Use of AI with a focus on customer communication

Advances in the field of artificial intelligence (AI) have attracted a great deal of attention in recent years and more and more companies are using AI for various tasks. However, success is not a sure-fire success and AI projects are associated with various challenges, particularly from the perspective of user companies.

This study is based on expert interviews with representatives of AI service providers and provides guidance for companies considering the use of AI. The study provides an insight into the current status of the use of AI in German companies and offers an overview of the challenges that companies face when planning and implementing AI projects. One focus is on the fact that AI projects usually require the cooperation of several partners who need to coordinate their approach.

Particular attention was paid to the area of customer communication, as this is of great importance to the vast majority of companies and the use of AI can open up great potential benefits.