Bosch Power Tools Embracing AI for Revolutionary Service Transformation
Bosch Power Tools Streamlines Customer Service with AI-Driven Transformation
Bosch Power Tools has revolutionized its customer service operations with the implementation of AI-driven agents within SAP Service Cloud. This transformation, recognised by the SAP Innovation Awards 2025, has significantly improved both customer experience and operational efficiency.
The AI-driven system has streamlined customer service processes, enabling faster issue resolution and higher-quality interactions. This results in quicker response times and elevated service quality for customers. Key aspects of the transformation include automation with AI agents, enhanced service quality, operational efficiency, a competitive edge through innovation, and increased scalability and flexibility.
Automation with AI agents has simplified workflows and accelerated service delivery by replacing a cumbersome setup in the SAP Customer Experience for Customer Service (C4C) system. The use of AI agents has raised the quality of customer service interactions, directly impacting customer satisfaction positively. Operational processes within SAP Service Cloud have been optimized, with the faster handling of customer cases reducing workload and allowing the service team to focus on more complex tasks.
The deployment of AI agents has eliminated hundreds of workflow rules, reducing manual labor and optimizing costs while ensuring high-quality customer service. The agents now analyze ticket context, automatically classify cases, and route them to the right team. Adjustments to the system that once took weeks now happen in minutes, demonstrating the increased efficiency of the AI-driven system.
The AI-driven transformation has resulted in significant annual savings for Bosch Power Tools, contributing to the optimization of service costs. The system's scalability and flexibility have increased, allowing for the efficient rollout of new services. The AI-driven system has saved millions of work hours annually, reducing manual labor and ensuring high-quality customer experiences across regions.
Bosch Power Tools won the Customer Experience category of the SAP Innovation Awards 2025, demonstrating the success of their AI-driven approach to service delivery. The use of AI agents has driven significantly higher first-touch resolution accuracy, further improving customer satisfaction. By collaborating with SAP to deploy agentic Gen AI within SAP Service Cloud, Bosch Power Tools has shown a proactive adoption of advanced technology for customer excellence.
- The AI-driven transformation at Bosch Power Tools, achieved through the deployment of AI agents within SAP Service Cloud, has greatly improved service quality and operational efficiency, notably reducing manual labor and work hours annually, and contributing to substantial annual savings.
- Recognized by the SAP Innovation Awards 2025, the AI-driven approach to service delivery at Bosch Power Tools has been groundbreaking, simplifying workflows, optimizing costs, and increasing scalability and flexibility, thereby ensuring high-quality customer experiences through advanced technology collaboration with SAP.
