AI in operation

Artificial intelligence (AI) is no longer a dream of the future, but a practical tool that offers craft businesses and SMEs concrete competitive advantages. But how can AI be used sensibly in everyday working life? Heiko Roth, CEO and CTO of EGOTEC AG, explored this question in a presentation at the Neckar-Odenwald District Craftsmen's Association. His conclusion: AI is feasible, affordable and can bring great efficiency gains even with small steps - be it in customer communication, knowledge management or process automation.

Why act now? Three good reasons for AI in business

1. Overcome skills shortages AI helps to secure knowledge and document work processes - particularly important in the event of staff turnover or retirement.
2. Meeting customer expectations 24/7 availability via chatbot or automated appointment booking are becoming increasingly important.
3. Increase efficiency & save costs Save time on repetitive tasks such as invoice verification, warehouse management or tender processing.

Concrete possible uses of AI in operations

1. customer communication & service: chatbots as digital helpers

Problem: Customers expect answers around the clock, but staff are scarce.

Solution: AI chatbots answer standard enquiries (e.g. about opening hours or products) and pre-filter telephone enquiries.

Practical example: Holzbau Hennrich's chatbot informs customers about the types of wood used, sustainability and projects - without any manual effort.

"A chatbot is like a super-smart journeyman who understands texts, answers questions - and never takes a break."

2. knowledge retention: expert knowledge for the future

Problem: Expertise is lost due to staff turnover or retirement.

Solution: AI-based knowledge databases analyse intranet, emails or chat histories and make knowledge retrievable - by voice or text input.

Application:

• Older employees document their knowledge by voice input.
• Trainees and new employees access prepared instructions and experience reports.

3. automation of repetitive tasks

AI takes over recurring tasks and saves time:

• Invoice verification: automatic extraction of invoice data and transfer to the ERP system.
• Controlling: Comparison of quotations, time reports and invoices.
• Internal enquiries: Employees receive answers to questions about holiday rules or work processes via chat.

4. process tenders more efficiently

AI provides support with:

• Automatic tender analysis: key requirements (deadlines, material specifications) are extracted.
• Text generation: Suitable formulations for "sustainable materials" or "reference projects" are suggested.
• Price & calculation aid: Historical data and market comparisons help to calculate competitive prices.

Benefit: Up to 50 % time saving when preparing quotations.

5. data analysis: utilise hidden potential

Problem: Data is lying idle or is not being utilised.

Solution: AI identifies patterns (e.g. in sales figures) and makes recommendations for action. AI recognises patterns that are not immediately obvious.

Example: A retailer optimises stock levels based on weather data and historical sales.

Data protection & compliance: using AI securely

AI in trade is possible in compliance with data protection regulations - with clear rules:

1. Data minimisation: only collect necessary data (e.g. do not store personal data in chatbot logs).
2. European hosting solutions: Host data in the EU (e.g. Mistral, self-hosting in German data centres).
3. Transparency: Inform customers clearly (e.g. note: "You are communicating with an AI assistant").

Legal framework:

• EU AI Act: only low-risk applications(chatbots, document analysis) are usually relevant for tradespeople.
• GDPR: Obtain consent, adapt privacy policy, do not transfer data to third countries.

Funding programmes: Financial support for AI projects

SMEs and craft businesses can benefit from various funding programmes. The Chamber of Skilled Crafts will be happy to advise you on current funding opportunities.

For example, the Chamber of Skilled Crafts advises on the current programme Mittelstand-Digital Zentrum Handwerk (free advice).

Technology: How does an AI chatbot work?

• Large Language Models (LLM): Calculate probabilities for the most likely answer.
• Prompt engineering: Clear instructions (e.g. "Answer as a master roofer in Baden-Württemberg") improve the results.
• Connectors: Connect AI with your own data sources (NAS, emails, CRM).

Conclusion: AI is not witchcraft - it's a tool

AI offers tradespeople and SMEs concrete solutions for everyday challenges - from customer communication to tender processing. With European providers and subsidies, getting started is feasible, affordable and compliant with data protection regulations.

Your next step

Get advice: Contact EGOTEC