Use cases for Artificial Intelligence

As an information hub, the cognitive communication centre ensures that communication processes in complex structures run smoothly. The decision-makers and all employees involved in the process gain an insight into each individual process and enjoy an overview of the general situation. This is the case throughout all departments and all communication structures.

Customers and potential customers receive informative and factually accurate answers to their queries and the processing time for them is shorter than ever. Consistent communication is ensured across every channel thanks to centrally managed answer elements. The self-learning system continually improves the accuracy of the answers in the background, which in turn improves the quality of them.

The AI application automatically filters out conspicuous events from the large number of billing statements. These are then submitted to the clerks for review. The experts perform a detailed examination, research the connections and, if necessary, talk with the parties involved. They focus on cases with a high probability of irregularities.

Customers are put in contact with customer service employees faster and resolve their queries more promptly. This results in higher satisfaction levels and reduces the likelihood that they will change providers. At the same time, work organisation supported by machine learning offers a more reliable basis to both employees and managers at call centres in terms of planning. This helps in holiday planning, for example, which can involve a lot of work.

Using properly trained AI applications, companies can write precise, structured, personalised and concise descriptions for larger product ranges. This means managers can expand product ranges faster or identify similarities between different offerings in extensive databases.

The AI is called "Sophie": the chatbot solves nine out of ten customer concerns comprehensively and conclusively. The result is satisfied customers and a service team that has more capacity for complex cases. For eprimo, "Sophie" is a complete success: After more than two years in use, the chatbot has reached the milestone of a total of one million customer chats.

Online and offline retail are seamlessly connected with one another thanks to AI and augmented reality. Retailers are already aware of their customers’ requirements and wants when they enter the store. The experience as a whole and providing competent advice – instead of simply just presenting products – are the most important things in high-street stores. The meaningful application of the technology enables the shopping experience to be comprehensively tailored to the customer.

This type of AI solution creates a common knowledge database that experts can rely on. This reduces time spent doing research and leads to better results, approaches for new topics or cooperation can be identified more quickly and parallel work on similar issues is prevented.

The insurer offers its customers a higher quality service as it expands its offering with health tips for its policy holders. Companies give customers general advice, such as warning them about the presence of ticks in certain regions, as well as specific advice tailored to them. This means they can prevent dizzy spells, water shortages or other behaviour-specific emergencies.

HCM helps to prevent media discontinuities, increase the processing speed and reduce the error quota.

HCM also allows unstructured information to be processed automatically. This helps companies to achieve their digitalisation goals. Administrators are relieved from having to carry out routine activities and are able to concentrate on more challenging tasks.

Marketing managers can count on the support of AI applications when planning and implementing their campaigns. This allows them to master a wide variety of communication channels and topics.

Thanks to AI, insurance companies can give their customers tailored advice, even when dealing with complex matters. This means companies can improve their service offer during peak times and outside of regular working hours in particular. It also offers another efficient approach to process automation and black-box processing.

Today, the AI solution correctly allocates over 90 per cent of the input. This ensures faster and more reliable sales and communication processes. Feedback from clerks further improves the system performance.

Thanks to this AI solution, the customer service team can focus its resources on the relevant customer groups and take precautions early. Managers invest in the places where they can influence customer satisfaction in the long term.

The system enables staff to find potential customers faster and in a more systematic way. Sales staff can invest more time in making and maintaining contact thanks to the automatically prepared lead information.

The AI solution enables reinsurance companies to monitor claims events, allowing them to find out about certain insurance claims faster than as was the case in the past. Plus, the reinsurance company also finds out about uninsured claims events. Expanding the claims database enables experts to gain a better understanding of the claims and thus optimise the tariff calculation.

Technicians have a better insight into the fault situation at the radio mast before having even arrived there. The AI application helps them better prepare for on-site repairs. All the necessary information is integrated into the company’s ticket system.

Policy holders have a range of options available to them to get in immediate contact with their insurance company and sort out their issues directly. They can switch between channels in any way they want within a dialogue and a member of staff can take over, if needed.

Once implemented and configured, the AI-based application reduces the time spent preparing visits by over 60 percent. Information about new products and rate changes is automatically included in the visit preparation, while the agent can focus on the best discussion strategy with the customer.

Once the workshop is over, the participants will have an understanding of the doors that AI opens – from understanding its potential to integrating AI applications into existing process and IT structures.

Take a seat in the car and let your eye wander over the still-unfamiliar cockpit. Is there a control that is not immediately obvious as to what it does or a function you cannot find straight away? Just Ask Mercedes. Daimler is enhancing communication with additional digital channels, making leafing through operating instructions, handbooks or quick start guides a thing of the past. The ‘Ask Mercedes’ application ensures that every user gets their bearings in the vehicle quickly. The virtual assistant is activated by voice, using a smartphone keyboard or camera. A system comprising Artificial Intelligence (AI) and Augmented Reality (AR) running in the background then ensures that even a modern car with its numerous functions, possible configurations and assistance systems can be understood at the drop of a hat.

The AI discipline of Machine Learning played a major role in the programming of BOTTO: The assistant was trained to "read" all documents, manuals and information available in the banking systems, to break them down into small semantic units and to independently create a keyword-based knowledge database from them. On this basis, BOTTO can automatically assign and process the requests of bank employees that come in via a web interface.

Modern Web services are the basis and driver of the ongoing digitization of our society. They also serve as a trusted source and administrator of digital identities for millions of users. The misuse of these identities must be securely ruled out in order to avert damage to private users and economic players. AI-based detection methods for attacks against IT systems already exist. However, these usually focus on clearly defined characteristics. Attacks against web services, however, often do not only target an isolated technical level. They usually develop over time and leave traces at various points in the system, which must be evaluated holistically. This is where the research project "Artificial Intelligence for secure web infrastructures with digital identity management" (AIWI) comes in.

soccerwatch.tv uses digital camera technology to record amateur football matches and broadcast them live, on demand or as highlights. According to the German Football Association, 1.8 million football matches take place in Germany every year, of which 99 per cent of them are not recorded. The reason? Previous solutions are cumbersome, expensive and substandard.