SanAssist - AI-supported customer service in the sanitary sector

Customer service in the sanitary sector also faces major challenges: the shortage of skilled workers is affecting efficiency and quality, while demands for service and fast response times are increasing.

This is where the SanAsssist research project comes in. The aim is to significantly improve the digitalization of customer service in the sanitary sector. For this purpose, an AI-based language solution is being developed that automatically processes inquiries and generates pre-formulated responses, summaries, offers, cost estimates, appointment confirmations, and product suggestions in first-level support, among other things. This allows employees to focus on more complex service requests, while customers benefit from faster responses and accurate information.

To achieve this, various technologies are being integrated:

• Intelligent speech recognition and dynamic dialogue system
• Image-based object recognition and type classification
• Rule-based expert systems
• Machine learning in the form of a multi-agent system for speech processing
• 3D model generation in BIM standard based on photos and floor plans

A particular focus of research is on the linguistic analysis of dialects and accents, as well as the comprehensive understanding of text and image data. We are very much looking forward to working on this project with our partners: Lokalleads GmbH, Hans Schramm GmbH, BIBA - Bremer Institut für Produktion und Logistik GmbH. The project is funded by the Federal Ministry for Economic Affairs and Climate Protection.