The Hessische Niedersächsische Allgemeine (HNA) of 14.9.2020 published an article about a project recently launched at the Department of Information Systems (Prof. Dr. Jan Marco Leimeister) and funded by the Federal Ministry of Education and Research(BMBF). 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 "Relief from the flood of questions - researchers want to help employees in IT support with artificial intelligence". In terms of content, it is about the joint project "Hybrid Intelligence Service Support(HISS)" and about helping IT support staff to cope with the flood of inquiries, relieving them and optimizing the quality of their work with the help of
artificial intelligence(AI) by channeling IT inquiries and partially automating the answers - with the aim of achieving the most seamless possible cooperation between man and machine, but with the focus on people.

You can download the HNA article here.