Idstein Serviceware SE ("Serviceware", ISIN DE000A2G8X31) supports one of the largest transportation associations in Europe with its innovative software solutions based on Artificial Intelligence (AI). The transportation association with around 8 million inhabitants in its transportation network is now relying on the Serviceware Platform and the Solution Bot, which uses AI to answer user questions at a high level of quality, for the further digitalisation of its service processes. This customer acquisition underlines Serviceware's in-depth expertise in the field of AI, which has been continuously expanded over the past five years and is now consistently reflected in the ESM platform. AI improves the quality and efficiency of Serviceware products in use by customers, while Serviceware is also increasingly using Artificial Intelligence internally in the further development and programming of the platform.
At the transportation association, service employees and chatbots alike rely on the ESM platform module Serviceware Knowledge from Serviceware to answer user questions. This software solution provides the transportation association with a central knowledge database that provides all the information needed to answer user questions in a matter of seconds. The information from the knowledge database is automatically delivered to the service employees and the chatbot using ChatGPT, which is now integrated into the ESM platform. The knowledge database is successively filled with all the necessary information and constantly updated. ChatGPT is integrated in such a way that only the transportation association's own knowledge pool is used for the service.
Serviceware was early to recognize the great potential of Artificial Intelligence in service processes and has turned AI into an integral part of its growth strategy. Serviceware has been operating its own AI Competence Center since 2018 and is driving innovation in this area, including in close cooperation with the Technical University (TU) Darmstadt, one of the world's leading universities in the field of AI.
Dr. Adrian Engelbrecht, Head of the Serviceware AI Competence Center: "Artificial Intelligence is a game changer for efficient digital service processes. The deal with one of the largest transportation associations in Europe once again underpins our leading position in this field. By integrating Serviceware Knowledge and the Solution Bot, the transportation association can take its customer service to the next level. Digitalisation in public transportation is only just in its infancy and we see great potential here for the use of our innovative platform modules. The Solution Bot and Serviceware Knowledge have already generated considerable added value since their implementation at the transportation association."