Bosch augments their workforce with AI

Bosch is a global engineering and technology company with more than 400K employees in over 60 countries. The company uses NiCE Cognigy to strengthen self-service, simplify processes, and support employees in their day-to-day work.

BOSCH (2)

76%

of sales chats for Drive & Control Technology resolved by AI on first contact

HR AI agent

generative AI support for employees worldwide

90+

AI agents available internally and externally

Customer Story

Bosch BuildingBosch-Logo

 

About

Bosch is a multinational engineering and technology company. Its core operating areas are spread across four business sectors: mobility, consumer goods, industrial technology, energy, and building technology

Use Case

Bosch uses NiCE Cognigy as a strategic platform to build AI agents for internal customers, employees, and clients across the entire cooperation

Results

Accelerated automation
Future-proof workforce
Massive cost-savings

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The challenge

Bosch recognized the potential of an AI orchestration platform and the substantial need to invest in AI agents for streamlining daily tasks. The company aimed to implement a solution that seamlessly integrates into their existing infrastructure while empowering business units and departments to develop AI agents at scale.

Although they experimented with early pilots using point solutions across various regions, none offered the centralized, scalable enterprise solution they were seeking.

 

The solution

Bosch adopted NiCE Cognigy globally, forming a multitalented team that operates across worldwide time zones. 'The Bosch Chatbot Suite,' is a dynamic solution that engages internal customers by providing training and access to the platform, while also developing AI agents for their day-to-day operations.

 

Bosch Power Tools

Bosch Power Tools integrated NiCE Cognigy's agent copilot into their contact center to support service speacialists in their daily tasks. 

The AI agent listens in on calls, retrieves relevant knowledge, provides agents with next-best-action suggestions, performs sentiment analysis on the caller, transcribes conversations, and finally wraps everything up and saves it in the backend system. 

This solution was among the top five Most Innovative Use Cases out of 120 submissions presented at the BOSCH GenAI Championship in 2024.

Bosch Powertools (1)

AI for 400K employees

Bosch introduced ROB, an HR AI agent designed to simplify and personalize HR support for employees worldwide. ROB helps with tasks like updating bank account details, accessing career development information, or learning about company policies.

Multilingual and intuitive, ROB retains context during conversations and adjusts responses based on the user's tone of voice.

Accessible via platforms like Microsoft Teams, ROB has been rolled out in 25 countries, supporting all Bosch regions. Powered by GPT and built on NiCE Cognigy, ROB continuously improves through employee interactions, enhancing the HR experience for Bosch globally.

Rob Image

The impact

Adopting the NiCE Cognigy platform, Bosch has constructed a powerful foundation that massively accelerates automation and capitalizes the benefits of conversational AI and generative AI within the enterprise. NiCE Cognigy is deeply integrated into the company’s operational processes and proves successful across over 90 different use cases. Now with NiCE Cognigy support is more efficient, self-service is optimized, and employees have easier access to the resources they need.

Augmented human workforce

Augmented workforce

Cognigy Icon-Compilation-White_Integration

Center of excellence

30+ AI agents

90+ AI agents

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