Interview: AI involves three key elements – customers, expertise, and culture

Artificial intelligence should not be an end in itself. It must be more than just a tool for creating beautiful images or appealing texts. It must deliver a measurable advantage to our business processes. This advantage could impact trade, customers, products or the workforce, and ideally it should integrate seamlessly into our working environment and IT infrastructure. Acceptance within the company is crucial. Employees must feel that AI is helping them to do their jobs better. They should feel supported, not replaced.

AI can offer real added value in terms of the customer experience. For example, if someone is interested in a new car, AI can show them configured models in all colours and configurations from every angle, as well as checking availability, preparing quotes, offering financing options and arranging test drives in demonstration vehicles with comparable configurations. All of this information is conveniently available at any time via smartphone.

Based on such enquiries, we can derive production patterns, ensuring that we only manufacture cars for which there is actual demand. The situation is similar for car owners. Customers have high expectations when it comes to personalised service, speed and availability. AI agents can quickly handle standard enquiries such as online appointments for inspections, tyre changes or general vehicle queries, while providing a direct link to advisors for more in-depth issues. AI tools also greatly simplify processes related to data protection and document reconciliation.

Overall, this allows us to meet our customers' needs while operating efficiently, which is a significant advantage given demographic changes. Job profiles become more appealing when repetitive tasks, such as document comparisons, are handled by AI. This frees up employees to contribute content, develop ideas and drive things forward.

For AI to reach its full potential, those who will work with it must recognize its added value and understand how it works. They should not view AI as a threat or a source of uncertainty, but rather as a support tool. The key is to gradually convince people using small pilot projects or case studies. AI can simplify tasks, speed up processes, reduce effort, and lower error rates. In many situations, especially when it comes to research or document comparison, combining AI suggestions with human judgment can provide relief while improving quality. However, AI alone is not 100% reliable. Therefore, the human factor remains crucial, especially when introducing new tools.

Companies need to think holistically and strategically when using AI. What makes economic sense? Where is there real added value? Responsible handling of data is equally important. Who provides the AI with up-to-date data? From which sources does the AI learn, and how is it developed further? Additionally, cybersecurity must be considered wherever AI is used because it opens up enormous areas of vulnerability.

In addition to LHIND's extensive technical expertise, the human factor was also crucial. The two companies share a similar culture and value system characterized by a focus on customers, an awareness of quality, professionalism, and humanity.

In our joint project, the enthusiasm of our team members for new solutions complemented the experience of our experts, who had already implemented a wide variety of projects and structures. Combining the right people with the right skills is what made the collaboration so successful.

We value partners who think holistically and evaluate new technologies and trends in the context of economic efficiency, data protection, and security. Important questions such as "How do I translate innovations into an operational infrastructure?" and "Does a new tool offer real added value, or is technology being used just for the sake of technology?" must be answered practically. In this regard, Lufthansa Industry Solutions has been and continues to be a valuable advisor to us.

First and foremost, it's crucial to establish a clear focus because not every AI system can do everything right away. Rather than thinking in terms of technology, dealerships should analyze their processes to identify the real bottlenecks. That's where the greatest added value can be created. A structured approach is helpful here. First, determine the degree of maturity. Then, evaluate the potential. Finally, implement in a targeted manner. It is crucial to keep expectations realistic. AI is not a miracle cure, but it is a powerful tool when used correctly.