Projects
Each one with the situation, the approach and a number. I delivered them in an employed role for internal departments — not under external consulting contracts. The organisations are not named; the numbers are real.
Filter by field
Group customer service, construction chemicals
2026Customer service across eleven countries over voice and SMS, with data from SAP, Salesforce and the product system surfaced directly in the agent workspace. Country differences are configuration, not separate installations.
Group compliance, construction chemicals
2026New EU packaging regulation required declarations of conformity in 12 languages for around 900 packaging materials. Instead of filling them in one by one, a pipeline generates and files them in a single run.
Customer service, construction chemicals
2026Callers say what they need in their own words instead of tapping through three menu levels. The language model is never allowed to name a destination — it picks from a list, and the phone system dials.
Service desk IT, building materials
2026Telephony logs are collected centrally from every workstation, parsed, and explained by a language model. The bill scales with the number of distinct problems, not with volume.
Sales & inside sales, construction chemicals
2026Instead of one agent with three knowledge sources, a parent agent routes to three specialists — one each for ERP article data, product content and SharePoint documents.
IT operations, building materials
2026The administrator who knew the Postfix server had left the company. Instead of buying that expertise back in, the IT team learned to approach the system themselves with an AI agent.
Supply chain, construction chemicals
2026Around 334,000 article documents from the data warehouse and the product information system, rebuilt daily. Stock is derived from the movement log rather than the ready-made inventory view — which never reports a zero balance.
Cloud governance, building materials
2026A portal shows what cloud usage actually costs, broken down by the people and projects responsible. Shared resources are deliberately not charged to one project, even though that makes the savings look smaller.
Service desk, construction chemicals
2026The agent sees who is calling, assembled from four systems. Corrections sit as an overlay on top, without anything being changed in SAP or Salesforce.
Group IT, building materials
2026Leaver processing, password resets, licence cleanup and phone numbers run through one internal portal rather than several Microsoft consoles. The job queue is a table in the database that was already there.
Sales & customer service, construction chemicals
2026Customers assemble their own article lists and export them with the product data their systems need. Stock, prices and internal figures live in the same index — the separation is enforced by a server-side allow-list.
Service desk IT, building materials
2025Calls ring audibly and come to the front, the headset button works, and the connection repairs itself — with exactly one thing it deliberately never does, namely reconnect during a live call.
Telephony administration, building materials
2026Department heads see for themselves how their call flow is configured and who is currently available, instead of having to ask someone. The data model was built generically even though only one menu tree was known.
IT security, building materials
2026Staff retrieve the administrator password for their own device themselves. The application encapsulates a tenant-wide permission and re-resolves device ownership live on every request.
Sales / CRM, construction chemicals
2026Without a postcode and town, an enquiry cannot be assigned to a sales territory. The system reads the address from the company website's legal notice — and deliberately writes nothing back to the CRM.
IT licence management, building materials
2026A weekly report sorts every licence holder into keep, coach, reclaim or review. Someone who does not use Copilot but is otherwise active counts as a training problem, not a cost problem.
Cloud operations, building materials
2026Expiring certificates, planned maintenance and retirement notices are scattered across eight portals. A weekly report bundles them — and ownership deliberately comes from a maintained file rather than the directory.