Digital Employees in Action: How SUSI&James Brings AI to Life in the SmartOffice, on Test Tracks, and in Production
Since 2015, SUSI&James has been developing intelligent solutions based on artificial intelligence—with a clear focus: making everyday business life more efficient, responsive, and user-friendly through the use of digital employees. These digital employees take on tasks traditionally performed by humans—whether on the phone, on test drives, or in manufacturing.
SmartOffice: Voice AI as a Scalable Telephone Assistant
A digital employee is far more than a simple chatbot—it’s an AI-powered unit that autonomously handles complex tasks and communicates with systems. The potential of digital employees becomes especially evident in the SmartOfficedeveloped by SUSI&James. It is powered by technologies such as Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG).
The voice AI, SUSI, reliably answers incoming calls, clarifies requests, asks targeted follow-up questions, and documents conversations automatically. This enables even complex inquiries to be handled quickly and systematically—24/7. Integration into existing systems is seamless. In many car dealerships, such as the Renault Retail Group, SUSI is already in use. Sebastian Lange, Head of IT & Customer Call Center at Renault Retail Group, explains:
“SUSI has become indispensable at our 13 locations. At peak times, we simply couldn’t handle all incoming calls. With SUSI, we can now give every contact the time and attention it needs.”
Beyond the Phone: Digital Employees in Real-World Use
The possibilities extend well beyond customer contact. In vehicle testing, for example, digital employees act as digital co-drivers: they automatically document relevant events during test drives, conduct voice dialogues with the driver, and summarize results in a structured format. This not only saves time but also improves data quality and traceability.
Another area of application is process optimization in manufacturing. A current project demonstrates how complex single-station production was revolutionized through digital transparency and AI-based planning: Every production step is digitally recorded, and a dashboard displays the real-time status of each product—including a projected completion date. Factors such as staff availability and material status are automatically incorporated. The result: reduced planning effort, shorter lead times, and higher customer satisfaction.
Fast Access to Knowledge: AI in Knowledge Management
Digital employees from SUSI&James also make a valuable contribution in knowledge management: they enable rapid access to internal knowledge—via voice or text input. By connecting to sources like SharePoint, Confluence, or PDF documents, they provide precise answers to employee questions. This makes knowledge centrally available and significantly simplifies onboarding.
SUSI&James at IAA Mobility 2025
All of these solutions can be experienced live—at IAA 2025 in September, where SUSI&James will have its own booth. The focus there will be on enterprise knowledge management.
SUSI&James demonstrates that digital employees are no longer a promise of the future—they are a reality today and are already delivering real value where human resources matter most.
