6. February 2024

sntelligent chatbots that answer customer queries on company websites and social media platforms, present product information, carry out transactions or voice assistants that answer calls as telephone customer service: Advancing digitalization is having a profound impact on the way companies interact with their customers. The integration of artificial intelligence (AI) in particular has triggered a revolution in customer communication. It is expected that by 2026, one in ten customer interactions will take place with the help of artificial intelligence. At the same time, AI is having a profound impact on industrial service, driving efficiency, precision and innovative possibilities. In industry, AI-driven service enables predictive maintenance of machines and systems because it recognizes patterns and anomalies in real time. The result is increased uptime, reduced downtime and optimized resource utilization. Despite these prospects, many companies, particularly in the B2B sector, are unfamiliar with AI as a key technology. High costs and unclear benefits lead to reluctance among companies.

In the technology study “AI in Service”, the Service Performance Center (SPC) from Smart Logistics Cluster is looking at the question of which AI trends will have strategic relevance for the industrial service of the future. Together with AVL, FANUC Europe, Fresenius Medical Care, GEA Group, SMS Group, targenio, Thyssenkrupp polysius, Wirtgen Group and Zeiss Group, project manager Stefan Kokorski and project manager Tim Lange from SPC are looking for answers. The technology study aims to develop strategic adaptation options for artificial intelligence through individual roadmaps and is geared towards the challenges of the member companies involved. The Service Performance Center defines the potential that can be tapped into with artificial intelligence in industrial service, identifies challenges and outlines the path to using AI as a key technology.

Project launch in January

In the kick-off workshop on January 23, 2024, the experts from the field of artificial intelligence defined existing problems in order to develop practical user journeys. The next step will be to identify specific technologies that can overcome the challenges faced by the member companies involved and at the same time exploit the potential of AI in industrial services.

SPCs “AI in Service” project is one of five cross-industry center projects that the Service Performance Center has selected from more than 40 proposed topics together with its members. The projects “Global Service Portfolio”, “Organizational Transformation”, “Value-Based Pricing” and “Integration of Product Sales” will be launched shortly. All projects address current topics relating to service transformation and the transformation of manufacturing companies into intelligent solution providers.

Would you like to find out more about the “AI in Service” technology study? Then contact project manager Stefan Kokorski (stefan.kokorski@spc-campus.com). If you have any questions about the four other innovation projects, Stephan Bollinger (stephan.bollinger@spc-campus.com) will be happy to help.