Germany can do AI – if it wants to!

Is this perhaps the legacy of Hollywood and the Terminator ("You have been targeted for destruction!")? Of course, we are all familiar with the surveys that show a noticeable increase in the number of people concerned with the use of AI. But if you ask specifically at events or lectures on the subject of AI use, you will find that not even 30 percent actually use AI in their company. Not even a third!

"It's too time-consuming and too complicated for me!"

Admittedly: Terms such as GenAI, Prompt, LLMs etc. seem confusing and complex at first glance. You have to deal with them to understand them. But SMEs in particular are very busy with their operational business and don't have the resources to get started with AI. As a result, there is a lack of knowledge about what AI actually does, why it works and what it costs. And now comes the EU AI Act... that too! Another thing you need to be familiar with before using AI. So better not? In fact, according to the latest "Contact Center Trend Study", the majority of respondents have had little or no involvement with the AI regulation. Many don't even know the difference between the EU AI Act and the GDPR and – surprise! – don't even know that you have to comply with both. With all the effort involved, it seems that AI is something that only large companies have the time and money for... Stop! Wrong thinking! Small companies in particular need AI. The use of AI is worthwhile from just two employees, we promise!

Using AI: symbiosis instead of competition

The use of AI is not about an "either/or" between humans and machines. No, humans and AI are a symbiotic unit: AI can analyze huge amounts of data in fractions of a second and automate standard processes. Humans score points for empathy and creativity and are indispensable when it comes to strategic responsibility and decision-making. Collaboration between humans and AI can create completely new customer experiences, avoid unnecessary waiting times, support employees and relieve them of tedious routines.

But AI cannot empathize. We all remember the early bots that were asked "Are you a bot?" at the start of a conversation to find out how bad the customer experience would be. That couldn't work. And nobody wants to hear sentences like "I'm sorry about that!" from a bot. Only a human is sorry for something. And only a human can correct a wrong decision. This makes it clear that a company should never leave all customer communication to a bot. Instead, it needs employees to help the AI, the "human in the loop" who intervenes when something goes wrong.

America innovates, China copies, the EU regulates... and us?

In the current economic crisis, the future of Germany as a location for innovation is also at stake. A look at the geopolitical situation shows just how important this is. It is high time that we reflect on ourselves. But then you hear that all the time: We're not investing enough compared to other countries. The state doesn't give enough money. I see. But what about such "trivialities" as innovative spirit, courage, determination, willpower, inventiveness? Even with all the money in the world, you can't buy that. And why are we constantly looking at what everyone else is doing? Perhaps we should instead find our own way, specialize and find exactly the gap that will make us strong again as a business location. We don't have to do what everyone else is already doing. We don't need more of the same, we need something different. My appeal is therefore: AI is not as complex as people initially think. It's never wrong – and it's not that difficult – to get to grips with topics such as generative AI, prompts and LLMs. Once you get started, you realize that it all makes sense. AI is nothing more and nothing less than the steam engine of the future. So just get started.