SAP CX Customer Story: Bosch | SAP Business Unleashed
Explore how Bosch's ongoing AI investments with SAP are optimizing the way they work.
Key Takeaways
Bosch Power Tools is leveraging AI to streamline customer support by automatically routing tickets, enhancing accuracy, reducing response times, and saving significant labor hours.
The company is exploring AI tools like Joule within SAP S/4HANA and developing bespoke AI solutions to foster improved operational efficiency and adaptability.
Bosch aims to accelerate AI adoption across its organization by focusing on practical applications and sharing insights gained from their partnership with SAP.
Florian Haustein, Head of Digital Customer Experience at Bosch Power Tools, shares how Bosch is using AI and SAP to improve operations and boost productivity. One standout example is how their service teams now use AI to handle millions of customer support tickets. Instead of relying on hundreds of outdated routing rules, an AI agent now reviews the context of each ticket and directs it to the right team automatically. This has improved first-touch accuracy, reduced response times, and saved thousands of work hours. It’s also made it much easier to adjust workflows when new products or services are introduced.
More broadly, Bosch is committed to using AI to uncover new opportunities and improve how the company works. They’re exploring tools like Joule within SAP S/4HANA, both in public and private cloud environments, and developing custom AI solutions on SAP’s Business Technology Platform. By focusing on real-world use cases and sharing what they learn across the company, Bosch hopes to accelerate AI adoption and inspire meaningful change. Their partnership with SAP is helping drive smarter, faster, and more efficient ways of working across the organization.
Premium
