Game-Changer AI in the Elevator
How the Multilingual Elevator Emergency Service overcomes language barriers and AI creates a new user experience.
How Bosch helps Granny Ana out of the elevator:
Getting stuck in an elevator causes fear and discomfort for many people. Not being able to understand the voice on the loudspeaker when traveling abroad makes the situation even worse. The solution: the multilingual elevator emergency call service, in which an AI-based voice bot translates the conversation between the trapped person and the emergency call center in real time — an immense help for people like "Granny Ana".
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Thinking about a new service from the customer's perspective
The solution was developed by Bosch Service Solutions — and this is how it works: If a passenger gets stuck in an elevator and presses the emergency call button, a voice connection is established with an employee at the emergency call center. As soon as the employee notices the language barrier, they switch on the artificial intelligence. The passenger is then asked to choose one of the many languages in which they would like to speak to the employee at the emergency call center. The voicebot now translates the conversation between the two in real time.
When developing such solutions, Sebastian Brix, Digital Portfolio Consultant at Bosch Service Solutions, and the responsible teams always focus on one thing first: the expectations of the customers. "Thinking about a new service from the customer's perspective and exceeding their expectations is the basis for success," Brix is sure. At the same time, he always keeps an eye on new technologies.
"AI and GenAI will revolutionize the entire service center industry. They will not only make customer services more efficient, but also demonstrably better in terms of quality," says Brix. It is important, however, that despite all the automation, it is always the service employee who ultimately makes the decisions. "At the core, it will always be about the human factor, which we bring together with technology to offer users a unique service experience."
Whether service employees or customers — at the core, it will always be about the human factor, which we bring together with technology to offer users a unique service experience.
Why AI and GenAI are the digital booster for customer service
But how exactly are AI and GenAI changing an entire industry? It's worth taking a look at common applications and their advantages.
Generative AI, for example, makes it possible to process routine requests and tasks with remarkable efficiency. The customer benefits, for example, from the fact that their request is resolved particularly quickly or that they do not have to explain their problem multiple times. GenAI can also automatically recognize the mood of callers or record important information from the conversation and automatically transfer it to a ticket. This in turn makes everyday life easier for service employees. "The fact that AI solutions relieve service employees of tedious work has an impact on the entire customer experience. This allows them to concentrate fully on the customers. And the customers, in turn, feel whether they are receiving full attention in the service," says Sebastian Brix.
Automation has become a cornerstone of modern service centers — from automatic intelligent call routing to predictive analytics for problem solving, which uses the analysis of customer history to predict new solutions. Automation simplifies processes and shortens response times. This trend not only increases efficiency, but also enables companies to offer round-the-clock support. After all, customers want to be able to find someone to help them with their problem at any time.
Another booster is personalization. Users don't want to be bored or annoyed with mass emails and standardized greetings. They only want to be addressed with content that is actually interesting to them. By using customer data and advanced analytics, service centers can now offer customized experiences: whether personalized recommendations, individual greetings, or contextual addressing — personalization strengthens customer relationships and builds loyalty. After all, customers are unique and deserve to be addressed individually.
From strategy to exciting product
The new multilingual elevator emergency call service is a good example of the successful translation of Bosch's digital goals into practice. "When people can be freed from a critical situation such as a stuck elevator, our technology becomes an everyday hero. Customer benefit is the top priority here — through a solution that combines hardware, software, and service," says Brix. "In this combination, we are not only creating a completely new user experience, but also a product that has never existed before."
Goodbye, language barrier.
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