Existing customer, 56, Head of Procurement
"Since they introduced the AI system, every response feels like a template wasteland. I used to have a contact person. Now I have a ticket number."
Your AI investments aren't delivering. Here's why.
Chatbots, automated processes, recommendation systems - the tech is there. What’s missing? A design grounded in real human value.
Investment
€12,500 fixed price, net · 3 weeks
61%
of consumers expect more personalised service with AI. (Zendesk)
70%
of consumers see a gap between companies that use AI effectively and those that don't. (Zendesk)
75 %
of consumers are in favour of agents using AI to help draft responses. (Zendesk)
Who this is for?
AI is reshaping your relationship with customers. But in which direction, exactly?
- AI is already running — You have a chatbot, automated emails, AI recommendations. But outcomes disappoint and you're not sure why.
- New AI investment on the table — You're about to commit budget and want to know if it's actually solving a problem your customers have.
- Product or service in development — You're building something new and want to understand your customers' AI expectations before you build.
- Customer trust under pressure — You sense that AI touchpoints are costing you loyalty. You just don't know exactly where or why.
What customers share, when we are listening
New customer, 43, Managing Director, mechanical engineering
"The AI suggested a solution they don't even offer. I spent 40 minutes on hold trying to sort it out."
Existing customer, 61, Project Manager, industrial logistic
"I know there's AI behind it. I don't mind. But when it makes a mistake, I want to know who I can turn to.
Existing customer, 49, Head of Sales, packaging industry
"They built in an AI assistant that asks me three follow-up questions for every request. In the end I just sent an email – like before."
Customer, 37, Head of Procurement, pharmaceutical company
"I can tell the AI is learning from my data. But I never agreed to that. It makes me distrustful – not of the AI, but of the company."
What you get
At the end of the sprint you have concrete insights – not slides that disappear into a drawer.
- Research Report
Complete documentation of all insights, patterns and areas of tension from the customer interviews. Prioritised by frequency and strategic relevance. Scope: 40–60 pages
- AI Context Personas
Updated customer segments describing how your customers experience AI today – frustrations, expectations, trust factors. Ready to use for product and communication decisions. 3–5 persona profiles
- AI Use-Case Backlog
Prioritised catalogue of concrete AI applications – derived from real customer problems, evaluated by impact and implementation effort. The basis for your next investment decision. 10–20 prioritised use cases
Process: Structured research with a proper customer base – completed in three weeks.
01 - Kick-off & Assumption-Mapping
We identify your blind spots together: what do you believe you know about your customers and AI? These assumptions are systematically documented and put to the test.
02 - Recruitment
Targeted sampling from your existing customer pool and relevant new customer segments. We recruit based on AI affinity, usage behaviour and strategic relevance.
03 - Field Research
10+ in-depth interviews as part of a mixed method approach. We listen where others send surveys.
04 - Analyse & Synthese
Identify patterns, prioritise insights, model personas based on real statements.
05 - Report & Action Plan
Actionable Research Report, AI context personas and a prioritised use-case backlog. No theory – concrete next steps.
Talk with us
A sprint only works when the conditions are right. In a short call we'll figure out together whether that's the case and what your next step should be.
Let’s connect
leeep agency GmbH
Unter den Linden 26—30
10117 Berlin
hello@leeep.io
+49 (0)30 9210 1885 0
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