Service Intelligence

The value proposition must not only be designed but also delivered. Service Intelligence therefore focuses inward, so to speak, on the service’s operating model. We examine what data from products, processes, and the (product) usage phase a company needs to deliver service in a predictable, efficient, and increasingly proactive manner. This also includes designing efficient and, where possible, autonomous service processes, as well as realigning roles and organizational structures.

We deploy artificial intelligence where it actually improves service operations and develop system landscapes that support both (service) employees and customers alike. We don’t just examine what is feasible; we actively demonstrate which new service offerings are made possible by data, AI, and connected systems.

Examples of Research Questions

• How should the organizational structure for future service organizations be designed given the need for digital skills?
• How can autonomous service – without human intervention – be implemented?
• What data must be collected, and how should it be made available for further use?
• What will the service IT system landscape look like in the future, and what impact will AI agents have on the service?
• What data do providers make available to their customers, and how are information asymmetries addressed?