AI that delivers value instead of quick fixes

Last updated: 23.06.2026 08:00

With the VIER AI Strategy Canvas, the next AI project gets off to a solid start and delivers real added value.

New AI technologies are emerging almost daily, and many companies are wondering which use case they should implement next. However, successful AI projects rarely start with the technology. They start with a clearly defined problem. That is exactly why the VIER AI Strategy Canvas was developed.

The framework helps companies systematically identify and evaluate AI potential. Instead of jumping straight into tools or models, it first analyzes relevant business processes, customer intents, existing data sources, and knowledge bases. This creates a solid foundation for selecting the right AI use cases.

Example #1: Rethinking Customer Service

A company wants to make its customer service more efficient. The initial idea: a new voice AI agent. However, using the VIER AI Strategy Canvas, it becomes clear that the biggest challenge isn’t customer communication at all, but rather the internal search for information. The result: Instead of offering customers yet another channel, the company first introduces an AI-powered agent assist solution for its service representatives. The solution – such as VIER Copilot – supports service representatives in handling inquiries, thereby reducing processing time. The benefits are realized quickly, and acceptance within the team grows.

Example #2: Greater Efficiency with Emails

Another use case involves handling incoming customer inquiries via email. A structured analysis using the VIER AI Strategy Canvas reveals frequently recurring issues, available data, and potential automation steps. This leads to a solution that automatically classifies and prioritizes inquiries, generates appropriate response suggestions, or performs automation directly – resulting in noticeable time savings for employees.

Example #3: Voice AI Agent for Customer Service

A company receives a high volume of routine phone inquiries every day – ranging from scheduling appointments to delivery status inquiries and contract information. The obvious solution is to introduce a voice AI agent. Using the VIER AI Strategy Canvas, the first step is to analyze which inquiries can actually be automated, which data sources are required, and at which points it still makes sense to hand off the inquiry to employees.

The result: The voice AI agent handles recurring inquiries around the clock, authenticates callers, answers standard questions, and forwards complex issues directly to the appropriate department. This reduces wait times, eases the workload on employees, and ensures callers receive the information they need more quickly.

Tip: Take a step back!

Before you consider implementing AI agents or generative AI, you should take a step back and ask yourself: Which processes are currently the most time-consuming? Where do media breaks occur? What information is already available but not being used optimally?

The VIER AI Strategy Canvas helps with exactly that. It enables you to answer questions in a structured way and filter out the use cases with the greatest business impact from a pool of ideas. This way, AI becomes not just an exciting technology project, but a measurable source of added value for companies, employees, and customers.