Customer interaction and self service

Kundeninteraktion und Self Service
© andresr – iStock/Fraunhofer IAO


Creating the best possible interfaces between company and customer

Successful interaction between company and customer is a decisive competitive factor. For automation, IT applications play an important role. Optimally designed interfaces facilitate access to the company’s offers and provide customer satisfaction.

At Fraunhofer IAO, we examine and design customer contact channels. Our primary focal points include

  • internet services such as service and communication platforms, social media, crowdsourcing or mobile solutions,
  • points of sale,
  • vending machine and kiosk systems,
  • IT-supported service centers with or without interactive voice response systems, and
  • IT support in customer branches, for instance through interactive technologies for self service, in showrooms, or collaborative working environments.

We offer holistic support for our clients in

  • selecting and designing appropriate customer contact channels,
  • making Big Data methods usable for customer contact,
  • simulating and evaluating concepts before introducing them,
  • specifically implementing the developed solutions, as well as
  • ensuring uniform standards and control across all channels.

For customer relationship management (CRM), we rely on years of experience and numerous reference projects in the areas of trade, insurance, transport, banking, financial and medicine.

Would you like optimally designed interfaces to your customers? Let’s talk!

Further information



Interaction lab

The interaction lab of the Fraunhofer IAO offers researchers and industrial partners a joint platform for the development and testing of concepts for innovative forms of interaction. A central, end-to-end and transparent management information system with relevant visualization options is provided for »Visual project management in product development«. This application reveals in real time where discrepancies exist within a complex development project and suggests how processes can be improved.


Innovation network

Future Self Service

Im Verbundprojekt »Future Self Service« entwickeln Unternehmen in Kooperation mit Fraunhofer IAO in Stuttgart neue Konzepte für den Kundenservice der Zukunft. Zu den Projektteilnehmern gehören Betreiber und Hersteller rund um Kunden Self Services und Filialkonzepte. Unter Berücksichtigung aktueller Entwicklungen und marktseitiger Trends kann angewandte und praxisnahe Forschung genutzt werden, um Entscheidungen für eine zukünftige strategische Aufstellung zu treffen.


Related service

Usability and user experience engineering

Manufacturers get important feedback when they involve users in the development process early on, allowing them to find the best ways to tailor new products to their target groups – before the products reach the market. Fraunhofer IAO’s User Experience Lab integrates users’ needs and also market conditions into the development process.