HISS Project Meeting at ISF Munich

After long remote work phases, the project team of HISS - Hybrid Intelligence Service Support  - finally met again on site. At the premises of the Institut für sozialwissenschaftliche Forschung e.V. (ISF Munich), the representatives of the development and piloting partners, including Dr. Mahei Li and Philipp Reinhard from the Chair of Business Informatics at the University of Kassel, and the project sponsor Christoph Ziegler from PTKA worked on the goals for the coming year 2023 and on possible piloting approaches in the companies. The meeting focused on developing a common direction for the final year of HISS. In addition to the on-site participants, other consortium partners joined remotely. Thanks to the hybrid workshop design and appropriate technology, all partners and team members were thus able to participate in the landmark project meeting and contribute to shaping the IT support of tomorrow.

At the beginning, Dr. Mahei Li  from the Department of Information Systems at the University of Kassel presented the status quo and gave a review of the last year and all research and development strands of the HISS project. This was followed by keynote presentations by the project partners and the development team. Among other things, participants were able to follow the progress of chatbot development at Starke+Reichert as well as discover new approaches in the field of data analysis of ticket data for themselves. A highlight was the live demo of Cognigy's Agent Assist. Research associate and HISS Product Owner, Philipp Reinhard, presented possible use cases for the support and augmentation of IT support staff during communication with customers. Intensive discussions already arose during the keynote presentations. These were then continued in several workshops. The participants contributed new target proposals, clustered them and categorized them according to effort and benefit. With the results, the project team can set the course for the coming year. Key learnings from the project meeting included the planned integration of the individual solution modules, the use of the HISS interface in the live systems of the piloting partners, the improvement of data analysis, and the development and piloting of an Agent Assist use case. Additionally, we discussed the key exploitation strategies of the project partners and how the project can contribute to the sustainable design and integration of the innovations in practice.

Both the results of the workshop and the exchange highlighted the high practical relevance of the interim project results and promise a sustainable collaboration.