Bosch Power Tools is deploying agentic AI to enhance customer service by assisting human agents while ensuring they remain in control. Utilizing Cognigy.AI, the AI platform integrates with existing systems, including CRM and translation services. Currently in its pilot phase, the technology will support live agents by May, with broader aspirations for scalability across the corporation. Challenges include varied processes in different countries, prompting the need for standardized systems. The goal is to collaborate with other Bosch divisions for a universally applicable solution.
Bosch Power Tools is using agentic AI to assist human agents, not replace them, keeping humans in the loop as a safety precaution.
We have also integrated it with a translation service, so we can translate email text or document attachments.
The biggest challenge is the lack of company-wide standardized processes.
Bosch is such a huge company; Power Tools is just one division. We will join forces with other Bosch groups to make it a scalable solution.
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