The paper "A Value Co-Creation Perspective on Data Labeling in Hybrid Intelligence Systems: A Design Study" by Mahei Manhai Li, Philipp Reinhard, Christoph Peters, Sarah Oeste-Reiss, Jan Marco Leimeister has been accepted for publication in the journal "Information Systems" and will appear in February 2024 (Volume 120). The journal "Information Systems - Data: Creation, Management and Utilization" specializes in research for data-intensive applications.

The study addressed in the paper deals with the growing challenges in IT service management caused by the increasing number and complexity of requests in the digital era. The research team developed a novel human-in-the-loop (HIL) design for ITSM support ticket recommendations. This approach not only improves the accuracy of AI systems, but also actively engages ITSM agents in the process of data tagging, enabling effective collaboration between human intelligence and AI.

Key research findings:

Innovative HIL design: the research shows how ITSM agents can be integrated into the data labeling process through HIL design. This encourages active agent participation and leverages their expertise to improve AI performance.

Value co-creation approach: The approach emphasizes the importance of value co-creation in AI systems by ensuring that ITSM agents recognize the immediate benefits of their contributions.

Practical applicability and benefits: The study results have far-reaching implications for both academic research and practical application in the field of ITSM. They show new ways in which AI systems can be designed more efficiently and effectively with the active participation of human actors.

The paper can be viewed at https://www.sciencedirect.com/science/article/pii/S0306437923001473 

Mahei Manhai Li, Philipp Reinhard, Christoph Peters, Sarah Oeste-Reiss, Jan Marco Leimeister "A Value Co-Creation Perspective on Data Labeling in Hybrid Intelligence Systems: A Design Study." Information Systems (2023): 102311.