Bosch is combining human expertise with artificial intelligence to improve customer service and product quality across its divisions. The company receives more than 30 million inquiries each year, and AI now helps by translating, classifying and forwarding tickets, which saves time for service teams to focus on more complex cases. At Bosch Power Tools AI agents categorize 120,000 service tickets annually with over 90 percent accuracy, reducing about 2,500 hours of manual work. This system will be expanded to 23 locations worldwide covering 40 countries.
Bosch has also introduced an AI-powered platform that processes 1.2 million written inquiries in real time, offering response suggestions and translation support. In the Smart Home division, a chatbot with generative AI handles about 20 percent of queries with high user satisfaction. Predictive AI in BSH Home Appliances ensures technicians carry the right spare parts, helping complete more than 80 percent of repairs in a single visit.
Beyond service AI evaluates millions of customer reviews worldwide, giving Bosch insight to improve designs packaging and product features.
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