We don't build the AI—we prepare your organization for it

Your service organization is under pressure. AI promises to ease the burden—but without structure, it delivers chaos instead of results.

Customers buy licenses for AI features—and hardly ever use them. Teams are faced with chatbots that don’t work. Governance is lacking. Data is unstructured. And management’s expectations are growing faster than the results.

This is exactly where the ITMC Service Intelligence Portfolio comes in: structured, modular, with measurable ROI—from the first use case to sustainable adoption.

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73 % have licensed AI — fewer than 20% are using it productively

30 % The agent's time is spent on manual, avoidable tasks

35 Mio. Fines in euros may be imposed for non-compliant use of AI (EU AI Act)

What's Holding Service Organizations Back Today

Most companies don't fail because of a lack of technology—but because of a lack of structure, an inadequate data foundation, and low adoption rates.

No Clear Vision

AI projects are launched on an ad hoc basis—without prioritized use cases, without a business case, and without a roadmap. Investments become a matter of chance.

Insufficient Data Set

Ticket data is inconsistent, the knowledge base is outdated, and master data is incorrect. No AI tool can operate reliably on this basis.

Chatbots That Nobody Uses

Usage rates of 10–15% despite high investment—because of a lack of dialogue logic, content, and change management.

Compliance Risk

The EU AI Act has been in effect since August 2024. Many organizations do not know which systems are affected—and risk fines of up to 35 million euros.

What's on the minds of decision-makers

and how adesso supports

Phased in a way that reflects the actual experiences of IT leadership, CIOs, and Heads of Service Management.

Our database is not AI-ready.

Ticket data is inconsistent, and the knowledge base is outdated. No AI tool can work reliably on this basis.

We provide clarity—in a structured way that enables informed decision-making.

Using our proven process model, we quickly identify where AI truly makes a meaningful impact—and lay the groundwork for well-informed investment decisions.

We're paying for AI—and seeing no ROI.

The licenses have been active for months. Management is asking for results. No one can deliver them.

We lay the foundation—before technology comes into play.

Our structured approach provides an honest assessment of your data landscape and identifies where targeted improvements will have the greatest impact.

Our chatbot isn't being used.

Usage rates of 10–15% despite a significant investment—employees don't trust the system.

We design interactions that people actually use.

From conception to launch, we support the entire process—technically, in terms of content, and organizationally.

We don't know if we are AI-compliant.

The EU AI Act, the GDPR, audit trails—no one can say for sure which systems are affected.

We bring transparency and security to your AI deployment.

With our governance approach, you can lay the foundation for responsible, accountable AI deployment—today and tomorrow.

What You Can Expect From Us

Clarity, Not Hope

We’ll show you which AI investments are worthwhile—based on your data, your processes, and your level of maturity.

Structure Instead of Ad Hoc

Our modular process model adapts to your situation—from the first use case to large-scale implementation.

Sustainability, Not a One-Time Effect

We embed AI in your organization—with governance, enablement, and measurable adoption.

We don’t just deliver technology—we deliver clarity, structure, and sustainable results.
  • Quick orientation: In just a few weeks, you’ll know where AI truly makes a difference for you.
  • Informed decisions: Investments are based on validated business cases, not assumptions.
  • Measurable progress: Every phase of our approach delivers concrete, traceable results.
  • Compliance assurance: Your use of AI is documented, compliant with regulations, and future-proof.
  • Integration into daily work: Your employees embrace AI—because enablement is built into the process from the very beginning.

For privacy reasons, we do not disclose our clients' names. Our track record speaks for itself.

Health Care

University Hospital

AI-ready database established: Ticket taxonomy standardized, knowledge management structured, foundation for automated categorization laid.

Sports Association

National Trade Association

Redesigned IT Self-Service Portal: AI-powered suggestions, a consistent user experience across forms and knowledge articles.

Public Administration

Shared Service Center

Use Case Identification and Prioritization: A structured assessment of AI potential as the basis for the next round of investment.

Financial Services Provider

International Insurance Group

AI governance framework established: Risk classification, compliance documentation in accordance with the EU AI Act, and audit trail documentation implemented.

Industry

Global mechanical engineering group

Automation of routing and categorization: Significantly reduces misrouting, measurably improves SLA compliance, and noticeably reduces the workload on agents.

Telecommunications

Regional Network Operator

AI Adoption Program implemented: role-specific training provided, internal champions established, and usage rate sustainably increased.

Do you have any questions?

Ready for a structured introduction to AI?

Free initial consultation—together, we’ll assess your AI readiness and show you which approach is right for your organization.