Bosch revolutionizes roadside assistance with AI-based speech processing

• Bosch uses generative artificial intelligence (GenAI) for individualized and efficient customer service.
• Reduced waiting times and high customer satisfaction.
• Award in the Intelligent Automation Industry.

Frankfurt am Main, Germany – Bosch Service Solutions takes roadside assistance to a new level and implements innovative AI-based speech processing that makes service more efficient. With the AI-based speech processing developed in cooperation with Aleph Alpha, the waiting time for drivers is reduced to a minimum due to the direct acceptance of the call by the bot. Launched on behalf of a premium car manufacturer, the voice bot has been understanding and responding to breakdown service calls since 2023 using natural language processing that also recognizes dialects, accents, and moods. Within a very short time, the bot takes information such as the name, chassis number, location, and problem description. Around 40 percent of calls can already be processed and resolved automatically. In the case of more complex requests, the bot transmits all relevant initial information to a service expert who takes over the case immediately and can concentrate on the caller and the solution of the problem.

“With our AI-based voice processing, we ensure that in the event of a breakdown, drivers’ calls are immediately processed. This ensures customer satisfaction and allows our service experts to concentrate on the essentials: problem solving,” explains Henning von Boxberg, President of the Board of Management of Bosch Service Solutions.

The callers can decide at any time whether they want to talk to the bot or be forwarded directly to a service employee. This ensures a positive and comfortable user experience that has already convinced 98 percent of drivers in North America.

Bosch Service Solutions has received Frost & Sullivan’s prestigious 2024 Technology Innovation Leadership Award in the Intelligent Automation Industry for developing a comprehensive intelligent automation platform based on generative artificial intelligence (GenAI), natural language understanding (NLU) and robotic process automation (RPA), which is used in roadside assistance, among other things.

With this automation platform, it is possible to develop customer solutions and tailor them to specific needs. Frost & Sullivan particularly praises Bosch’s holistic approach to intelligent automation. Bosch sees not only the increase in efficiency, but also the entire service value chain. “For companies looking for a service partner with expertise in service design and outstanding customer understanding, as well as international support and best-in-class technology, Bosch is the ideal choice”, explains Natalia Casanovas, Best Practices Research Analyst at Frost & Sullivan. “Frost & Sullivan sees Bosch as a trusted partner that is committed to creating tangible value for its clients, including reduced transaction costs, enhanced customer loyalty through higher quality and increased data security.”

With this automation platform, Bosch Service Solutions once again highlights its position as an innovative service provider and leading supplier of intelligent, customer-oriented automation solutions that significantly improve both efficiency and customer experience.