Artificial intelligence

What is Artificial intelligence?

Artificial intelligence refers to computer systems capable of performing tasks that typically require human intelligence, such as visual perception, speech recognition, decision-making, and language translation, by leveraging algorithms to learn from data and adapt to new inputs without explicit programming for every scenario.

Unlike Cloud computing, which provides on-demand access to shared computing resources over a network, Artificial intelligence adds the capability for autonomous pattern recognition and predictive analytics to those resources, enabling systems to interpret complex data and make decisions rather than merely storing or processing information.

Why does Artificial intelligence matter?

Artificial intelligence matters because it fundamentally reshapes operational efficiency and customer engagement across sectors. By leveraging machine learning algorithms, organizations can automate routine tasks such as processing returns and routing support tickets, which reduces operational costs while enabling faster service delivery. This automation allows support teams to focus on complex issues, transforming the overall efficiency of self-service portals and customer support workflows.

Beyond efficiency, AI enhances the quality of interactions by adapting to user behavior over time. Systems that ingest insights from social media, live chat, and email can learn from user interactions to improve performance and handle new scenarios. This continuous learning loop is essential for refining User experience design, ensuring that automated systems remain relevant and effective as customer expectations evolve.

However, the integration of AI requires careful management of data privacy and security to maintain customer confidence. Organizations must implement robust data protection measures to secure AI interactions and ensure compliance with regulations like GDPR. Furthermore, because AI cannot always satisfactorily handle complex B2B buying journeys, effective systems must include escalation features that allow customers to transition smoothly to human agents without losing context, preserving the necessary human touch in critical transactions.

How does Artificial intelligence work?

Artificial intelligence operates by processing vast volumes of data to identify patterns and automate complex tasks. In customer support environments, AI systems can handle routine operations such as processing returns, updating order information, and routing support tickets to the appropriate agents. This automation enables faster service delivery and higher customer satisfaction while allowing businesses to reduce operational costs.

The technology also leverages advanced analytical capabilities to improve self-service portals by examining user interactions. AI analyzes these interactions to understand customer preferences, which allows the system to offer personalized content and recommendations. Furthermore, it examines the patterns of resolved issues and the steps taken to resolve them, using this data to update knowledge bases, train chatbots, or generate new articles and videos to enhance the depth of information available.

Which platforms deliver Artificial intelligence?

How ACTUM implements Artificial intelligence

ACTUM structures its approach to Artificial intelligence under the 'AI & Data' division, focusing on leveraging data insights to guide organizational transformation. This strategy involves combining consulting, solution delivery, and change management to help clients adapt to rapid market changes through novel strategies.

The implementation process is demonstrated through our work with innogy SE, where the platform utilized built-in AI features and AI-based analytics to gain deeper insights into user behavior and performance. This application highlights the practical integration of artificial intelligence capabilities within a specific enterprise environment.

What results do companies get from Artificial intelligence?

Organizations implementing AI in utility sectors typically achieve significant operational efficiency, such as generating quotes and system designs 25 percent quicker, which directly translates to saving 15 minutes of sales team time per quote. This acceleration allows sales managers to increase their capacity by 10 percent, enabling them to service more customers effectively while reducing the administrative burden on support channels.

The integration of intelligent chatbots and real-time consumption insights transforms self-service portals into comprehensive solutions that reduce call center load and improve customer engagement. By leveraging these capabilities, companies can streamline billing processes and provide transparency, ensuring that resources are allocated to high-value interactions rather than routine inquiries.

Our work with Innogy demonstrates how low-code platforms combined with AI can optimize workflow for increased productivity, allowing Energy providers to scale their operations without proportional increases in overhead. This approach not only accelerates delivery but also ensures the flexibility needed to meet growing customer expectations for sustainable, eco-friendly solutions.