The starting point: service under constant pressure
For many companies, it is everyday reality: numerous customer inquiries reach the service team every day via a wide range of
channels. They are unstructured, vary in the level of detail, and have to be categorized and answered manually. That costs time, burdens employees, and quickly leads to delays. At the same time, customer expectations are rising: they expect precise answers – consistent and in the shortest possible time.
NovaTaste faced this challenge as well. As an internationally active company in the field of flavor innovation, NovaTaste supplies food manufacturers, butchers, and foodservice businesses with tailored ingredients, spice blends, marinades, and functional components. That means an enormous range of specialist departments and knowledge holders involved in service processes – from research & development to quality assurance and logistics.
The result: a high level of manual effort in ticket handling, a complex interplay of departments, and the risk that service quality suffers under the load. NovaTaste decided not merely to manage the problem any longer, but to solve it fundamentally together with SYBIT – with artificial intelligence as the lever.
Use Case first
The project objective was multidimensional:
- Immediate benefit – Through a concrete AI use
case with measurable efficiency gains. - Future readiness – Through a viable architecture
that integrates AI features in a scalable way. - Governance and compliance – Ensuring data quality,
data security, transparency, and legal conformity
from the outset.
To achieve this, the project drew on the SYBIT approach to AI integration. It considers six central
dimensions:
- Processes & use cases
- Data + Systems
- Technology & architecture
- Governance & evolution
- Cost-benefit & sustainability
- Compliance & legal
On the basis of these six dimensions, the approach Use Case first, Data second, Technology third was made concrete
– and it was ensured that AI is not used as an end in itself, but as a genuine lever for service.
The solution: the AI-based service agent
On this foundation, a comprehensive AI-based service agent was created that supports the service team along the
entire process. The capabilities of the service agent include, among others:
- Intelligent inquiry analysis:
Subject, description, and key terms are automatically recognized and processed. - Automatic categorization:
Tickets are classified by AI into main and subcategories. - Integration into SAP Service Cloud:
Pre-classified inquiries are transferred automatically. - Response and solution suggestions:
Relevant fields are completed automatically, and suitable responses are suggested. - Document chat:
Employees can research directly in NovaTaste’s knowledge documents. - Micro-frontend portal solution:
For departments without direct access to Service Cloud, an intuitive UI was created.
Central work center with chat interface
A highlight is the central work center with chat interface: users have access to AI-supported suggestions, data research, document search, and cross-channel communication.
All data is synchronized in real time. This rules out information loss and bundles internal communication in one place. Customer service thus has all relevant information available at all times for fast, precise, and customer-oriented
responses.
Success Story
What do you think of NovaTaste’s experience with SAP and SYBIT?
Would you also like to further develop your digital service strategy using AI? We can help you design scalable platforms and digital services that effectively combine efficiency, customer value and growth.
Mail: sales@sybit.de
Phone: +44 7348948903