The Use of AI-Based Assistance Systems in the Service Sector: Opportunities, Challenges and Applications

Link, Maike; Dukino, Claudia; Ganz, Walter; Hamann, Karin; Schnalzer, Kathrin

doi:10.1007/978-3-030-51369-6_2

Cited by 6 publications

(3 citation statements)

References 5 publications

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“…In recent years, there has been increasing interest in utilising AI for tackling difficult problems in traditional domains like adopting AI in the construction industry [14], localisation in robotic applications [15], assistance systems in the service sector [16], financial forecasting [17], improving workflow in the oil and gas industry [18], planning and scheduling [19], monitoring ocean contamination [20], remote sensing for search and rescue [21], and it has even been used in the life cycle of material discovery [22]. The health care industry has adopted AI-based machine-learning techniques for classifying medical images [23], guiding cancer diagnosis [24], as screening tools for diabetes [25], and ultimately to improve the clinical workflow in the practice of medicine [26].…”

Section: Related Workmentioning

confidence: 99%

Supporting the Demand on Mental Health Services with AI-Based Conversational Large Language Models (LLMs)

Lai,

Shi,

et al. 2023

BioMedInformatics

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The demand for psychological counselling has grown significantly in recent years, particularly with the global outbreak of COVID-19, which heightened the need for timely and professional mental health support. Online psychological counselling emerged as the predominant mode of providing services in response to this demand. In this study, we propose the Psy-LLM framework, an AI-based assistive tool leveraging large language models (LLMs) for question answering in psychological consultation settings to ease the demand on mental health professions. Our framework combines pre-trained LLMs with real-world professional questions-and-answers (Q&A) from psychologists and extensively crawled psychological articles. The Psy-LLM framework serves as a front-end tool for healthcare professionals, allowing them to provide immediate responses and mindfulness activities to alleviate patient stress. Additionally, it functions as a screening tool to identify urgent cases requiring further assistance. We evaluated the framework using intrinsic metrics, such as perplexity, and extrinsic evaluation metrics, including human participant assessments of response helpfulness, fluency, relevance, and logic. The results demonstrate the effectiveness of the Psy-LLM framework in generating coherent and relevant answers to psychological questions. This article discusses the potential and limitations of using large language models to enhance mental health support through AI technologies.

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Section: Related Workmentioning

confidence: 99%

Supporting the Demand on Mental Health Services with AI-Based Conversational Large Language Models (LLMs)

Lai,

Shi,

et al. 2023

BioMedInformatics

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“…Zukünftig gilt es vermehrt, aktuelle Trendthemen, wie den Einsatz Künstlicher Intelligenz, mit in die Gestaltung von Lern-und Arbeitsorganisationen einzubeziehen [20]. Ebenfalls noch am Anfang der Forschung steht der systematische Einbezug von virtuellen Räumen in die betriebliche Aus-und Weiterbildung.…”

Section: Künstliche Intelligenz Und Extended Reality Als Trendthemen unclassified

TransWork – Transformation der Arbeit durch Digitalisierung

Schnalzer

Mütze‐Niewöhner

Jeske

et al. 2021

Arbeit in Der Digitalisierten Welt

Self Cite

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ZusammenfassungIm Rahmen des Beitrags werden die Forschungsergebnisse der TransWork (Transformation der Arbeit durch Digitalisierung) Projektpartner anwendungsorientiert dargestellt. Die fünf TransWork Teilvorhaben stellen Ergebnisse zu den Themen Kompetenzentwicklung, Beherrschung von Komplexität, Produktivitätsmanagement und Gestaltung sowie Regulierung von Arbeit vor. Dabei werden Lösungsansätze, Handlungsempfehlungen und unterstützende Faktoren für betriebliche Normsetzungsakteure und Anwendungsunternehmen aufgezeigt, die dafür genutzt werden können, den Herausforderungen durch Digitalisierung und der Automatisierung innerhalb der Arbeitswelt zu begegnen

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“…With the help of so-called "learning nuggets", the employee would be presented with information such as minutes from the previous meetings, new company or product information that may be of interest to the customer, or products manufactured by the target company. This lets the employee recall important information which they can put to good use during the customer sales call and the customer feels appreciated Link, Dukino, et al, 2020).…”

Section: Current Examples Of Research and Applicationmentioning

confidence: 99%

Successfully developing workplace-related skills using digital assistance systems

Bauer¹,

Link²,

Ganz³

2021

Competence Development and Learning Assistance Systems for the Data-Driven Future

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An important aspect for companies in dealing with the demands of the working world is the continuous and requirement-specific further training of employees. The possibility of workplace-related learning has a major importance in this context. In this context, digital assistance systems can be used to provide targeted support for the learning process. This paper presents current research findings from the funding priority "Work in the Digitalized world" on the use of digital assistance systems for competence development as well as on relevant design criteria for the development and implementation of workplace-related learning assistance systems. In addition, the article explores the question of what role artificial intelligence (AI) can play as a learning technology in in-house further training. In this context, the article highlights the challenges and associated design options for AI-supported learning in the process of work. Finally, the development and design of symbiotic interaction (human-machine) will be addressed and the possibility of reciprocal learning in the interaction between humans and assistance systems will be highlighted.

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The Use of AI-Based Assistance Systems in the Service Sector: Opportunities, Challenges and Applications

Cited by 6 publications

References 5 publications

Supporting the Demand on Mental Health Services with AI-Based Conversational Large Language Models (LLMs)

Supporting the Demand on Mental Health Services with AI-Based Conversational Large Language Models (LLMs)

TransWork – Transformation der Arbeit durch Digitalisierung

Successfully developing workplace-related skills using digital assistance systems

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