Tag: AI

Holistic AI Automation

Posted on by medina

Tire & Auto Service

Our client in the tire and auto service industry sells tires through online platforms operated by affiliated companies or third-party providers. The details of the orders placed were forwarded to our client via email. Employees then entered the customer and order data into their own systems and initiated the necessary follow-up processes, such as invoicing.

The relevant information was then forwarded to our client’s call center, which contacted the buyers by phone to schedule an installation appointment. Overall, this process was prone to errors, costly, and often took several days before the products were shipped to the buyers and an appointment was scheduled.

The SUSI&James solution extracts and validates all necessary data from the data transmission, creates the order fully automatically, and generates the corresponding invoices. This process occurs instantly and requires no human intervention. At the same time, the AI checks the availability and delivery time of the ordered products, reconciles this with existing workshop capacities, and independently contacts the buyer to schedule an installation appointment.

As a result, the turnaround time for the process—from order placement to scheduling an appointment—has been reduced from several days to just a few minutes. This eases the workload on our client’s staff and is perceived by end customers as an innovative service that the competition cannot match.

Optimizing the search function

Posted on by medina

Online Store

For our client in the pharmaceutical industry, we have improved and expanded the medication search function in their online store. Thanks to the new AI-powered search function, customers can now not only search for or autocomplete product names, but also freely combine various search criteria, such as manufacturer, dosage form, ingredients, symptoms, or even drug interactions.

By utilizing state-of-the-art techniques and search optimization on GPU-based server architectures, the average response time for search queries has been reduced to less than 0.1 seconds, even though the search covers a product catalog with more than 750,000 items and the AI also corrects any inaccuracies in user input. This enables users to find the right product in no time, giving our client a clear competitive advantage over its market competitors.

The technology is highly scalable, adaptable to any search, and could even successfully add value in a very short time, even with a significantly larger volume of data.

Revolutionizing single-unit manufacturing

Posted on by medina

Process Control & Optimization

Our client offers premium products tailored to the buyer’s specific needs, which are largely manufactured manually in a complex, single-station production process. However, there was a lack of transparency regarding the production status and the resulting estimated delivery dates for individual products. As a first step, all production steps were digitally recorded so that a production dashboard can display the completion status of each product in real time.

A completion date is projected for each product, taking into account employee absences, material availability, and other influencing factors. Using the available data, our AI-based system generates an automated and optimized production and capacity utilization plan.

As a result, resources can be deployed quickly and efficiently with significantly less planning effort, while reducing the overall production lead time. This has a significantly positive impact on the value creation process and enhances employee and customer satisfaction.

Chat FAQ System

Posted on by medina

TotalEnergies

Together with TotalEnergies, we have developed the apprenticing, digital employee "Elodie", which offers special customer service. It answers questions about products and services via chat, serves as a navigation aid on the website and accepts feedback from our customers. Elodie is constantly learning and is available around the clock.

Minimize processing times

Posted on by medina

Legal representation

The volume of calls at law firms exceeds the availability of administrative staff. A particular challenge is that call volume is subject to cyclical fluctuations. As a result, many calls go unanswered during peak times. Without the SUSI, the Digital Assistant Secretaries had to take down the callers’ requests during time-consuming conversations and forward them in brief notes to the appropriate legal representative for processing.

Since the partnership began, SUSI has been assisting the secretariat staff. It handles all calls that the secretariat team cannot process. During the call, the caller states the reason for the call, and the AI classifies the issue. Depending on the identified issue, SUSI either asks specific follow-up questions or answers the caller’s question immediately.

It then sends a summary, including the requested case numbers, to the relevant department or directly to the legal representative in question. SUSI also informs the caller which documents can be sent to the law firm in advance. This reduces the number of follow-up calls and minimizes processing time.

Braving seasonal events

Posted on by medina

Municipal utilities and public utilities

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.

The digital assistant SUSI is part of the SmartOffice It has the necessary skills and experience to provide direct support to energy utilities and other public utilities. It handles all incoming calls and routes them based on the nature of the inquiry. In the case of critical issues, such as a gas outage, it forwards the call directly to the emergency dispatch center.

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.

Focus on the Guest

Posted on by medina

Hotel and Restaurant Industry

Companies in the hotel and hospitality industry often face the same challenges: staffing shortages, a lack of skilled workers, and a high volume of phone inquiries directed at the service team. This is where our SmartOffice from guest services to follow-up procedures. Our AI takes over phone calls, freeing up the hotel staff so they can focus on SmartOffice 2.0 now devote more time to the guests in the house.

Our technology categorizes the issues raised by callers and routes them to the appropriate team members. This enables us to provide a prompt and professional callback when necessary.

Always available

Posted on by medina

im Car Dealership

Reaching car dealerships by phone presents a variety of challenges: Customers call outside of business hours, employees are in the middle of conversations with customers that they don’t want to interrupt, or all lines are busy. Yet contact from potential buyers, in particular, is worth its weight in gold. This is where our artificial intelligence comes in—which, at the Renault Retail Group whose name is Zoe –

Zoe handles the overflow of incoming calls and engages with customers to address their concerns. The system’s machine learning AI forwards the information to the appropriate departments. This not only improves the accessibility of the dealerships but also speeds up the processing of customer inquiries and reduces the workload on employees. Furthermore, without requiring additional resources, the customer experience is significantly enhanced and the time to resolution is reduced.

Research Project: "Language-Based Human-Machine Interfaces"

Posted on by medina

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.

Research Project “Age-Appropriate Behavior”

Posted on by medina

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. 

WordPress Cookie Notice by Real Cookie Banner