Serviceware CEO: Agentic AI Must Pay Off in Service Management
Idstein – October 27, 2026 -- Serviceware SE has built its new service management platform AI-native with TU Darmstadt, and CEO and founder Dirk Martin argues that agentic AI only justifies itself where it delivers measurable business value.
Agentic AI adds usage-based costs alongside efficiency gains
Martin says the goal is not maximum AI deployment. Agentic AI raises service efficiency, but it also raises usage-based costs. Companies therefore need to weigh the benefit and total cost of each use case and keep reviewing both, which turns AI into a management task.
Agents move from assistant to acting digital colleague
Agentic systems act independently within set limits, Martin says. They can interpret requests, combine information from different systems, decide within defined rules and complete tasks on their own. Workflows can be modeled from natural language, which speeds up processes and relieves staff of routine work.