Artificial Intelligence is a hot topic on which not everyone agrees. Some are excited, others sceptical. But what if it’s not about the technology itself, but how we use it?
What happens when AI isn’t used to replace people – but rather to help them? Both MASH Steakhouse and Eventyrsport have chosen to do just this: integrate AI into their internal learning- and knowledge systems with one clear goal: to support their employees when they need it. Not instead of people, but for people.
“We don’t use AI to speak to our guests – we use it to make our employees even better at doing so”
– Mikkel Glahn, Partner & CMO, MASH / Copenhagen Concepts
Most people have tried it. A Chatbot that can’t understand the question or answers a completely different one. It’s not the technology that’s at fault, it’s the training.
At both MASH and Eventyrsport, the chatbot is trained on their own Academy platforms – with precise, contextually correct answers, worded to fit the everyday work, the employees need it for. Not theoretical materials, but real-world, relevant and easily understood content.
Will it replace training? Absolutely not.
The opposite. The AI chatbot supports training, it won’t replace it.
Instead it makes it possible for companies to focus their onboarding and learning processes where it’ll create the most value. The basics, the repetitive, the factual – this will be handled by the bot.
The complex, the cultucal, the human – this will be prioritised in training employees.
How AI is used
MASH
- HR and employee administration
- Guest communication, complaints and table management
- Menu info and wine pairing
Eventyrsport
- Comparisons of materials and features
- Return policies and employee discounts
- Product recommendations based on activity and environment
- Campaign and product descriptions for customers
Our Chatbot is not a digital colleague – it’s a tool that eliminates doubt and boosts professionalism in stores. It means that our employees can focus on what they do best: guide our customers with confidence.”
– Emil Holtet Søgaard, Retail Manager, EventyrSport
An ROI that speaks for itself
When an employee can get a precise and correct answer in just 4 seconds without having to disturb a colleague or wait for HR, it changes things. No waiting, no disruptions, no hesitation. For both the employee and the colleague or manager who would otherwise have to find the answer.
The documented ROI (Return On Investment) on the chatbot for both companies is at least 5-9x monthly. But this number only covers one side of the equation: relief for HR, managers and support functions.
If we include the time saved for the employee and their improved decisiveness, this is quickly doubled. Meaning that an ROI of 10-18x isn’t unrealistic.
And this still doesn’t include any effects on increased sales, lower rates of error or greater psychological security – all factors which follow from more confident and self reliant employees.
Academy - a platform with AI
After having seen real results it’s natural to ask: What now?
For us it means that our training and knowledge platform, Academy, will be designed with an AI-first mindset going forward. Not because it’s a buzzword, but because it works.
We don’t see it as an extra feature. We see it as a new way to think about learning and knowledge sharing.
- Content created both for humans and machines
- A structure which makes context based Q&As possible
- Continuous improvements, based on user behaviour
Partnerships before solutions
The most important thing when working with AI isn’t the technology. It’s the partnership.
We develop solutions in a close cooperation with our client and with real user needs in mind – not what we think they need.
We analyse interactions between employees and bots. We identify blind spots and fill out the holes.
Want to see how AI can become a silent but powerful element in your organisation?
Then let’s talk about it – human to human.