ChatGPT and AI - Three questions for Wolfgang Keller
How does the Würth Group's IT department assess the potential uses of AI? What will this change for Würth? Wolfgang Keller provides answers to these questions. He is responsible for the team in the field of sales force system development, which, among other things, develops and supports the voice & chatbot PICO.
How does AI affect Würth?
"Our business model is receiving important new impetus from AI. We can increase our customer loyalty through more efficient data analysis and personalization and thus be successful in the long term. We can also automate our processes and thus save time and costs. But it is important to emphasize that the use of AI also raises ethical questions and that we as a company must address them responsibly. We are therefore actively addressing the opportunities and risks of the technology and shaping it responsibly for our customers."
What specific benefits does AI bring to customers?
"By using AI, we can collect and better understand targeted data to put it into context. This allows us to meet our customers' needs faster by providing personalized offers at different touchpoints. We can better predict customer needs and put them at the center by providing service and product suggestions tailored to their individual needs. As a customer, who wouldn't want to be better understood and receive offers tailored to their needs?"
How do you rate the importance of ChatGPT?
"In the past few months, I have had the opportunity to intensively study the phenomenon of ChatGPT. Since then, a new era of technology has begun for me. The ability for algorithms to remember and build on previous conversations is a milestone for AI adoption and proliferation. We're already successfully using ConversationalAI in our PICO app in the field, but this new technology takes us even further."