Adopting Artificial Intelligence in a Decision Support System – Learnings from Comment Moderation Systems

Enterprise Information Systems (EIS) comprise components for decision-making in an organization. While traditional Decision Support Systems (DSS) rely on sophistically designed decision models, this approach has its limitations when it comes to making decisions based on large amounts of unstructured data. In this paper, we present the case of online community management, where moderators need to decide if user content (i.e., comments) can be published. We have implemented a moderation platform that utilizes Natural Language Processing (NLP) and Machine Learning (ML) to support moderators in their decision-making. From the development process and adoption of our platform, which were carried out as a Design Science Research (DSR) project, we have derived six design principles that assist in designing ML-based DSS. Our results imply that an ML-based DSS should be implemented using an open, customizable system, where decisions are made transparent and interpretable to users. Users need special onboarding and should always have the possibility to overrule the system.