AI enhances customer service for medium-sized businesses

Medium-sized businesses are increasingly adopting Artificial Intelligence (AI) to enhance their customer service functions. This technology is being used to improve access to product and service knowledge, enabling support staff to make quicker, more accurate decisions.

According to Eric Brabänder, Chief Product Officer at Empolis Information Management GmbH, having the right product and service knowledge readily available is crucial for resolving customer issues promptly. Consistent knowledge delivery increases customer service efficiency, reduces costs, and improves overall client satisfaction. Digital customer service is becoming a significant driver of long-term business success, particularly in knowledge-intensive sectors like machine engineering.

Studies, such as those conducted by Porsche Consulting, indicate that developing a service-centric business model can substantially increase the value of industrial goods companies. Service-oriented businesses have demonstrated significantly higher Total Shareholder Returns (TSR) compared to their peers, highlighting the strategic importance of customer service.

Various AI methods are employed for data analysis and knowledge provision, including pattern recognition, Natural Language Processing (NLP), and machine learning. A key future development will be the integration of data-driven and knowledge-based AI, particularly through Knowledge Graphs, which facilitate intelligent and traceable connections between product and service information.

AI is set to support the entire value chain, from product design through production and service. In future manufacturing environments, AI-assisted worker support and intelligent product configuration will become more prevalent. Enterprise Resource Planning (ERP) systems and related processes will also undergo transformation, including production planning.