In German industry, there is a fundamental change in the creation of value from products to services. Novel business models are in demand that require German SMEs to leverage and market their internal service knowledge.

However, the necessary service knowledge about industrial plants and machinery exceeds the knowledge of individual service technicians and in some cases even of the companies. Along with the shortage of skilled workers, German SMEs will face an enormous challenge in the coming years to secure their lead in the provision of services.

In order to support the German SMEss, Service-Meister will develop an AI-based cross-departmental and cross-company service platform.

An important subgoal is to enable less trained specialists for complex services with the help of digital advisors such as AI-based Service-Bots and Smart Services. As a second subgoal, the provision of digitalized service knowledge on a platform should enable cross-company scalability of services. This creates a service ecosystem that counteracts the shortage of skilled workers in Germany and makes German SMEs competitive in the long term—within the German and global market.


Bundesministerium für Wirtschaft und Energie (BMWi)





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Involved DSI Researchers



Conference Papers
Adaptive Conversational Agents: Exploring the Effect of Individualized Design on User Experience
Riefle, L.; Alamo Alonso, S.; Jungnitz, M.; Rothmaier, A.; Wiegand, H.; Zacateco Herrera, R.; Benz, C.
2023. Proceedings of the Thirty-First European Conference on Information Systems (ECIS)
Conference Papers
“May I Help You?”: Exploring the Effect of Individuals’ Self-Efficacy on the Use of Conversational Agents
Riefle, L.; Benz, C.; Tomar, T.
2022. Proceedings of the Forty-Third International Conference on Information Systems (ICIS)
What Fits Tim Might Not Fit Tom: Exploring the Impact of User Characteristics on Users’ Experience with Conversational Interaction Modalities
Riefle, L.; Brand, A.; Mietz, J.; Rombach, L.; Szekat, C.; Benz, C.
2022. Proceedings of the 17th International Conference on Wirtschaftsinformatik
Conference Papers
Industrial Corporation’s Transformation into a Digital Platform Provider: A Case Study on Enablers
Riefle, L.; Eisold, M.; Benz, C.
2021. 23rd IEEE Conference on Business Informatics (IEEE CBI 2021), Bozen, I, September 1-3, 2021, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/CBI52690.2021.00024
Opening the Black Box of Digital B2B Co-Creation Platforms: A Taxonomy
Abendroth, J.; Riefle, L.; Benz, C.
2021. Proceedings of the 16th International Conference on Wirtschaftsinformatik (WI)
Co-Creating Value in B2B Platform Ecosystems – Towards a Deeper Understanding of the Emergence and Nature of Actor Engagement [in press]
Benz, C.; Riefle, L.; Schwarz, C.
2021. Proceedings of the 16th International Conference on Wirtschaftsinformatik (WI)
User-specific Determinants of Conversational Agent Usage: A Review and Potential for Future Research
Riefle, L.; Benz, C.
2021. Innovation Through Information Systems: Volume II: A Collection of Latest Research on Technology Issues. Ed.: F. Ahlemann, 115–129, Springer. doi:10.1007/978-3-030-86797-3_8
Sequential Transfer Machine Learning in Networks: Measuring the Impact of Data and Neural Net Similarity on Transferability
Hirt, R.; Srivastava, A.; Berg, C.; Kühl, N.
2021. Hawaii International Conference on Systems Sciences (HICSS-54), January 5-8, 2021, 7078–7087, University of Hawai’i at Manoa. doi:10.24251/HICSS.2021.851
Conference Papers
Engineering Industrial Service Systems : Design and Evaluation of System-Oriented Service Delivery
Wolff, C.; Kühl, N.; Satzger, G.
2020. Designing for Digital Transformation. Co-Creating Services with Citizens and Industry: 15th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2020, Kristiansand, Norway, December 2–4, 2020, Proceedings. Ed.: S. Hofmann, 407–419, Springer. doi:10.1007/978-3-030-64823-7_39
Enabling System-Oriented Service Delivery in Industrial Maintenance: A Meta-method for Predicting Industrial Costs of Downtime
Wolff, C.; Kühl, N.; Satzger, G.
2020. International Conference on Exploring Services Science, Porto, Portugal, 5 - 7 Februar 2020. Ed.: H. Nóvoa, 92–106, Springer International Publishing. doi:10.1007/978-3-030-38724-2_7