The first things that come to mind are to support customer services and communication, for automating service management, software development, in knowledge management and for sales processes. I’m talking, for example, about enterprise chatbots that support the intelligent search for information on licensing, HR regulations and communication rules.
As a leading IT service provider, we use AI in specific situations, first and foremost to offer our customers outstanding service.
We use an AI-powered chatbot in our Bechtle shop to shorten our response times to customer queries while also improving the quality of our answers. Pretty much from one day to the next, we saw customer satisfaction levels rise.
We also use AI applications to improve support ticket processing by automating routing and classification. That not only accelerates the initial analyses of incidents, but also means they are correctly routed to the right specialists meaning we can offer our customers faster and more accurate solutions.
We’ve revolutionised how we can search for information in-house using an AI-powered search engine, which allows our employees to access what they need quickly and efficiently and, if they want, they can receive answers as continuous text. The tool is still being tested, but it has already saved time our teams use to focus on more complex tasks and customer enquiries.
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We are currently looking into using Microsoft Copilot which goes hand in hand with Bechtle’s aspiration to always be at the cutting edge of technical development. As an IT service provider, we already have a wealth of experts who can offer our customers extensive advice on the topic.
Yes, we are a majority stakeholder with 51%. The company is focused on deep learning and creates innovative solutions for intelligent document analyses and process automation. This majority stake in Planet AI is a strategic step to blend AI research with Bechtle’s sales prowess and bolster Europe’s AI ecosystem.
We utilise AI applications where they will boost efficiency and customer satisfaction. We are specifically looking for solutions that promise reliable support and comply with data protection and ethics regulations.
We utilise AI applications where they will boost efficiency and customer satisfaction.
The benefits of AI applications are many and varied and go far beyond the examples I gave before. They need to be looked at in detail according to industry, but generally speaking businesses can enjoy greater productivity, fewer risks, an increase in quality and faster innovation cycles. The opportunity to automate repetitive tasks and dedicate that time to optimising products and services is a huge advantage that can give every business a competitive edge.
Aspects such as data protection and ethics are, of course, incredibly important and must be taken into account. For an AI application to be successful, employees have to be on board from day one to ensure the tools are both accepted and used correctly.
Rolling out AI applications can be a difficult process. First of all, you have to keep up with the rapid pace of development which requires users to receive regular training and be highly committed. Then you always need to have the quality of the data in mind as good data allows AI solutions to be successfully implemented.
One interesting aspect is how the output varies. In contrast to traditional systems, the same input can lead to different outputs depending on when it is entered, which is very similar to the human decision-making process.
