Bayer’s AI agent sets new standards for employee guidance

Bayer is a global life sciences company with more than 101,000 employees, 340 consolidated companies, and operations in over 80 countries. To support the rollout of its new Dynamic Shared Ownership (DSO) operating model, Bayer launched DSO Go, a multilingual AI agent that provides employees with instant access to organizational knowledge and guidance.

Bayer-Cognigy-Customer Story

9

Languages

19,000

 Unique users (2 months)

80%+

Satisfaction Rate

Discover Bayer's journey!

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About Bayer

Bayer is a global enterprise with core competencies in the life science fields of healthcare and nutrition. 

101K Employees (2023)
340 consolidated companies in 80 countries
€50.7 billion sales in FY23

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Use Case

AI Agent to streamline communication. Available on chat and enhanced with GenAI, provides insights and answers about the new company-wide operating model.

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Results

Deployment in 4 months
Natural Dialogue enabled with GenAI in 9 Languages
19,000 unique users in the first two months after Go-live 
80% Satisfaction rate
AI Agent part of every meeting

The challenge

Bayer's transition to the new DSO operating model required employees worldwide to understand new organizational structures, responsibilities, and ways of working. Supporting this transformation involved distributing and maintaining large volumes of information stored in PDFs, PowerPoint presentations, Word documents, and internal knowledge repositories.

The challenge was not only making information available, but enabling employees across multiple countries and languages to quickly find relevant answers during an ongoing organizational transformation. Bayer needed a scalable communication approach that could support more than 100,000 employees while ensuring consistent messaging and reducing reliance on manual communication channels.

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The solution

Bayer used NiCE Cognigy to develop DSO Go, an AI agent designed to combine the strengths of a guided conversation in a pre-defined pattern with generative AI. The project aimed to create a tool that can handle frequently asked questions and dynamically generate responses based on a vast knowledge base. Continuous communication between IT and business functions ensured alignment with user needs, while regular feedback from employees helped tailor the agent to real-world requirements and strong backing from leadership facilitated a smooth implementation and adoption.

Intento Integration
Omnichannel
Friendly UX
Generative AI
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Multilingual AI agents

By integrating Intento’s Language Hub with NiCE Cognigy, Bayer ensures consistent, high-quality AI agent conversations in 9 languages while maintaining centralized content management. 

Intento's Language Hub brought four key improvements to DSO Go:

1. Centralized Content to manage one core conversation flow instead of separate versions/copies for each language. 
2. Consistent Corporate Tone of Voice across languages.
3. Faster time to Deployment, by eliminating the need to rebuild conversation flows for each market.
4. Reduced the need for repeated translations by utilizing a caching mechanism, leading to cost savings and more efficient use of resources.
 
 
Xenia Bayer
The implementation of our AI agent DSO Go has revolutionized our internal communication. It provides employees with instant, intuitive responses and significantly enhances our operational efficiency. The agent's ability to deliver user-friendly, human-like interactions and access a vast knowledge base has become integral to our daily operations and team meetings."
Xenia Hanke
Software Engineer, Smart Interaction @ Bayer

The impact

Since its launch, DSO Go has seen significant engagement with 19,000 unique users across various channels in the first two months. Employees frequently use DSO Go in daily operations and team meetings, benefiting from its ability to answer free-text questions and provide instant, intuitive responses.

Managers report that DSO Go has become an integral part of their meetings, underscoring its role in disseminating knowledge about the dynamic shared ownership model and facilitating goal-setting discussions.

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Knowledge AI

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19,000 Unique Users

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Employee Guidance

Xenia Hanke-Bayer-Customer-Cognigy

Our AI solution exemplifies how AI Agents can support organizational change management. By combining guided conversation patterns with Generative AI, we've created a digital buddy that not only meets the informational needs of our employees but also fosters a more connected and informed workforce.

Xenia Hanke, Software Engineer Smart Interaction at Bayer

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