In the Hessische Niedersächsische Allgemeine (HNA) from 14.9.2020 an article about a project recently started at the Department of Information Systems (Prof. Dr. Jan Marco Leimeister) and funded by the German Federal Ministry of Education and Research(BMBF) has been published. The article is based on an interview with Dr. Christoph Peters, research group and project leader at the Department of Information Systems at the University of Kassel, and is entitled "Relieving the flood of questions - researchers want to help IT support staff with artificial intelligence". The content is about the joint project "Hybrid Intelligence Service Support(HISS)" and about supporting the employees in IT support with the help of
artificial intelligence(AI) by channeling IT inquiries and partially automating the answers in coping with the flood of inquiries, relieving them and optimizing the quality of their work - with the goal of a cooperation between man and machine that is as seamless as possible, but in which the human being is the focus.

You can access the HNA article   here .