AI solutions are helping logistics companies like FIEGE optimize transport routes and spaces. In 2023, eight percent of companies in the EU used AI, while in Germany it was about twelve percent. However, researchers from the Leibniz Center for European Economic Research (ZEW) note that it’s difficult to determine precisely how much AI is used by small and medium-sized enterprises (SMEs).
What was once labeled as artificial intelligence is now often just part of an automation solution. This pragmatic approach means that SMEs are not just riding the hype wave of AI; they expect digital solutions to be beneficial. AI can simplify both internal and external processes, and many SMEs benefit from intelligent algorithms that can quickly identify patterns in large datasets. They use AI to find potential errors in production or unusual data access.
Predictive maintenance is one of the applications where AI has proven useful. Companies can repair machines before they break down, rather than waiting for a failure. For instance, FIEGE Air Cargo Logistics uses AI to optimize logistics and make full use of transport space.
AI is also enhancing customer service and communication. Companies are leveraging generative AI to elevate their customer interactions, which influences brand perception. As excellent products alone are not enough to secure customer loyalty, effective communication becomes crucial.
For example, a simultaneous translation tool called “TranscribbyAI” was developed for the German Agricultural Society (DLG). It can process spoken language in real-time and translate it into over 100 languages, which is particularly beneficial for those with hearing impairments, ensuring accessible information.
This translation tool uses the latest AI language models from Microsoft Azure AI Services, ensuring data protection and security by operating on German servers. At trade fairs, the DLG uses this tool to enhance understanding among visitors.
Data protection is a priority for SMEs using AI solutions. They need to trust that their service providers consider data protection and IT security. While using public AI models like ChatGPT for personal tasks is fine, caution is advised in professional settings due to potential data leaks.
The UKA Group has opted for a secure, data-protection-compliant AI application. Their employees use the Business GPT service from Deutsche Telekom, which allows them to work more efficiently without risking data security. This service processes data in a European Microsoft Cloud, separate from other users, ensuring compliance with data protection regulations.
Business GPT can integrate company-specific databases and intranet connections, providing precise responses. Companies can also offer custom models with specific knowledge for different applications within their departments.
SMEs like the UKA Group expect AI to provide tangible benefits, such as tools that make employees more efficient and secure. The demand for AI solutions that offer more automation and efficiency, while ensuring security, is high. AI agents, which can autonomously collect information and make decisions, are seen as a future trend.
For example, a travel booking AI agent could guide users through booking a flight, check calendars, make bookings, and update schedules. These autonomous programs are suitable for many tasks and industries, particularly as customer service bots. Unlike regular chatbots, they learn independently and adapt to new situations.
AI assistants must be tailored to company needs, as businesses differ in infrastructure, IT, and CRM systems. These solutions must scale easily and integrate seamlessly into existing systems, observing data protection rules and EU regulations.
As AI becomes integrated into more products and services, service providers must adhere to regulations and internal guidelines for data and AI use. Deutsche Telekom, for instance, established ethical guidelines for AI in 2018, ensuring transparency when customers interact with AI.
AI has been a focus at the DIGITAL X digitalization fair, where SMEs can learn about AI solutions and services. The next event is in September 2025 in Cologne, but there will be a tour across Germany and a stop in Vienna, starting in March.