem die Fortschritte im Natural Language Processing (NLP) bieten neue Möglichkeiten im Service Management, da sich das Verständnis menschlicher Sprache durch Maschinen verbessert. In diesem Kapitel werden mit dem Automated Ticket Routing und Question Answering zwei Anwendungsfälle der KI im Service Management beschrieben sowie zugrunde liegende Methoden erklärt. Der letzte Abschnitt widmet sich darüber hinaus den Herausforderungen, die bei der Implementierung von KI im Allgemeinen zu beachten sind, und schließt mit zugehörigen Handlungsempfehlungen.

Suggested Citation

  • Adrian Engelbrecht & Luisa Pumplun & Cordula Bauer & Karina Vida, 2021. "Künstliche Intelligenz im Enterprise Service Management," Springer Books, in: Peter Buxmann & Holger Schmidt (ed.), Künstliche Intelligenz, edition 2, chapter 9, pages 149-163, Springer.
    • Handle: RePEc:spr:sprchp:978-3-662-61794-6_9
    DOI: 10.1007/978-3-662-61794-6_9
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