Bosch Service Solutions receives prestigious Digital Award from The Hackett Group

• Bosch employs artificial intelligence (AI) and machine learning (ML) for individualized customer service.
• Digital tools and service associate expertise go hand in hand in the innovative contact center.
• Winner in the Contact-to-Resolution category.

Bosch Service Solutions, a leading provider of solutions for technology-driven services, is using artificial intelligence (AI) and machine learning (ML) to offer more individualized and effective customer service. In the innovative digital contact center, customer requests can be handled faster and more accurately than ever before, regardless of the communication channel. Continuous availability, speed, and services tailored to customer needs support the delivery of an efficient and personal customer experience.

Bots were successfully used to enhance the end customer experience for the over one million annual interactions that are handled for a client across 18 service areas via telephone, chat, and e-mail. The digital contact center identifies patterns as well as request types and automatically forwards them to the appropriate contact. This made it possible to reduce the response times for the accurate handling of requests. The bots work with solutions incorporating Robotic Process Automation (RPA), text, voice, and AI. As a result, telephone service requests can be handled up to 50 percent faster. E-mail handling involving the creation of over 2 million predictions achieved an accuracy level of 99 percent. When making predictions, the bots scan or read incoming mails or attachments. For example, in the case of an e-mail with the content "I'm waiting for a delivery," the bot assigns this request to the order status topic and the shipping status category and forwards the e-mail to the order management team, which handles the response.

At the same time, the system continuously learns based on the previously collected data and adapts to the different needs and patterns in customer requests. This results in constant improvement of the service. Daniel Meyer, Regional President EMEA and Vice President Germany at Bosch Service Solutions, says: "We believe the future of customer service lies in the use of data, AI, and automation. This accolade reaffirms our position as a leading provider of service solutions."

In the contact center, digital tools and service associate expertise go hand in hand. The technology supports and expands human capabilities not only in the handling of service requests, but also in the previously manual categorization process, known as clearing. This time required for this clearing process has been reduced by 90 percent thanks to the use of bots. "With a perfect combination of conversational AI, advanced machine learning technologies (ML), Robotics Process Automation (RPA), and human ingenuity, we have developed a solution capable of learning, understanding, and engaging in real dialog with customers across all channels," explains Irfan Ali, Director Digital, Automation & Innovation at Bosch Service Solutions.

This innovative contact center earned Bosch Service Solutions the prestigious Digital Award 2023 from The Hackett Group. The company won the award in the Contact-to-Resolution category for its strategic application of data, AI, and automation. The Hackett Group Digital Awards spotlight companies that are on the cutting edge of creating competitive advantage and delivering measurable benefits at scale using digital transformation solutions. These leaders often combine intelligent automation, advanced analytics, and artificial intelligence (AI) to automate end-to-end business processes.