Find answers, not documents with Agentic AI

Robert Bosch LLC is a global leader in automotive and mobility solutions. Its Mobility Aftermarket division serves consumers, workshops, distributors, and internal teams across a vast product portfolio. To make technical product information more accessible, Bosch introduced Bosch Answers, an agentic AI solution that provides instant, source-linked answers across thousands of products without requiring customers to search through documentation or contact support.

BOSCH NiCE Cognigy Success Story

99%

Success rate of AI interactions

70%

Complaint reduction

80%

Faster access to answers 

Hear from Bosch firsthand

The challenge

Bosch Mobility Aftermarket's dense North American portfolio of 35,000 products serves diverse user groups with varying levels of technical questions.  Customers had to dig through thousands of static documents, including highly technical PDFs and product pages when searching for information and 1000’s of questions were fielded by customer support teams every day. 

The search for warranty rules, product specs, installation instructions or compatibility information had customers navigating fragmented resources for hours. Alternatively, they could contact support teams. Since not all service staff was capable of covering the full product range, requests required frequent escalation to specialists, increasing resolution time significantly.

An important aim for this project was to support multiple user groups – customers, workshops, distributors and internal teams – in finding information and to do so in different languages. The challenge was to make a complex, highly technical catalog of product knowledge easily accessible and digestible to all, while reducing strain on service teams and without increasing operational costs.

Bosch Answers
Michael Rice
“Focus on the outcomes first. Take care of your customers. If you keep that in mind, the rest falls into place. The savings and efficiency gains will inevitably follow.”
Michael Rice
Senior Digital Product Owner @ Bosch Automotive NA

The solution

Bosch Mobility implemented Bosch Answers, an agentic AI solution designed to provide precise and source-linked answers covering the entire product portfolio.

When customers ask open-ended questions, the system retrieves relevant information from thousands of documents and dynamically decides how to structure the response based on user intent, instead of relying on predetermined flows.

Instead of producing unintelligible and technical responses, the AI responds in natural language that can guide users through follow-up questions, refine queries and expand on topics, guiding them toward useful outcomes. This creates natural, multi-step conversations instead of one-off responses and provides relevant, structured answers instantly.

Bosch Answers Solution

The Impact

With agentic AI, Bosch Answers has become a scalable and reliable support channel, reducing dependency on traditional service channels and delivering measurable impact. In three months alone, the solution generated $24,000 in cost savings by drastically reducing support volume.

Customer experience improved significantly, with a 70% reduction in common complaints and an 80% decrease in time spent finding answers. Users now engage in multi-step dialogues averaging over 8 messages per session, which is a clear indicator of trust and sustained interaction.

The solution also reduces the need for support calls, as customers can find and understand information independently. Agentic AI delivers information accurately, always linked to original sources. This ensures transparency and sustains trust.

With a 99% success rate of AI interactions, Bosch Mobility Aftermarket has proven how highly technical product info and specialized knowledge can be delivered end to end by an AI agent.

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