{"id":4389,"date":"2026-01-16T14:18:53","date_gmt":"2026-01-16T13:18:53","guid":{"rendered":"https:\/\/www.ki-fortschrittszentrum.de\/?post_type=projekt&#038;p=4389"},"modified":"2026-03-31T16:05:20","modified_gmt":"2026-03-31T14:05:20","slug":"ki-competence-in-customer-service","status":"publish","type":"projekt","link":"https:\/\/www.ki-fortschrittszentrum.de\/en\/projekt\/ki-kompetenz-im-kundenservice\/","title":{"rendered":"AI Competence in Customer Support"},"content":{"rendered":"<div class=\"wp-block-stackable-columns stk-block-columns stk-block stk-86663cd stk-block-background stk--has-background-overlay\" data-block-id=\"86663cd\"><style>.stk-86663cd {background-image:url(https:\/\/www.ki-fortschrittszentrum.de\/wp-content\/uploads\/2025\/08\/BG5-scaled.jpg) !important;min-height:520px !important;align-items:flex-end !important;padding-bottom:0px !important;margin-bottom:0px !important;display:flex !important;}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content stk-content-align stk-86663cd-column\">\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-5a28863\" data-v=\"4\" data-block-id=\"5a28863\"><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-5a28863-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-5a28863-inner-blocks\">\n<div class=\"wp-block-stackable-columns stk-block-columns stk-block stk-3e4895d\" data-block-id=\"3e4895d\"><div class=\"stk-row stk-inner-blocks stk-block-content stk-content-align stk-3e4895d-column\">\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-a094f1e\" data-v=\"4\" data-block-id=\"a094f1e\"><style>@media screen and (min-width:690px){.stk-a094f1e {flex:var(--stk-flex-grow, 1) 1 calc(30% - var(--stk-column-gap, 0px) * 2 \/ 3 ) !important;}}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-a094f1e-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-a094f1e-inner-blocks\"><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-ba57710\" data-v=\"4\" data-block-id=\"ba57710\"><style>@media screen and (min-width:690px){.stk-ba57710 {flex:var(--stk-flex-grow, 1) 1 calc(30% - var(--stk-column-gap, 0px) * 2 \/ 3 ) !important;}}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-ba57710-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-ba57710-inner-blocks\"><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-4764f29 stk-block-background\" data-v=\"4\" data-block-id=\"4764f29\"><style>.stk-4764f29 {align-self:flex-end !important;background-color:var(--theme-palette-color-8, #ffffff) !important;padding-top:0px !important;padding-right:0px !important;padding-bottom:0px !important;padding-left:0px !important;}.stk-4764f29-inner-blocks{justify-content:flex-end !important;}.stk-4764f29:before{background-color:var(--theme-palette-color-8, #ffffff) !important;}@media screen and (min-width:690px){.stk-4764f29 {flex:var(--stk-flex-grow, 1) 1 calc(40% - var(--stk-column-gap, 0px) * 2 \/ 3 ) !important;}}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-4764f29-container stk--no-background stk--no-padding\"><div class=\"stk--column-flex stk-block-content stk-inner-blocks stk-4764f29-inner-blocks\">\n<div class=\"wp-block-greenshift-blocks-container gspb_container gspb_container-gsbp-933ef16\" id=\"gspb_container-id-gsbp-933ef16\">\n<div class=\"wp-block-stackable-image stk-block-image has-text-align-left stk-block stk-1690316\" data-block-id=\"1690316\"><style>.stk-1690316 {margin-bottom:36px !important;}.stk-1690316 .stk-img-wrapper{width:50% !important;}<\/style><figure><span class=\"stk-img-wrapper stk-image--shape-stretch\"><img loading=\"lazy\" decoding=\"async\" class=\"stk-img\" src=\"https:\/\/www.ki-fortschrittszentrum.de\/wp-content\/uploads\/2026\/01\/AIX_455_Firmenlogo-Lauffer.png\" width=\"50\" height=\"300\"\/><\/span><\/figure><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-97d4068\" data-block-id=\"97d4068\"><style>.stk-97d4068 {margin-bottom:12px !important;}.stk-97d4068 .stk-block-text__text{font-size:16px !important;line-height:1.4em !important;font-weight:500 !important;font-style:italic !important;font-family:Constantia, Lucida Bright, Lucidabright, \"Lucida Serif\", Lucida, \"DejaVu Serif\", \"Bitstream Vera Serif\", \"Liberation Serif\", Georgia, serif !important;}@media screen and (max-width:999px){.stk-97d4068 .stk-block-text__text{font-size:16px !important;}}<\/style><p class=\"stk-block-text__text\"><\/p><\/div>\n\n\n\n<div class=\"wp-block-greenshift-blocks-container gspb_container gspb_container-gsbp-eafe0ac\" id=\"gspb_container-id-gsbp-eafe0ac\">\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-25dc0f8\" data-block-id=\"25dc0f8\"><style>.stk-25dc0f8 {padding-top:0px !important;padding-bottom:0px !important;margin-top:0px !important;margin-bottom:0px !important;}.stk-25dc0f8 .stk-block-text__text{font-size:15px !important;}@media screen and (max-width:999px){.stk-25dc0f8 .stk-block-text__text{font-size:15px !important;}}<\/style><p class=\"stk-block-text__text has-text-align-left\"><\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-d634667\" data-block-id=\"d634667\"><style>.stk-d634667 {align-items:flex-start !important;padding-top:0px !important;padding-bottom:0px !important;margin-top:0px !important;margin-bottom:0px !important;display:flex !important;}.stk-d634667 .stk-block-text__text{font-size:15px !important;font-weight:200 !important;}@media screen and (max-width:999px){.stk-d634667 .stk-block-text__text{font-size:15px !important;}}<\/style><p class=\"stk-block-text__text has-text-align-left\"><\/p><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-greenshift-blocks-container gspb_container gspb_container-gsbp-1fa6a74\" id=\"gspb_container-id-gsbp-1fa6a74\">\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-be1fdb3\" data-block-id=\"be1fdb3\"><style>.stk-be1fdb3 {padding-top:0px !important;padding-bottom:12px !important;margin-top:0px !important;margin-bottom:0px !important;}.stk-be1fdb3 .stk-block-text__text{font-size:15px !important;color:#ffffff80 !important;}@media screen and (max-width:999px){.stk-be1fdb3 .stk-block-text__text{font-size:15px !important;}}<\/style><p class=\"stk-block-text__text has-text-color has-text-align-left\">Contact at the AI Innovation Center<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-24ffa5e\" data-block-id=\"24ffa5e\"><style>.stk-24ffa5e {padding-top:0px !important;padding-bottom:0px !important;margin-top:0px !important;margin-bottom:0px !important;}.stk-24ffa5e .stk-block-text__text{font-size:15px !important;color:#ffffff !important;}@media screen and (max-width:999px){.stk-24ffa5e .stk-block-text__text{font-size:15px !important;}}<\/style><p class=\"stk-block-text__text has-text-color has-text-align-left\">Bumin Hatiboglu<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-button-group stk-block-button-group stk-block stk-af007b4\" data-block-id=\"af007b4\"><style>.stk-af007b4 {padding-top:0px !important;padding-right:0px !important;padding-bottom:0px !important;padding-left:0px !important;margin-top:0px !important;margin-right:0px !important;margin-bottom:0px !important;margin-left:0px !important;}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content stk-button-group\">\n<div class=\"wp-block-stackable-button stk-block-button is-style-plain stk-block stk-1cf8bea\" data-block-id=\"1cf8bea\"><style>.stk-1cf8bea .stk-button{padding-top:0px !important;padding-right:0px !important;padding-bottom:0px !important;padding-left:0px !important;background:transparent !important;}.stk-1cf8bea .stk-button:hover:after{background:transparent !important;opacity:1 !important;}:where(.stk-hover-parent:hover,  .stk-hover-parent.stk--is-hovered) .stk-1cf8bea .stk-button:after{background:transparent !important;opacity:1 !important;}.stk-1cf8bea .stk-button__inner-text{font-size:15px !important;color:var(--theme-palette-color-8, #ffffff) !important;font-weight:200 !important;}@media screen and (max-width:999px){.stk-1cf8bea .stk-button__inner-text{font-size:15px !important;}}<\/style><a class=\"stk-link stk-button stk--hover-effect-darken\" href=\"mailto:Bumin.Hatiboglu@ipa.fraunhofer.de\" title=\"Bumin.Hatiboglu@ipa.fraunhofer.de\"><span class=\"has-text-color stk-button__inner-text\">Bumin.Hatiboglu@ipa.fraunhofer.de<\/span><\/a><\/div>\n<\/div><\/div>\n<\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-56a43b6\" data-block-id=\"56a43b6\"><\/div>\n\n\n\n<div class=\"wp-block-stackable-columns stk-block-columns stk-block stk-fc04401\" data-block-id=\"fc04401\"><style>.stk-fc04401 {padding-right:24px !important;padding-left:24px !important;}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content stk-content-align stk-fc04401-column\">\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-a194320\" data-v=\"4\" data-block-id=\"a194320\"><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-a194320-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-a194320-inner-blocks\"><div data-block=\"hook:1248\" class=\"alignfull\"><article id=\"post-1248\" class=\"post-1248\"><div class=\"entry-content is-layout-constrained\">\n<div class=\"wp-block-stackable-button-group stk-block-button-group stk-block stk-fcd1a8a\" data-block-id=\"fcd1a8a\"><style>.stk-fcd1a8a {margin-bottom:24px !important;}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content stk-button-group\">\n<div class=\"wp-block-stackable-icon-button stk-block-icon-button stk-block stk-82470ba is-style-ghost\" data-block-id=\"82470ba\"><style>.stk-82470ba .stk-button{background:transparent !important;}.stk-82470ba .stk-button:hover{background:transparent !important;opacity:1 !important;}:where(.stk-hover-parent:hover,  .stk-hover-parent.stk--is-hovered) .stk-82470ba .stk-button:after{background:transparent !important;opacity:1 !important;}.stk-82470ba .stk-button:before{border-style:solid !important;border-color:var(--theme-palette-color-9, #264e5d) !important;}.stk-82470ba .stk-button .stk--inner-svg svg:last-child, .stk-82470ba .stk-button .stk--inner-svg svg:last-child :is(g, path, rect, polygon, ellipse){fill:var(--theme-palette-color-11, #006e92) !important;}<\/style><a class=\"stk-link stk-button stk--hover-effect-darken\" href=\"javascript:window.history.back();\" title=\"Back\"><span class=\"stk--svg-wrapper\"><div class=\"stk--inner-svg\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewbox=\"0 0 512 512\" aria-hidden=\"true\" width=\"32\" height=\"32\"><path d=\"M9.4 233.4c-12.5 12.5-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0s12.5-32.8 0-45.3L109.3 288 480 288c17.7 0 32-14.3 32-32s-14.3-32-32-32l-370.7 0 73.4-73.4c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0l-128 128z\"><\/path><\/svg><\/div><\/span><\/a><\/div>\n<\/div><\/div>\n<\/div><\/article><\/div>\n\n\n\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-5cbd537\" id=\"quick-check\" data-block-id=\"5cbd537\"><style>.stk-5cbd537 {margin-bottom:0px !important;}<\/style><h1 class=\"stk-block-heading__text\">AI Competence in Customer Support<\/h1><\/div>\n\n\n\n<div class=\"wp-block-stackable-icon-label stk-block-icon-label stk-block stk-9c593c0\" id=\"quick-check\" data-block-id=\"9c593c0\"><style>.stk-9c593c0 .stk-inner-blocks{gap:8px !important;}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content\">\n<div class=\"wp-block-stackable-icon stk-block-icon has-text-align-left stk-block stk-624347f\" data-block-id=\"624347f\"><style>.stk-624347f .stk--svg-wrapper .stk--inner-svg svg:last-child{height:16px !important;width:16px !important;}.stk-624347f .stk--svg-wrapper .stk--inner-svg svg:last-child, .stk-624347f .stk--svg-wrapper .stk--inner-svg svg:last-child :is(g, path, rect, polygon, ellipse){fill:var(--theme-palette-color-10, #25bae2) !important;}<\/style><span class=\"stk--svg-wrapper\"><div class=\"stk--inner-svg\"><svg style=\"height:0;width:0\"><defs><lineargradient id=\"linear-gradient-624347f\" x1=\"0\" x2=\"100%\" y1=\"0\" y2=\"0\"><stop offset=\"0%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-624347-f-color-1)\"><\/stop><stop offset=\"100%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-624347-f-color-2)\"><\/stop><\/lineargradient><\/defs><\/svg><svg data-prefix=\"fa\" data-icon=\"star\" class=\"svg-inline--fa fa-star fa-w-18\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewbox=\"0 0 576 512\" aria-hidden=\"true\" width=\"32\" height=\"32\"><path fill=\"currentColor\" d=\"M259.3 17.8L194 150.2 47.9 171.5c-26.2 3.8-36.7 36.1-17.7 54.6l105.7 103-25 145.5c-4.5 26.3 23.2 46 46.4 33.7L288 439.6l130.7 68.7c23.2 12.2 50.9-7.4 46.4-33.7l-25-145.5 105.7-103c19-18.5 8.5-50.8-17.7-54.6L382 150.2 316.7 17.8c-11.7-23.6-45.6-23.9-57.4 0z\"><\/path><\/svg><\/div><\/span><\/div>\n\n\n\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-cdc2d3f\" id=\"span-data-stk-dynamic-current-page-post-taxonomy-term-projektformat-contenteditable-false-class-stk-dynamic-content-post-taxonomy-placeholder-span\" data-block-id=\"cdc2d3f\"><p class=\"stk-block-heading__text\">AI Explorer<\/p><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-c21bed1\" id=\"ausgangssituation\" data-block-id=\"c21bed1\"><h2 class=\"stk-block-heading__text\">Initial situation<\/h2><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-65e3563\" data-block-id=\"65e3563\"><style>.stk-65e3563 {column-count:1 !important;}<\/style><p class=\"stk-block-text__text\">In light of the ongoing shortage of skilled workers, it is becoming increasingly difficult for SMEs - especially in rural regions - to find suitable specialists. Currently, Lauffer does not use any AI applications; data processing in systems such as ERP, PDM and service management is largely manual.<br>The project therefore aims to identify suitable AI use cases to improve customer service through intelligent self-service and by linking and analyzing service, ticket and machine data. Such AI solutions can help customer service to respond more quickly to inquiries, solve problems automatically and work more efficiently overall. This can both increase service quality and mitigate the effects of the skills shortage.<br>\u00a0<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-8c26049\" id=\"losungsidee\" data-block-id=\"8c26049\"><h2 class=\"stk-block-heading__text\">Solution idea<\/h2><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-ab6a506\" data-block-id=\"ab6a506\"><style>.stk-ab6a506 {column-count:1 !important;}<\/style><p class=\"stk-block-text__text\">In order to identify the potential of AI in customer service, a structured series of workshops was held as part of the AI Explorer. Based on the current tasks and challenges, possible use cases were developed, which were then jointly evaluated and prioritized. A detailed analysis of the cost-benefit ratio and the technical and organizational requirements for implementation was carried out for the three most promising use cases. The aim of the project was to develop a sound basis for decision-making and a project plan for the implementation of the top 3 use cases.<\/p><\/div>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-1e747a7\" id=\"umsetzung-der-ki-applikation\" data-block-id=\"1e747a7\"><h2 class=\"stk-block-heading__text\">Implementation of the AI application<\/h2><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-d745445\" data-block-id=\"d745445\"><p class=\"stk-block-text__text\">The following final recommendation was made: For the successful use of AI, it is recommended to rely on established out-of-the-box solutions, as individual developments involve a great deal of effort and are hardly worthwhile for smaller companies. Sufficient data quality is a prerequisite, which is why the systematic collection, cleansing and checking of relevant data should be started at an early stage, e.g. with a quick check for predictive maintenance. Processes also need to be streamlined and further digitalized in order to create a reliable basis for AI applications.<\/p><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n\n\n\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>In the project, potentials for the use of AI in customer service were identified and prioritized to sustainably increase service efficiency through forward-looking planning, intelligent automation, and improved information utilization. Based on a structured analysis, concrete implementation concepts are being developed for the three most promising use cases: social workforce planning, predictive maintenance, and an AI-powered assistance system. <\/p>","protected":false},"author":4,"featured_media":2430,"template":"","format":"standard","meta":{"_acf_changed":true,"_gspb_post_css":".gspb_container-id-gsbp-1fa6a74,.gspb_container-id-gsbp-933ef16,.gspb_container-id-gsbp-eafe0ac{flex-direction:column;box-sizing:border-box}#gspb_container-id-gsbp-1fa6a74.gspb_container>p:last-of-type,#gspb_container-id-gsbp-933ef16.gspb_container>p:last-of-type,#gspb_container-id-gsbp-eafe0ac.gspb_container>p:last-of-type{margin-bottom:0}#gspb_container-id-gsbp-933ef16.gspb_container{position:relative;padding:24px;box-sizing:border-box}#gspb_container-id-gsbp-eafe0ac.gspb_container{position:relative;display:block;margin-left:auto;box-sizing:border-box}#gspb_container-id-gsbp-1fa6a74.gspb_container{position:relative;display:block;margin:0;padding:24px;background-color:var(--wp--preset--color--palette-color-11, var(--theme-palette-color-11, #006e92))}@media (max-width:991.98px){#gspb_container-id-gsbp-1fa6a74.gspb_container{background-color:var(--wp--preset--color--palette-color-11, var(--theme-palette-color-11, #006e92))}}@media (max-width:767.98px){#gspb_container-id-gsbp-1fa6a74.gspb_container{background-color:var(--wp--preset--color--palette-color-11, var(--theme-palette-color-11, #006e92))}}@media (max-width:575.98px){#gspb_container-id-gsbp-1fa6a74.gspb_container{background-color:var(--wp--preset--color--palette-color-11, var(--theme-palette-color-11, #006e92))}}#gspb_container-id-gsbp-1fa6a74.gspb_container{box-sizing:border-box}"},"bereich":[24,22],"institut":[26],"projektformat":[11],"class_list":["post-4389","projekt","type-projekt","status-publish","format-standard","has-post-thumbnail","hentry","bereich-produktion-qualitaetsmanagement","bereich-verwaltung-organisation","institut-ipa","projektformat-ai-explorer"],"blocksy_meta":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/projekt\/4389","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/projekt"}],"about":[{"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/types\/projekt"}],"author":[{"embeddable":true,"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/users\/4"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/media\/2430"}],"wp:attachment":[{"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/media?parent=4389"}],"wp:term":[{"taxonomy":"bereich","embeddable":true,"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/bereich?post=4389"},{"taxonomy":"institut","embeddable":true,"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/institut?post=4389"},{"taxonomy":"projektformat","embeddable":true,"href":"https:\/\/www.ki-fortschrittszentrum.de\/en\/wp-json\/wp\/v2\/projektformat?post=4389"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}