Artificial intelligence, real impact: customer satisfaction rethought
© ehb electronics gmbh Round-the-clock customer service, faster answers to technical questions and increased internal knowledge - what sounds like a promise for the future is already a reality at ehb electronics gmbh . This has been made possible by the targeted use of artificial intelligence. Supported by KI.WI, the AI network of the Hanover economic region , and a KI.WI partner, the company has developed an intelligent chatbot that not only relieves customers but also its own employees - and opens the door to a sustainable AI strategy.
The challenge: technical knowledge for everyone
© ehb electronics gmbh ehb electronics specializes in control components - products that often require explanation. Customers call with specific questions and need quick answers - often outside normal business hours. Previously, only particularly experienced employees were able to answer these queries directly. Others first had to work their way through internal product documentation, which took time - and usually required a callback.
This was not ideal, especially for urgent matters such as commissioning or repairing machines. The vision: a system that makes the collected product knowledge available at all times - for customers and employees.
The solution: a chatbot as a digital knowledge assistant
© ehb electronics gmbh A customized chatbot was developed with the support of the KI.WI Network Hannover and a suitable implementation partner. The AI solution accesses existing product documentation and can answer technical questions automatically - around the clock, in several languages and without waiting times.
Employees use the bot when talking to customers to access information immediately - effectively sharing knowledge within the company. At the same time, customers can find answers themselves via the website - even on public holidays or at weekends.
More than just technology: a cultural change in the company
© ehb electronics gmbh However, technical progress is only part of the success. The project has also sparked interest and openness to AI within the company. Numerous employees have taken advantage of the free digital skills development program offered by KI.WI. Completing the AI canvas model together helped to clearly formulate strategic goals and dispel fears.
The management played a central role in this: it actively drove the topic forward and opened up the space for new ideas - with the clear aim of establishing AI as an integral part of the corporate strategy in the long term.
Systematic success: an overview of the services offered by KI.WI Hannover
As part of KI.WI, ehb electronics took advantage of a wide range of offers from the KI.WI network to provide a targeted and practical introduction to the world of artificial intelligence. It started with information events and webinars that offered initial orientation and provided basic knowledge on the introduction of AI in the company.
This was followed by an individual initial consultation in which specific project ideas were developed together with a KI.WI partner and possible application scenarios for the use of AI in the company were discussed. A key step was participation in an AI workshop in which the AI canvas model was completed - a valuable tool for identifying strategic goals, opportunities and challenges in a structured manner.
The network then provided support in finding suitable implementation partners to assist with the technical implementation of the chatbot. Throughout the entire process, the network management provided advice and ensured close, reliable support.
At the same time, ehb electronics employees took advantage of the opportunity to receive further training as part of the digital training program and expand their skills in the field of artificial intelligence in the long term.
More efficiency, more satisfaction - internally and externally
Today, the chatbot is not just a digital tool, but part of a cultural change at ehb electronics: customers receive fast, comprehensible and multilingual support at all times. Employees are relieved and have access to centralized product knowledge. The willingness to engage with AI has grown noticeably. And the foundations have been laid for further AI projects in the company.
What began as an idea is now a milestone on the road to the digital future. ehb electronics shows how small and medium-sized companies can use artificial intelligence in a concrete and practical way with the right support - for better customer service, greater efficiency and a strong, learning team.
Contact us
Dr. Jöran Wrana
Hanover Region
Economic Development
Department of Economic Development and Employment Promotion
