Use of artificial intelligence in companies

The use of artificial intelligence in companies can improve production performance considerably and on a lasting basis – but it also harbours serious risks.

“Artificial intelligence” (AI) refers to technologies that enable computer systems to perform tasks that actually require human intelligence. AI is already in use in numerous industries and, with the help of intelligent software solutions, automatically processes labour-intensive and time-consuming repetitive tasks that require many manual steps. For example, AI can be used on websites as a chatbot by being asked questions via a chat, to which it then gives answers that specifically match the question, thereby ensuring contact with customers around the clock. This not only contributes to customer satisfaction, but also considerably relieves human workers.

But it is not only question-and-answer systems that are suitable for AI: by setting up automatic digital inboxes, AI can for example also make it easier to retrieve and allocate customer messages, calculate deadlines or create customer profiles.

Quite clearly an enormous potential. It is obviously advisable to identify internal working structures and their potential for improvement, in order then to make them more automated and effective through the use of industry-specific tools with AI. Productivity and customer satisfaction could be increased on a lasting basis.

Is AI therefore an option with unlimited possibilities and no drawbacks? Not quite.

For all the enthusiasm about applications, we must not overlook the fact that the use of AI also creates new problem areas. Problems arise in particular with regard to the protection of internal company data. If, when using an AI, personal and confidential data are entered into the AI tool so that it can, for example, draft a client letter, other users may also be able to retrieve these data in future. Cases of such unwanted publication of data by a company’s employees are unfortunately not uncommon and harbour, among other things, the risk of fines for breaches of the GDPR as well as reputational damage for the company.

Companies must counter these risks effectively. If an informed and attentive use of AI that has been briefed on the risks is ensured, a company could in future draw great advantages from the use of these systems. Suitable measures for this are training employees on the (data-)secure handling of AI, as well as setting up an internal AI channel that prevents confidential data from being disclosed unnoticed. AI guidelines that provide specifications on possible questions to the AI are also indispensable.