How Swiss SMEs are using AI to perform

It is undisputed that artificial intelligence (AI) will revolutionize the way we manage our environment, be it professionally or privately. Using computer algorithms, AI mimics the human ability to learn and anticipate and uses large amounts of data to recognize patterns and make predictions. AI is an opportunity for greater efficiency and cost savings and promises to accelerate the growth of companies. A major transformation is on the horizon.

However, this emerging transformation presents as many opportunities as it does difficulties. The potential benefits of AI are offset by challenges related to privacy, security and the perceived complexity of this emerging technology. Striking a balance between harnessing the opportunities offered by AI and managing its practical implications wisely is a key challenge for businesses and society as a whole. The road to this technological revolution will be paved with complex decisions and dilemmas. But AI also offers the prospect of fundamentally rethinking the way we live and work.

Strategic AI for Swiss SMEs: increasing efficiency and customer satisfaction

Small and medium-sized enterprises (SMEs) in Switzerland represent a significant part of the labor force and account for up to 60% of the working population, according to recently published data from the University of Applied Sciences Western Switzerland (HES-SO) to emerge. This year, the institution has brought together and analyzed the artificial intelligence (AI) expertise of five of the six participating universities in order to accelerate the introduction of AI in Swiss SMEs.

The latest services developed by AI are primarily designed to simplify operations by automating manual processes. The aim is to efficiently solve even the most complex challenges that companies face. The approach is to apply AI to traditionally manual processes, reducing the need for tedious manual input.

However, the integration of AI as a key component of business solutions is nothing new in itself. For many years now, numerous products have been automating and supporting customers in their IT processes and decision-making in data analysis. The AI trend is currently focused on two main areas of application: Customer service solutions for first-level support and in the area of data collection. Looking at current developments in Swiss SMEs, it is clear that there is considerable potential to simplify processes by using existing AI solutions.

AI offers significant advantages in various areas. First of all, it increases the efficiency of business processes, especially in areas with repetitive tasks such as IT operations management or customer service. It utilizes available information and enriches all departments. AI also plays an important role in decision-making and business planning by analyzing large amounts of data and identifying key patterns, such as seasonal market trends.

Another key aspect is the use of AI to optimize operating costs. In contrast to conventional data analysis, which is often time-consuming and error-prone, intelligent systems reduce risks and are more reliable. The benefits listed above are only a fraction of what AI can offer small and medium-sized enterprises. It is clear that increased efficiency and more accurate decision-making will lead to significant cost savings and the discovery of market opportunities.

AI and data: Simplified integration for unmatched performance

Data protection and data security continue to be among the most discussed topics in the field of AI, and not without reason. Both providers of technology solutions and users attach great importance to this topic and emphasize the responsibility of companies to comply with all applicable rules and laws.

The technical integration of data is another key challenge. The quality of an AI depends heavily on the data it is fed with. A poorly designed or complex integration project can quickly lead to problems, both during and after implementation. Building strong partnerships is critical to successful integration. The recognized advantage of organizations is that they can integrate different functions, including AI functions, into a unified technology infrastructure. This simplifies their system management, improves data consistency and facilitates the adoption of this emerging technology into their ecosystems.

Determining a realistic return on investment is a crucial step that requires close collaboration between companies and their technology partners. Depending on the application scenario, it is essential to set clear measurable goals, as this is the only way to evaluate the success of the profitability analysis. In order to fully exploit the potential of AI integration, clear prerequisites must be created that encompass the technology, the objective and the collaboration. Data must be at the center of the implementation and form the basis for successful integration. A smooth, secure and powerful data environment based on a solid data repository and shared by the entire organization is imperative.

AI is inherently data-hungry and requires large amounts of data to function efficiently. Machine learning algorithms rely on significant volumes to create relationships and models. Although dependence on data quality is a risk factor of AI, centralizing all data in a unified platform can mitigate this problem. Accordingly, data is the beating heart of AI. Its completeness directly influences the value of the results obtained. AI learns from the data to automate processes, make predictions and perform other tasks for which it has been trained. In short, AI is only worth as much as the data it has at its disposal.

I always recommend that our customers start with a "health check" that covers the technical aspects, security and data quality. Most companies introduce AI gradually, preferring a step-by-step approach rather than covering several areas at once. During adoption, identifying a clear use case makes it easier to set concrete goals that can be assessed for feasibility. Strong collaboration with the trusted partner, which should be the provider of the AI technology solutions, is an undeniable success factor that is particularly crucial in the planning phase. In this phase, it is important to precisely define the type of support required.

Impact of AI on professions: an evolution, not obsolescence

I think the idea that many jobs will become redundant in the future is an exaggeration. It is more likely that artificial intelligence, used intelligently, will increase efficiency so that customers and users can find solutions more quickly. This means less time spent on tedious tasks and more opportunities for value-adding activities. I have three specific job profiles in mind.

• In sales and marketing, AI can analyze customer data, make personalized recommendations, automate marketing campaigns and identify trends. This will change the role of sales and marketing professionals and enable them to make more informed, data-driven decisions.
• In customer service and support, AI systems enrich daily work by providing agents with suitable solutions in seconds via the customer relationship management system (CRM). This allows contextual decisions to be made very quickly, replacing previous reactive systems with direct and immediate access to up-to-date data.
• In finance and accounting, AI is already facilitating the automation of accounting tasks, fraud prevention and risk analysis. Interactive dashboards are now replacing the old Excel and manual spreadsheets, providing financial experts with information and trends in a matter of seconds, freeing up time to focus on strategic issues.

AI in Swiss SMEs: a promising transformation for innovation and growth

The integration of AI into the world of SMEs in Switzerland offers encouraging prospects. Instead of endangering jobs, it promises to optimize activities by freeing them from repetitive and time-consuming tasks. Jobs in sales, customer service, finance and accounting will undergo a metamorphosis thanks to intelligent AI tools. This transformation will allow professionals to focus on higher value-added activities, driving innovation and growth.

AI is becoming a valuable partner that facilitates decision-making, automates processes and opens up new opportunities. Instead of a threat, it represents a powerful lever for the progress and prosperity of all our SMEs.

To the author:

Yvan Cognasse is a business transformation expert and manager with over 20 years of experience in this field. As head of the Business Insights and Enterprise Architects teams in the Northern Europe region at Oracle he is responsible for driving the growth of solutions, maximizing operational excellence and increasing financial performance.