AI redefines service excellence

Artificial intelligence (AI) is the transformative technology in today’s business landscape. One of the key advantages of AI is automating repetitive and time-consuming tasks. By harnessing the power of machine learning (ML) algorithms and data analytics, AI:

Enables businesses to automate processes
Enhances customer experience
Helps make more informed decisions
Reduces operational costs
Drives competitive advantage in the digital age

Innovations for practical AI applications

Serviceware is proud to be leading the research and development of artificial intelligence for service processes and financial planning. The dedicated team at our AI innovation lab works in close cooperation with the Technical University (TU) Darmstadt where esteemed Professor Dr. Peter Buxmann, Chair of Business Informatics at TU Darmstadt, researches the impact of artificial intelligence on business and the economy.

The introduction of ChatGPT has given another huge impulse to the use of generative AI, particularly in customer service management. Today we feed our processes with AI-boosted and AI-optimized data. In the next evolutionary step we will see AI helping to design fully automated workflows for real customer requirements in order to improve service excellence.

Unlocking the full value of your data

Every algorithm, even the most intelligent, relies on data. Whether it exists in distributed databases, whether structured or unstructured: in the age of AI data must exist.

Our decades-long experience building software, working with clients and developing models has provided us with terabytes of data points to train our software. Serviceware software solutions, and in turn our customers, continue to benefit from the accumulative effect of this learning. Processes become smarter, clients win.

The Serviceware Enterprise Service Management platform learns from and works with:

Workflow and process data
Service ticket data
Service catalog allocations
Financial planning data
Knowledge content and data

Flexibly leveraging these data in real time, driven by the best programmed and trained algorithms which are language- and sentiment-aware: That’s the Serviceware AI advantage.

"Anyone and everyone can use ChatGPT today and enter prompts, similar to Google. In the end, though, it always comes down to the right data, because without accurate data, even the best algorithms are helpless."

Professor Dr. Peter Buxmann
Chair of Business Informatics, TU Darmstadt

Dr. Adrian Engelbrecht and Professor Dr. Peter Buxmann

Our AI track record

2024: Strategic Service Consulting (a Serviceware SE company) launches the AI powerhouse framework to help companies define and implement their AI strategy.
2023: Serviceware integrates OpenAI (ChatGPT) into platform.
2023: Serviceware Financial offers more speed in simulations and cost modeling: "what if"-scenarios are now a matter of minutes only.
2022: Serviceware launches Performance AI, an ML tool that accelerates planning cycles and increases the efficiency and quality of planning and forecasting.
2020: Serviceware SE introduces innovative appointment scheduling for healthcare institutions to manage safety and utilization of testing facilities.
2021: Serviceware establishes AI-driven automation of service processes.
2020: The "Content Creation Assistant" generative AI solution was created in Serviceware’s AI competence center and introduced in Serviceware Knowledge.
2020: With the help of machine learning the "Solution Assistant" is introduced to the ESM platform.
2019: Opening of office for AI research in Darmstadt: 10 Serviceware employees as well as representatives of the university will do practice-oriented research on AI, under the leadership of Dr. Adrian Engelbrecht.
2019: Serviceware SE and TU Darmstadt start cooperation in the sector of artificial intelligence.

“AI will impact workplaces and by extension service processes more and more in the future. The use of AI will significantly contribute to global growth effects. During this development, the synergy between science, industry, and politics is paramount, and our cooperation with Serviceware fits perfectly into this framework.”

Professor Dr. Hans Jürgen Prömel
Former President, Technical University Darmstadt

The Serviceware Platform: turning AI into business value

Generative AI combines unstructured information from diverse data sources to generate context-specific and personalized information and workflows for both service consumers and service managers. Machine learning enhances planning capabilities by providing predictive modeling, scenario-based planning, control, and validation processes. Today, numerous AI applications are actively used by many of our Serviceware Platform customers:

Chatbot solutions

AI supports you to easily create and run fully automated or hybrid chatbot solutions for your customers and employees using Natural Language Processing (NLP).

Content and knowledge optimization

AI helps build and optimize your knowledge base by creating content, consolidating, integrating and merging articles.

Service ticket classification and routing

AI steers the evaluation and allocation of service requests through keyword and sentiment analysis.

Generate answers automatically

AI answers queries in natural language based on valid information from the knowledge database.

Scenario-based, predictive corporate planning

Machine learning introduces a new flexibility to your financial business planning and forecasting with scenario-based modeling.

IT Financial Management (ITFM) and Technology Business Management (TBM)

Machine learning helps you to project the profitability of your IT service portfolio when considering changes to your service catalog.

Explore our Solutions

"Generative AI and machine learning are the key transformational factors in Enterprise Service Management in general and in Customer Service Management in particular. We recognized this early on and consequently introduced our AI innovation lab. Today, we offer pioneering AI solutions via the Serviceware platform that bring measurable customer benefits."

Dirk K. Martin
CEO, Serviceware SE