Toyota’s drive for innovation is limitless with AI Agents
CASE STUDY: Bosch
Bosch augments the human workforce with AI
Bosch delivers robust self-service, streamlined processes, and augments its workforce while simultaneously continuing to empower its employees.76%
First Resolution Rate by AI Agent on chat in the area of sales for drive & control technology
HR AI Agent
Powered by GenAI and available for employees globally
90+
AI Agents available internally and externally
Industry
Consumer/Manufacturing
Region
Global
Company Size
Enterprise
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About
Robert Bosch is a global engineering and technology company with over 400k employees in more than 60 countries. Its core operating areas are spread across four business sectors: mobility, consumer goods, industrial technology, energy, and building technology. Bosch is a pioneer in recognizing the revolutionary potential of NiCE Cognigy.
Industry
Consumer/Manufacturing
Location
More than 60 countries
Size
Over 400k employees
The Challenge
Bosch recognizes the potential of an AI Orchestration Platform and the substantial need to invest in AI Agents for streamlining daily tasks.As a result, they 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.
“Our goal is to free up the time of our employees to think and work more strategically. AI Agents are taking over a lot of administrative processes, all the things that are not the most desirable aspects of work. The intention is never replacing humans, but rather to make their lives easier with AI Agents.”
The Solution
Bosch adopted NiCE Cognigy globally, forming a multitalented team that operates across worldwide time zones.Titled 'The Bosch Chatbot Suite,' their dynamic solution engages internal customers by providing training and access to the platform, while also developing AI Agents for their day-to-day operations.The Impact
Adopting the NiCE Cognigy AI 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 rooted in the company’s operational processes and proves successful across over 90 different use cases. Harnessing the dynamic prowess of the platform, Bosch has elevated its standards for the future workforce.
Bosch Power Tools
Bosch Power Tools has integrated NiCE Cognigy's Agent Copilot into their contact center to assist human agents 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.
AI for 400k Employees
Bosch has 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 across Bosch globally.
