In collaboration with the University of Stuttgart and the Fraunhofer Institute, we are developing voice-based human-machine interfaces that capture user and contextual information while driving. Using our technology, our voice assistant supports the researcher in the car and interacts with the drivers. In a subsequent phase, the AI system will be used for emotion recognition. This capability is expected to significantly enhance the in-vehicle user experience.
Author: Medina
Research Project “Age-Appropriate Behavior”
We are collaborating with Continental to explore the concept of “level-appropriate behavior.” Identifying and monitoring safety-critical situations poses challenges for drivers, especially when there are frequent transitions between fully automated, partially automated, and manual driving.
The goal is to clearly show drivers which level of automation they are currently in and how they should respond. To this end, we are developing a virtual co-pilot that explains the test scenario, answers questions, and is available throughout the drive. Our AI provides support, particularly when switching between autonomous driving levels.
KARLI Research Project: "Motion Sickness" Subproject
Together with the Ford Motor Company, we are investigating the topic of “motion sickness.” This term refers to a condition that most people have experienced firsthand: nausea, dizziness, or headaches. The effect is particularly pronounced when reading in a car, as this causes a significant discrepancy between the sense of balance and visual perception. Motion sickness is more likely to occur in an automated vehicle. The goal is therefore to develop AI algorithms and HMI (human-machine interface) systems capable of recognizing motion sickness in specific situations and reducing or even preventing its occurrence.
For research purposes, we developed both the voice prompts and several visual elements. Here, test drivers are encouraged to perform various driving maneuvers or respond to different situations—for example, by looking out the window, reading something, and reporting how they feel. Our voice assistant SUSI interacts with the test drivers at regular intervals to determine their motion sickness level. The test results are then analyzed and provide insights into factors such as the effects of the surrounding environment.
KARLI Mid-Year Presentation 2023
Experience research firsthand! SUSI&James attended the KARLI Project midterm presentation at Continental’s Zukunftswerkstatt in Frankfurt. Our voice-based applications were also on display there as part of the AI solutions developed by our partners Ford Motor Company, Continental, and the University of Stuttgart.
The KARLI project consists of eight subprojects, three of which are supported by our technology in the research phase. The latest interim results on the topics of “level-compliant behavior,” “AI interaction,” and “motion sickness” were presented in technical talks and could also be experienced firsthand in the test vehicles.
Intelligent driving of the future requires the development of AI systems capable of triggering in-vehicle interactions that are tailored to the individual and the context, thereby helping to ensure a safe and comfortable ride.
It was exciting to experience the systems and voice interactions firsthand in test vehicles and try them out for ourselves. We also had the opportunity to meet familiar faces and discuss their projects, visions, and goals with stakeholders and decision-makers. Networking with others is very valuable to us.
We are excited to be working with KARLI to help shape the future of driving.
Three months after the official end of the pandemic: Marcel Martini looks back on the time of masks, social distancing, and hygiene guidelines
[Question] Marcel, you joined SUSI&James as managing director in early 2021. What was your daily routine like back then?
Marcel: I know that there was short-time work in 2020. The slump in orders was clearly noticeable, ultimately, of course, due to the extremely difficult situation our customers were facing—for example, because of production stoppages or the breakdown of supply chains. Today, however, it’s clear that the pandemic has very clearly demonstrated the need for a digital transformation of business processes, which has naturally helped us.
In addition, the pandemic has led companies to become more cost-conscious. While this naturally makes investing more challenging in general, when a quick return on investment is expected—as is the case with our solutions—I find our customers to be very receptive. Furthermore, flexible licensing models tailored to specific use cases provide additional flexibility.
[Question] Has the pandemic changed the business model?
Marcel: Generally speaking, no. I believe that customers have become much more receptive and open to topics related to digitalization, process acceleration, efficiency improvements, and so on. And that is exactly what we Leistungsversprechen.
However, as awareness has grown, a certain degree of willingness to take risks has been lost. These days, before actual development can begin, we must at least demonstrate the immediate value of a project through a “proof of concept.” This is understandable, of course, but it can sometimes slow down the process.
[Question] How has the way we interact with companies, prospective clients, and customers changed?
Marcel: Most people are working from home these days. That makes it a bit harder to reach them than before. But a bigger challenge for us is that it’s difficult to build a personal relationship of trust without face-to-face contact. After all, we’re deeply involved in business processes, which requires a high level of trust.
Building trust used to be much easier, since we would often talk face-to-face, have coffee together, or drop by a client’s office on the spur of the moment. These days, meetings tend to take place via Teams, Zoom, or the phone, or we exchange brief messages via email. While this certainly has major advantages, it poses a certain obstacle when it comes to building relationships and networking. This makes networking events, trade shows, and similar formats all the more important.
[Question] Our Smart Office product was developed not too long ago. To what extent did the pandemic and the need for digitalization contribute to its development?
Marcel: While the pandemic and the resulting pressure to digitize have accelerated the development of the smart office, our solution is ultimately the logical answer to common market challenges: poor telephone accessibility, a shortage of skilled workers, inefficient processes, and so on. I can’t say for certain whether the pandemic was the decisive factor, but it certainly played a part.
[Question] Is it harder to sell the product these days?
Marcel: Not necessarily harder, but different. The sales channels have simply changed. The challenge lies in identifying the target audience’s needs and determining the best way to address them. The initial contact is often made via email, LinkedIn, or even cold calling. Before the pandemic, in-person networking played a bigger role.
That makes it all the more enjoyable to meet people at events, get to know one another, and exchange ideas. The last such event we attended was the Partner Networking Event the Future Workshop 4.0.
[Question] Has end-user acceptance of AI solutions changed?
Marcel: Es gibt Studien, die zeigen, dass immer mehr Menschen offener gegenüber neuen Technologien sind. Ob das der Pandemie zuzuschreiben ist, wage ich zu bezweifeln. Generell steigt die Akzeptanz gegenüber neuen Technologien stetig, auch durch die derzeitige starke mediale Präsenz. Gleichzeitig gibt es natürlich auch eine gewisse Skepsis bzgl. Kundenzufriedenheit, Nutzerfreudlichkeit, Datensicherheit, etc. Wir legen jedoch extrem viel Wert auf diese Themen, eine positive User-Experience zu erzeugen ist Kern unserer DNA. Das spiegeln uns auch unsere Kunden wider, was uns sehr freut. Die Endkunden kommen mit der Geschwindigkeit, in der SUSI speaks , they get along very well. This is especially important when older people call.
[Question] What is the current pace of project and product implementation?
Marcel: My impression is that decision-making processes on certain issues have slowed down again, which is understandable, however, because the pressure to implement changes has eased. During the pandemic, for example, companies had no choice but to offer their employees the option to work remotely and to put the necessary infrastructure in place.
There is a fundamental need for and understanding of the necessity of ongoing digital transformation, though not at the same pace as three years ago. At the same time, this gives us the opportunity to work with our customers to identify their requirements in detail and tailor our products and solutions accordingly.
Partner Networking Event: Future Workshop 4.0
On June 28, 2023, Marcel and Patrick The Partner Networking Event of Zukunftswerkstatt 4.0. A very interesting event with a well-designed format, featuring open discussion and, above all, free from any individual “factions” or short-term interests. Mutual learning and the generation of new ideas were the clear and successfully achieved goals of the event.
Twelve topics were discussed during 20-minute speed-dating sessions. This allowed participants to quickly get to know innovators in each field and provided an opportunity for discussion. Topics included “Artificial Intelligence,” “Driver Assistance Systems,” and “Digital Applications in Customer Interaction.”
This was followed by “fishbowl focus sessions,” in which participants discussed various topics in larger groups. The pressing issue of the skills shortage was addressed by connecting students with industry representatives and service providers. Speakers such as Jens Nietzschmann from Deutsche Automobil Treuhand GmbH, Imelda Labbé from Volkswagen AG, and a barbecue afterward rounded out the event.
Wir möchten uns herzlich bei dem Team der Zukunftswerkstatt 4.0 für die Organisation des Partner Networking Events bedanken! Es war ein eindrucksvolles und interaktives Event, das uns die Möglichkeit gab, großartige Kontakte zu knüpfen und gemeinsam innovative Lösungsansätze zu diskutieren. Die Plattform des Netzwerktreffens war ideal, um sich mit anderen Teilnehmern auszutauschen und sich gegenseitig zu inspirieren.
Smart Office 2.0
On May 31, 2023, the project manager Florian introduced Smart Office 2.0, along with its enhancements, new features, and more intuitive user interface. Florian kicked off the presentation by making an outgoing call from Teams. The digital assistant SUSI immediately answered the phone and warmly greeted us. In a sample dialogue that new team member Emma and Florian had prepared beforehand, the first question asked was what the matter was.
SUSI realized that Florian wanted to make a table reservation and then asked for his name, the number of people, and other relevant information. She then forwarded this information in an email to the appropriate staff member, since we had called “outside of business hours.”
But behind this seemingly simple dialogue, which lasts only a few minutes, lies a powerful system: Smart Office 2.0. Even the previous version was quite impressive. It featured decision trees that could be customized to meet individual customer needs, personalized greetings, questions, and much more.
In Smart Office 2.0, internal phone numbers can be assigned names. Any number of phone numbers can be entered into the system, and each can be assigned a custom dialog. Phrases and actions are intuitively integrated into the dialog builder, allowing users to specify when a statement is made, an email is sent, an API call is executed, or a question is asked.
As soon as a question is created in the dialog tree, a field for user input appears automatically, which greatly simplifies the dialog creation process. Such automations help fill in logical gaps without hindering the user’s ability to customize the dialog.
Furthermore, Smart Office 2.0 now allows you to set custom endings for all possible call routes. This enables SUSI to say goodbye to the caller in different ways depending on the dialogue branch. These new features improve the organization of multi-number capabilities in Smart Office 2.0 and increase the level of customization for dialogue branches.
Leipzig Energy Forums 2022
Customer Care Center management is where the decision is made whether a customer stays or leaves. This is where the key touchpoints occur. The Energy Forums in Leipzig established a platform for energy suppliers where executives from customer service, customer management, and customer care centers can discuss current industry issues and challenges on an equal footing.
In 2022, Project Manager Florian, along with Christian Demmer from Stadtwerke Saarlouis and Dieter Hoffmann from ENCOMlab, attended the Energy Forums in Leipzig and presented the exciting use case of our Smart Office at Stadtwerke Saarlouis.
The energy supply business is heavily influenced by seasonal events. Price increases, bill mailings, or new energy rate plans cause many customers to contact the energy supplier within a very short period of time. With a shortage of skilled workers and an already enormous workload, it is not always possible to handle the volume of incoming calls.
Our AI solution, the digital assistant SUSI, brings the necessary skills and experience to the Smart Office environment to directly support energy utilities and other public utilities. She handles the entire call overflow and ensures that calls are routed based on the nature of the inquiry. For critical issues, such as a gas outage, our AI solution forwards the call directly to the emergency response center.
The Smart Office is known as E-Louisa at the municipal utility company. In a pilot project for meter reading, SUSI&James demonstrated the solution’s effectiveness: the processing time for customer inquiries dropped from 2–3 weeks to one day, service quality improved noticeably, and the workload on employees was reduced. E-Louisa was well-received by callers, leading to the solution being expanded to include additional services.
By automating the processing of meter readings, advance payment adjustments, and invoice changes, employees free up time that they can devote to more client-focused conversations with customers.
Risk and Resilience: SUSI&James at the 2023 VDA Congress
The VDA (German Association of the Automotive Industry) is the umbrella organization for German automotive manufacturers and suppliers. Every year, the VDA organizes a SME Day, where executives and board members from medium-sized member companies in the supplier industry, as well as manufacturers of trailers and bodywork, come together to network and exchange experiences.
The event will feature panel discussions and presentations on current topics in the automotive industry. Among those invited to speak this year are Christian Lindner, Federal Minister of Finance; Timotheus Höttges, CEO of Deutsche Telekom AG; and Dirk Große-Loheide, Member of the Volkswagen Brand Board of Management.
The main theme of this year’s SME Day was “Risk and Resilience.” The focus was on how the entire industry can identify and minimize risks and implement appropriate measures. These risks include, for example, natural disasters and political issues, as well as cyberattacks and IT outages.
There were also breakout sessions—small working groups that explored various topics. Managing Director Marcel Martini led a working group that focused on the topic “Successful Onboarding of Foreign Employees.”
Due to the shortage of skilled workers in some industries, German companies are relying on foreign workers to fill vacant positions. For most of them, however, starting a career in Germany is not easy: they face difficulties finding housing, opening necessary bank accounts, or even registering their change of address. This working group focused on developing strategies to make the transition to life in Germany as smooth as possible.
The event was rounded out by engaging presentations—such as those on the importance of digitalization in business and the call to embrace healthy entrepreneurial risk—by Deutsche Telekom CEO Timotheus Höttges and a video message from Finance Minister Christian Lindner, as well as a get-together and a morning run on the second day.
Natural Language Understanding (NLU)
With NLU, data can be analyzed and its meaning determined by algorithms by reducing human language to a structured ontology—a data model consisting of semantic and pragmatic definitions. The two fundamental concepts of NLU are intent recognition and entity recognition.