Do you already use AI-based tools (e.g. automated service desk or service chatbot) as part of your IT (managed) services in IT operations, IT support and IT service management in general? If yes: In which areas? If not: Why not yet, if applicable?
Yes, as a leading IT service provider, we at Bechtle are already making targeted use of AI-based tools, particularly in the areas of customer service and IT support. One prominent example is the use of AI-supported chatbots in our Bechtle Shop, which significantly shorten the processing times for customer enquiries and improve the quality of our responses. We also use AI to automate the routing and classification of support tickets, which leads to faster resolution times and more precise support services.
Do you generally see the potential to make your IT processes and your IT organisation more efficient and automate workflows with the help of AI-based tools?
Absolutely. We see enormous potential in using AI-based tools to make our IT processes and the entire IT organisation more efficient. AI enables us to automate repetitive tasks and perform complex data analyses, allowing our employees to focus on more value-adding activities. The increase in efficiency and the improvement in service quality for our customers are particularly worth emphasising here. In concrete terms, PoCs for tender analyses are also currently underway.
Can IT teams already be effectively relieved or resources utilised in other areas in this way?
By using AI-based tools, we can effectively reduce the workload of our IT teams. One example is our internal AI-supported search engine, which enables our employees to access the information they need quickly and efficiently. This saves valuable time and resources that we can invest in other strategic areas and more complex customer enquiries.
Are there any key learnings or challenges that you have encountered in the course of using corresponding AI tools?
Challenges often lie in the area of data strategy and therefore also in data quality, data governance and data security, as well as in the acceptance and training of employees. Therefore, a key learning when using AI tools is the need for careful implementation and continuous monitoring to ensure that the systems work reliably and transparently and protect the privacy of users. It is important to choose AI solutions that are data protection compliant and ethically sound.
Do you have a clearly defined strategy for the internal use of AI tools or are you still in the exploratory phase?
We are working with a clear strategy for the internal use of AI tools. Some tools are currently still in the test phase, but have already shown promising results. For example, after a successful test phase, we introduced CoPilot for Microsoft 365 to 5,000 employees in 14 countries (press release dated 4 March 2024: Bechtle introduces CoPilot for Microsoft 365 to 5,000 employees).
To ensure that we can make the best possible decisions and implement innovations quickly, we have put together a group of different stakeholders for each business area. These multidisciplinary teams take care of the development of the respective business areas and ensure that we can drive innovations, including AI-based solutions, quickly and effectively for us and our customers using agile methods and the right experts.
Which AI services and solutions do you already offer your customers today and which are you planning to make available in the near future?
We already offer our customers a range of AI-supported services and solutions, including enterprise chatbots for customer service and tools for automated document analysis.
A current example is our investment in Planet AI, a company specialising in deep learning and intelligent document analysis. This strategic partnership enables us to develop and provide innovative AI solutions for our customers (press release from 2 October 2023: Bechtle acquires stake in AI company Planet AI).
This interview was conducted in cooperation with Swiss IT Reseller.
