PROWERB handles orders, deliveries, exception cases, tickets and promotions for customer brands — under the brand's name, over years, across several thousand transactions. cs-Communication-Intelligence is the ability to analyze this correspondence in aggregated, PII-free form: which questions recur, where friction arises, what belongs in the FAQ. Not bought-in software, but a byproduct of operations — systematically made usable.
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Analysis focuses on topics and trends. Agree the required aggregated views and reporting intervals in advance.
Power BIAggregated topics and analysis
Order queries, delivery exceptions and campaign questions are analysed by topic and cause. Handling individual messages may require personal data; the shared analysis contains aggregated topics without identifiable individual histories. Access, purpose and retention are defined for the mandate.
Questions about setup increase after a product shipment. Analysis should show whether instructions, the product page or the contact route need improvement. Summarise topics and causes without putting personal conversation histories into a shared management view. Then check the change against actual enquiry patterns.
Set the period, product group and analysis purpose. Use only the necessary, prepared information.
Group related topics and review them with domain experts. A frequent phrase alone does not prove a product defect.
Change the FAQ, instructions or workflow deliberately. Choose an observation period and comparison basis that make the effect interpretable.
The analysis sits where the transactions are created: under the same roof as the warehouse, the campaign line and customer care. Not an external analytics project, but part of ongoing operations.
Correspondence is created in ongoing operations: PROWERB handles order, exception-case, ticket and end-customer communication under the customer brand's name.
Every transaction is assigned to a standardized transaction type — from order intake through invoice correction to transport exception handling. Standard reporting forms keep the structure clean right from intake.
Transactions are combined PII-free: patterns and frequencies are analyzed, not individuals. The data basis lives in our own data lake.
Recurring questions, clusters of exception cases and seasonal patterns become visible — per mandate and over time.
The insights flow back into operations: into FAQs and response templates, into adapted processes and reporting forms, into AI-supported support.
cs-Communication-Intelligence runs on our own architecture — from the transaction to the data lake. Four properties carry the capability.
During Bitburger’s 2025 summer campaign, over 85 percent of email enquiries were answered with AI assistance. AI-assisted describes support in processing, not a rate of fully autonomous answers. PROWERB was responsible for logistics, the telephone hotline and email support. Scope and human approvals are defined for each campaign. For telephone enquiries, the AI-assisted share was 15 percent. Both figures refer to that campaign.
cs-Communication-Intelligence is connected to the systems and service areas where the transactions are created and the insights take effect.
No. Analysis works aggregated and PII-free at the transaction level: patterns, frequencies, transaction types. PROWERB operates GDPR-compliant with an external data protection officer (Daseco GmbH).
No. Analysis happens per mandate. Only anonymized patterns feed into cross-mandate development — for example of transaction types and standard notification forms — with no way to trace back to individual customers.
Yes, through the mandate's reporting: Power BI live reports and automated extracts from the Operations Cockpit, available around the clock and integrable into customer systems. Which analyses make sense is defined in the briefing.
No. AI handles recurring written inquiries — in the Bitburger deployment, the majority of email volume. Account management remains staffed at three levels: key account management, AM promotions, AM fulfillment.
Because the data basis reflects our customers' operational data. Internal metrics stay internal; publicly, we describe volume only in qualitative terms. Discretion is part of the service.
In the briefing, we clarify which transactions your operations generate, where analysis creates value, and what getting started looks like — from ongoing operations to campaign.
