The use of AI at the interface to the customer is changing existing fields of activity. Auf der technischen Seite ist die Herausforderung, die Daten aus dem Feld mit Hilfe der KI für neue Geschäftsmodelle nutzbar zu machen. Dabei entstehen sowohl interne als auch externe Schnittstellen zwischen der KI und den klassischen Rollen des Kunden und der Servicemitarbeitenden, aber auch zwischen den KI-Entwickelnden und den Servicemitarbeitenden. In bestimmten Prozessen mögen sogar die KI-Entwickelnden direkt mit den Kunden in Kontakt treten um spezifische Features der KI nach Kundenwunsch zu implementieren.

As part of the HUMAINE project, a multi-stage process model was developed and piloted for this purpose. It focuses on the targeted and cost-effective elicitation of domain expertise from the machine manufacturer’s technical experts as well as the customer’s process knowledge. It is also worth noting the continuous enrichment and refinement of the knowledge generated using AI and rule-based evaluation logic throughout the process model. Equally important is the continuous verification and adaptation of the algorithms, which requires close interaction between data scientists and domain experts that extends beyond the development phase.

In the age of AI, traditional mechanical engineering companies in Germany face the challenge of adopting new business models and transforming themselves into digital service providers. Instead of merely selling machines, companies can now also offer data-driven services that enable predictive maintenance and optimized production processes. These services not only provide customers with added value but also create new revenue streams for the companies. However, developing and selecting a suitable business model poses a practical challenge for mechanical engineering companies. To address this issue, a roadmap was developed and piloted as a blueprint as part of the HUMAINE project. Following the principle of practical hypothesis testing, the focus is on the early piloting of various potential business model approaches.

To achieve an employee-centered approach to role development, a roadmap was developed and piloted as a blueprint as part of the HUMAINE project. The focus is on the in-depth involvement of all affected employees in the detailed role development process. This enables employees to engage with their own roles at an early stage and, later on, to identify more strongly with them. Another key element is the identification and implementation of necessary actions by the employees themselves. The pilot was conducted at SEEPEX in the Customer Service department.

SEEPEX GmbH, Bottrop

Ruhr Universität Bochum, Institut für Arbeitswissenschaft

Ruhr Universität Bochum, Lehrstuhl für Produktionssysteme

Ruhr Universität Bochum, Institut für Kommunikationsakustik

Ruhr Universität Bochum, Industrial Sales and Service Engineering