Data & AI – What really improves the customer experience

This AI sales assistant transforms sales teams from reactive order processors into proactive, data-driven growth engines. It analyses comprehensive customer data, purchase histories, interaction patterns and product affinities in real time to identify targeted cross-selling and upselling opportunities and close gaps in the portfolio. Through personalised, context-sensitive recommendations, it not only significantly increases average revenue per customer, but also strengthens long-term customer loyalty and boosts the likelihood of closing deals. Integrated into CRM, ERP and sales processes, it provides teams with concrete, actionable suggestions – for greater efficiency, better conversion rates and measurably better results in day-to-day business.

Smart Triage automates the intelligent analysis, prioritisation and routing of incoming service requests and fault reports using modern AI technologies such as natural language processing and context analysis. The system not only recognises the content and urgency of a request, but also takes into account customer value, existing service level agreements and potential impacts on business operations. Critical cases are identified at an early stage and automatically routed to the relevant specialist teams or escalation levels, whilst routine enquiries are efficiently pre-filtered or directed to self-service options. This significantly reduces processing times, increases first-contact resolution rates and enables service teams to focus specifically on complex and value-adding cases – whilst simultaneously improving customer satisfaction.

Intelligent AI chatbots and interactive guided-buying assistants enable a truly guided shopping experience that goes far beyond static product lists. Customers are guided step by step through complex purchasing decisions – from a precise needs analysis, through the selection of suitable solutions, to individual configuration, costing and scheduling. Particularly for demanding undertakings such as construction projects, technical installations or bespoke solutions, AI structures the requirements, suggests optimal components, calculates transparent costs and provides realistic timetables. Seamless integration with product catalogues, stock data and CRM systems ensures personalised recommendations in real time, boosts the conversion rate and significantly reduces the abandonment rate during the checkout process.

An AI-powered recommendation system identifies the most suitable service technicians for each assignment. In doing so, it intelligently analyses a wide range of relevant factors: the specific qualifications, certifications and experience of staff; geographical distance, including estimated travel times to the job site; the team’s current workload and availability; the priority of the service request based on SLAs and customer value; and the availability of required spare parts. Modern optimisation algorithms and predictive models ensure that dispatching decisions are not only faster but also more accurate and cost-effective. The result is shorter response times, a higher first-time fix rate, lower travel and call-out costs, and better utilisation of the technician team – whilst simultaneously increasing customer satisfaction through punctual and professional service.

No more locked-in knowledge: The ‘Intelligent Configuration Assistant’ significantly speeds up sales processes through intelligent, data-driven configuration suggestions. It converts implicit expert knowledge into explicit, digital rules, constraints and validation logic that prevent incorrect or incompatible configurations from the outset. At the same time, it analyses historical portfolio data using statistical models and machine learning approaches to identify tried-and-tested combinations, profitable variants and typical customer preferences. Through continuous learning from live configurations, real orders and feedback loops, the knowledge base remains constantly up to date and self-improving. The result: significantly faster quotation generation, greater configuration accuracy, less rework in production, and the ability to successfully configure even highly complex products to individual customer requirements without in-depth specialist knowledge – with noticeably shorter sales cycles and higher conversion rates.