CIO Markus Heiß on the practical use of artificial intelligence at EXCON
Artificial intelligence has long been more than just a technological trend. At EXCON, AI is increasingly becoming a strategic tool for making processes more efficient, making knowledge more accessible, and providing targeted support to employees in their day-to-day work.
“AI must solve real problems”
In this interview, Markus Heiß, CIO of EXCON, discusses practical experiences, the limitations of generic AI systems, and why successful AI projects don’t start with a tool, but with a specific problem.
Practical Use of AI at EXCON
What role does artificial intelligence play at EXCON today?
“For us, AI is no longer an isolated innovation topic, but an integral part of our digital corporate development. We don’t view AI as a short-term trend, but as a tool with which we can solve real operational challenges.
The focus here is clearly on practical benefits. AI should support processes, make information available more quickly, reduce repetitive tasks, and relieve employees in their day-to-day work. The key is not to introduce as many AI applications as possible, but to start where concrete added value is created.”
Many companies are currently exploring generative AI and large language models. How do you view this development?
“Large language models and generative AI offer enormous possibilities. They have opened up low-threshold access to AI for many companies and clearly demonstrate just how powerful modern systems have become.
At the same time, these technologies should not be confused with a ready-made business solution. A chatbot or a generic language model alone does not solve complex process problems. In practice, the goal is to combine AI with business knowledge, structured data, and existing workflows.
In my view, the real added value doesn’t come from a single tool, but from its intelligent integration into specific processes.”
Where do generic AI systems reach their limits in practice?
“Generic AI systems are helpful for many general tasks. But as soon as industry-specific requirements, internal regulations, complex documents, or company-specific processes come into play, standard solutions often aren’t enough.
We’ve learned that AI systems need context. They must understand which information is relevant, which data sources can be used, and at which point in the process a result is needed. Without this integration, the benefits remain limited.
That’s why we’re increasingly relying on specialized models and custom AI architectures. The goal isn’t to make AI as visible as possible, but to deploy it where it provides reliable and transparent support.”
Focus on Data Security and Transparency
Which application areas are particularly relevant for EXCON?
“AI-supported document and knowledge systems, automated process chains, analysis and decision-making tools, and assistance systems for internal processes are particularly relevant to us.
Many business processes involve finding information quickly, classifying it correctly, and processing it efficiently. AI can help here by structuring documents, making content accessible, preparing processes, or supporting employees with recurring tasks.
The greatest benefit often arises in the background. So not necessarily where AI is a visible tool in the foreground, but where it supports processes precisely, reliably, and in a controlled manner.”
What does this mean specifically for employees?
“For us, it’s important that AI supports people, not replaces them. Expertise, experience, and human decision-making remain central components of successful business processes.
AI can speed up work, prepare information, and reduce routine tasks. However, it cannot generally take over responsibility for technical decisions. That is precisely why it’s important to design AI in such a way that employees can understand, classify, and control it.
The use of AI must build trust. This can only succeed if systems are transparent and it is clear which roles humans and technology each play.”
What role does governance play in the use of AI?
“Governance is a key success factor. The more AI is integrated into operational processes, the more important control, transparency, and clear responsibilities become.
AI systems must not become black boxes. Results must remain traceable, and it must be defined when a system provides support, when a human makes a decision, and how results are verified.
At EXCON, we therefore rely on controlled integrations, monitoring, and clearly defined processes. For us, the responsible use of AI is an integral part of technological advancement.”
Future outlook on AI use
What role will AI play for small and medium-sized enterprises in the future?
“I am convinced that AI has enormous potential for small and medium-sized enterprises. Many such companies possess extensive expertise, established processes, and valuable data sets. This is precisely where AI can help make knowledge more accessible and streamline processes.
However, it will be crucial not to treat AI as just a fad. Companies must understand where the concrete benefits lie, what prerequisites they need to establish, and how to integrate AI responsibly.
The technology alone is not the key to success. What matters is the ability to integrate it meaningfully into one’s own value chain.”
What is your conclusion regarding the use of AI at EXCON?
“For EXCON, AI is not a topic for the future. It is already a tool we use today to improve processes, utilize knowledge more efficiently, and create new opportunities for digital collaboration.
Our goal is to use AI in a practical, controlled, and economically sensible way—not as an end in itself, but as an integral part of a modern digital infrastructure.
Sustainable benefits arise where technology, data, and processes interact intelligently. That is exactly what we are focusing on.”
