As customer expectations continue to rise, leading brands are turning to artificial intelligence to deliver faster, more personalized support—while freeing up their teams for the human touch. Velux, the global daylight and fresh‑air solutions provider, has woven AI into its customer‑service DNA to boost efficiency, ensure consistency, and create real added value.
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1. Laying a Responsible Foundation
Velux recognizes that AI isn’t just a plug‑and‑play fix—it demands clear guardrails. From day one, their roadmap has been framed by the upcoming EU AI Act, ensuring every solution is built responsibly and future‑proof.
“Artificial intelligence helps us meet our high standards for customer satisfaction—maximizing availability, reliability, and speed—even during peak times,” says Silke Stehr, Managing Director, Velux Germany. “At the same time, it creates genuine added value for our teams and customers.”
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2. Diverse, Real‑World Use Cases
Within Velux’s inside‑sales and support centers, AI now powers everything from first‑level triage to order processing:
• Intent‑based routing. Incoming enquiries are automatically classified by topic and urgency, then funneled to the exact team best equipped to handle them.
• Interactive “co‑pilot” for orders. When data is incomplete or ambiguous, an AI assistant suggests product codes, quantities, and delivery details—allowing staff to confirm and finalize orders without ever leaving the CRM.
• Text‑to‑Speech in the call centre. Velux’s custom TTS solution transforms written bulletins or promotional messages into polished audio—complete with branded music—so representatives can deliver timely updates without relying on external studios.
• Out‑of‑the‑box & bespoke platforms. From standardized SaaS bots to fully integrated, Velux‑developed modules, the company experiments across the spectrum to find the right fit for each scenario.
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3. Think Big, Start Small, Scale Fast
Velux follows a disciplined “proof‑of‑concept → minimum viable product → scale” playbook:
1. Define the end‑to‑end process and success metrics.
2. Build a lightweight prototype to validate technical feasibility.
3. Measure real‑world impact—processing time, error rates, CSAT—and refine the MVP.
4. Expand rapidly across regions and use‑case clusters once value is proven.
“As a global company, our goal is to scale applications across teams and markets,” explains Stefan Raddatz, Head of Digital Operations, North Europe at Velux. “We’re proud of our projects so far—but we know we’re only at the beginning of our ‘AI journey.’”
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4. Lessons Learned on the AI Journey
• Project scope matters. Quick wins are often tempting—but true transformation requires end‑to‑end integration and cross‑departmental alignment.
• Data quality is king. Even the best algorithms falter on inconsistent or poorly structured data. Ongoing data‑prep and governance are non‑negotiable.
• Invest in people. AI should augment, not replace, human expertise. Velux embeds “train‑the‑trainer” and “super‑user” programs to build confidence and ownership.
• Iterate relentlessly. Continuous feedback loops—via surveys, A/B tests, and usage analytics—keep solutions relevant as requirements evolve.
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The Result?
By embedding AI thoughtfully, Velux has accelerated response times, reduced manual workload, and delivered a consistently high level of service—day in, day out. As they look ahead, 24/7 self‑service, multilingual chatbots, and predictive support scenarios are already on the roadmap.
Whether you’re a multinational manufacturer or a growing SME, Velux’s structured, scalable approach offers a proven blueprint for leveraging AI to strengthen customer service—without sacrificing the personal connection that sets great brands apart.
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Source: Adapted from “Mit genutzter KI den Kundenservice stärken,” BauElemente Bau (April 2025). Further details at velux.de.