In his keynote speech at the online conference "Arbeits- und Dienstleistungsforschung: Ergebnisse und Perspektiven" (Work and Service Research: Results and Perspectives) organized by ver.di, Prof. Dr. Jan Marco Leimeister provided insights into the research project "Hybrid Intelligence Service Support"(HISS). The exciting findings, which combine AI-supported service support and employee-centeredness, led to a lively discussion and generated interested questions from the audience. Within the project, coordinated by Dr. Christoph Peters, Mahei Li and Karen Eilers from the University of Kassel, all relevant stakeholders of a service support system participate in an agile consortium in the development of AI-supported support. Thus, human-related issues can be integrated in a lightweight and fast way and good service work structures can be designed and implemented.