14
“The chance is that AI
will bring about new
solutions that would never
be devised through human
thinking and research.“
Head of Digitals, Industrials,
Switzerland
CUSTOMER NEEDS GUIDE THE ACTION
The greatest AI maturity is encountered in highly complex and data intensive
processes, as illustrated by use cases in which known decision questions are
optimized. Some enterprises are already setting their pricing with the help
of AI to a level of detail that would be impossible using conventional means.
Uber and Airbnb use millions of data points to optimize their pricing. The UK
rail network has 55 million price points. And AI-driven, automated trading
accounts already handle about 75% of the volume in financial markets 17 –
because they make better decisions at speeds unattainable by humans.
However, processes that directly translate into added value for customers
are becoming more and more important, with great opportunities
wherever AI can make the service not only more efficient, but more
customer-oriented, and wherever products can be smartly and quickly
adapted to customer requirements.
CASE STUDIES
BOSCH – PRODUCTION ASSISTANTS FOR
AUTOMATION IN MANUFACTURING
Bosch offers its customers AI-supported
APAS production assistants that are often
installed in IoT devices. Designed to handle
simple, monotonous or unergonomic tasks,
the assistants are used primarily in the automotive
industry and in FMCG production.
DEUTSCHE TELEKOM –
AI-SUPPORTED CUSTOMER SERVICE
In customer service, T-Systems offers AI solutions
based on the Amelia platform by IPsoft.
Its virtual assistants Tinka, Sophie and Vanda
take some of the workload of staff, thereby
raising efficiency. 18
MARKET VOICES
“Artificial intelligence is not an end in itself (…). What’s
happening now is that we are taking the digital transformation
we began 25 years ago to the next level and evolving
it. And AI can really help here, right across the board.“
Senior Researcher, DFKI
“First factor: Identifying where AI really works, where does it
make sense and where not. Because AI is not a solution for
everything!”
Director of Research & Data, Vodafone Spain