As a central everyday tool, the digital agency Intentive is already integrating artificial intelligence into numerous processes in order to increase efficiency and offer innovative solutions. Alexander Dohmen, CEO of Intentive, talks in an interview about the use of AI in the company and the benefits it brings to both customers and internal operations,

Editorial team: To what extent do you use artificial intelligence at Intentive and what new opportunities does this open up?

Alexander Dohmen: As a digital agency, AI has become an everyday tool for us today. Our clients and we ourselves at Intentive now use AI support as naturally as email, video conferencing or search engines for our work. In particular, we often automate recurring work that follows certain patterns. Our customers operate large web platforms into which we integrate AI-supported services for the translation of editorial texts or product data so that copy-paste translations are no longer necessary. But we also relieve editors by automatically tagging images with generative AI for accessibility, image processing and, in future, the creation of suitable images for their marketing campaigns. Our developers also enjoy AI-supported software tools that simplify and accelerate the creation and testing of code through specialised AI services. Our customers and we ourselves experience the liberation from routine tasks as very positive, as this frees up more time for the demanding tasks that are our real passion.

Editorial team: What challenges did you face when implementing AI solutions in your company, and how did you overcome them?

Alexander Dohmen: As a digital agency, we implement AI in our clients’ digital platforms. To achieve good results, we rely on good data quality and availability. ‘Artificial intelligence’ uses algorithms that use statistical methods to recognise patterns in data – e.g. product information – and make predictions based on data-driven models. These can then be used in applications such as chatbots or personalised websites to provide users with relevant and contextual content. In addition to algorithms, AI is therefore primarily based on data. For many customers, however, not all information is available in a structured form. Product data, certifications or FAQs, for example, only exist as downloadable PDFs, which poses considerable difficulties for AI. This data is located in so-called ‘silos’ that need to be broken down and made available. This is where customers need our support in the form of suitable concepts, platform concepts and software products. A well-structured database is the key to obtaining high-quality training data.

Editorial Team: How do you use AI to optimise the customer experience at Intentive?

Alexander Dohmen: Developing bespoke software solutions tailored to our clients’ needs is at the core of Intentive. Here, our developers—and consequently our clients—benefit from shorter time-to-market and high quality with reduced effort. But we also use AI in many other areas, such as translating our proposals, concepts, or even our own website content. This enables us to provide better service to our clients with international teams. A frequently overlooked but increasingly relevant area is the security of IT systems and services. We employ comprehensive AI-powered tools to protect ourselves from cyber risks, such as exploiting vulnerabilities in standard software, ransomware encryption, or the spread of malicious code. This significantly contributes to safeguarding our clients’ supply chains, as supply chain attacks targeting service providers have become one of the most popular attack vectors for cybercriminals today.

Editorial Team: Which trends or developments in artificial intelligence do you see as particularly relevant for the future of your company?

Alexander Dohmen: AI is already taken for granted by end users today. The availability of voice assistants, chatbots, and real-time personalised information and offers on websites no longer amazes anyone. On the contrary, the absence of AI is now quickly perceived as outdated and presents a genuine competitive disadvantage. Especially in the case of a high-quality, service-intensive portfolio, the interplay between humans and algorithms still holds significant potential. So-called hybrid processes, where, for example, a service case is pre-qualified by AI and then handed over to a human expert for further processing and final assessment, present opportunities for many companies to achieve real improvements in service quality while reducing costs. I am convinced that this will be a key area of focus in the coming years, and that companies will use this as a way to differentiate themselves from their competitors.

Editorial Team: How will your business model change with the use of AI in the coming years?

Alexander Dohmen: The AI market is evolving very dynamically. As a 360° digital agency, we support our clients on a long-term basis and often become their “trusted advisor.” With the growing demand for AI-driven processes, Intentive’s focus will increasingly shift towards consulting, developing, and implementing AI-friendly architectural concepts. We are already well-prepared for this today, but we will continue to invest in relevant experts and expand our expertise to provide our clients with a decisive competitive edge in their digital transformation.

© Coverimage: Alexander Dohmen