The commitment to artificial intelligence (AI) is no longer a futuristic concept: it is transforming the way companies relate to their clients and optimize their operations. Bosch is one of the industrial groups that has decided to take another step in this field, with an investment plan of more than 2.5 billion euros until the end of 2027. The objective is clear: integrate AI in products, services and customer service processes to reinforce its innovation strategy.
As a strategic growth engine
The German manufacturer has turned artificial intelligence into a competitiveness axis. Beyond its incorporation in intelligent appliances and tools, Bosch uses it to interpret the client’s voice and improve product design. According to the company, this vision is reflected in figures that mark trend: 93% of users consult online reviews before buying and 94% discard a poorly valued product.
In the words of Christian Fischer, vice president of the Board of Directors and responsible for Consumer Goods, “for us, AI is not a fashion, it is a strategic successful factor. Data -based decisions allow us to take advantage of sales potential and, at the same time, increase customer satisfaction.”
Hybrid model in customer service
The relationship between people and algorithms is not always simple. Recent studies show that two thirds of consumers prefer to interact with human agents rather than with automated systems. Bosch has opted for a hybrid model in which AI is responsible for repetitive processes, such as translations or classification of tickets, while human teams solve complex and personalized consultations. This formula allows to manage more than 30 million annual consultations in up to 40 different languages.
Time savings and greater precision
In its Power Tools division, the company has already proven the tangible benefits of this integration. The use of AI to classify 120,000 annual tickets has reduced manual labor by more than 2,500 hours, with precision greater than 90%. Now, this model will be extended to 23 service centers in 40 countries, with a volume of 1.5 million applications per year.
The commitment to artificial intelligence (AI) is no longer a futuristic concept: it is transforming the way companies relate to their clients and optimize their operations
In addition, since June, a global project allows to analyze in real time more than 1.2 million written consultations, with a system that accesses databases and CRM to generate immediate and personalized responses. The next step will be to apply this technology to telephone calls.
Chatbots and self -service: satisfaction close to 100%
The Bosch Smart Home Division has also reinforced its customer service with a generative ia chatbot that already manages 20% of the incoming volume. The result is overwhelming: 97% of users declare themselves satisfied and 95% of consultations are resolved without human intervention. The strategy seeks to offer rapid and efficient self -service, releasing time for the equipment to concentrate in complex cases.
Predictive to optimize logistics and repairs
Artificial intelligence also applies to the least visible part: logistics. With predictive systems, Bosch manages spare parts and plans technical routes, making more than 80% of repairs solve in a single visit. This not only improves customer experience, but also reduces the environmental impact.
Listen to the client, the key to the future
Bosch’s strategy focuses on “listening” to the large -scale consumer. In 2024 alone, the company analyzed 3.4 million online reviews with generative AI, detecting patterns and opportunities for improvement in more than 45 countries. Thanks to this approach, furnace panels have been redesigned, optimized cooking plates packaging and improved product descriptions for large distributors, generating more sales and better valuations.
