Customer service around the clock, 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 today. This has been made possible by the targeted use of artificial intelligence. With the support of KI.WI, the AI network of the Hannover economic region and an AI.WI partner, the company has developed an intelligent chatbot that not only relieves the burden on customers, but also on its own employees - and opens the door to a sustainable AI strategy.
The challenge: technical knowledge for everyone
ehb electronics specialises 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 enquiries 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 the commissioning or repair of 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
With the support of the KI.WI Network Hanover and a suitable implementation partner, a customised chatbot was developed. The AI solution accesses existing product documentation and can answer technical questions automatically - around the clock, in multiple 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.
" The educational and information offers on the use of AI in the company and the initial discussion with the KI.WI network management provided the impetus to take the first steps towards the concrete implementation of an initial project. By participating in the AI workshop, successfully finding realisation partners and providing ongoing support, we were able to successfully implement our project and provide additional benefits for customers and employees. The digital AI competence building programme helped us to build up the necessary know-how to develop a chatbot for our knowledge management and our customers together with a KI.WI partner - a real milestone for our company!
The KI.WI network helped us to put the puzzle together and achieve a sustainable solution. If I had known what resources were available in the Hanover region for SMEs, I would have started the implementation earlier."
Bernd Reinmold, Managing Director of ehb electronics gmbh
More than technology: A cultural change in the company
However, technical progress is only part of the success. The project has also awakened interest and openness to AI within the company. Numerous employees have taken advantage of the free digital skills development programme 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 goal 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 utilised a variety 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, during 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 KI 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 realisation of the chatbot. Throughout the entire process, the network management provided advice and ensured close, reliable support.
The network then provided support in finding suitable implementation partners to assist with the technical realisation of the chatbot. The network management provided advice throughout the entire process and ensured close, reliable support.
Parallel to this, ehb electronics employees took advantage of the opportunity to undergo further training as part of the digital training programme 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 centralised product knowledge. The willingness to engage with AI has grown noticeably. And the foundation for further AI projects in the company has been laid.
What started 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 practical and tangible way with the right support - for better customer service, more efficiency and a strong, learning team.
You can access the article from Hannover Wirtschaftsförderung here.