Available around the clock
Working together on an AI solution: PlanET Biogas Group automates customer service in collaboration with TOBIT and MEDIAHAUS
PlanET Biogas Group is taking the next step toward digital customer communication: With PIA—the PlanET Intelligent Assistant—a GDPR-compliant AI agent is now live on the German PlanET websites.
24/7 service, faster orientation, better leads
PIA is designed as the first digital point of contact for typical website inquiries. The aim is to provide 24/7 support to interested parties, test the acceptance of AI in digital dialogue, and at the same time generate more qualified inquiries – by guiding users through content in a targeted manner and recording relevant concerns in a structured way.
“With PIA, we make AI a pragmatic experience along the customer journey – as a tool that increases service orientation and efficiency without replacing personal advice,” says Katharina Schmitz, Global Head of Strategic Marketing at PlanET. PIA is designed to be GDPR-compliant. The agent works according to the principle of “privacy by design” – it primarily uses content from the German PlanET website as its knowledge base, does not process any personal data for training or profiling, has a modular structure, and can be expanded with additional topics and functions in the future.
German technology, regional implementation, international company
PlanET relies on SideKick PROMPT from the German manufacturer Tobit.Software – a system that was developed specifically for customer service and is characterized by personal dialogue. The full-service agency MEDIAHAUS from Ahaus developed and implemented several specialized agents for the group of companies on this basis. “With the SideKick Engine, we can tailor the agents precisely to the individual needs of our customers and handle all processes in compliance with data protection regulations,” says Saskia Raschper, strategic customer advisor at MEDIAHAUS. “That’s true digital sovereignty.”
Agents receive the necessary expertise on services and all technical specifications via briefings. The cascading architecture enables intelligent interaction between the agents and provides precise answers even to complex questions.
“PlanET shows how AI works in practice in medium-sized businesses,” explains Marvin Liedmeyer, AI ambassador at Tobit.Software. “The agent does more than just FAQs: it advises, filters inquiries, and noticeably reduces the workload on the team. For complex issues, it seamlessly brings in human expertise – a truly intelligent division of labor.”
Digital sovereignty with a signal effect
PlanET is deliberately taking a different path – with German technology from Tobit and regional implementation partner MEDIAHAUS. The project shows that true digitalization means rethinking workflows – not just digitizing analog processes.
The seamless integration of various AI agents has created a customer service that is available around the clock, responds in multiple languages, and relieves employees instead of replacing them. It proves that digital sovereignty, data protection, and efficiency are not mutually exclusive – a sustainable path for other companies as well.
