Bosch Power Tools has launched an AI-powered platform that improves ticket routing accuracy to over 90%, reducing manual effort and enhancing global customer experience, and winning the 2025 SAP Innovation Award.
Bosch Power Tools has embarked on an ambitious digital transformation journey by implementing a cutting-edge AI-driven system to manage its vast customer service operations. Handling over 1.5 million annual service tickets across approximately 40 countries, the company identified a critical pain point: nearly half of these tickets were misrouted, causing delays and requiring extensive manual intervention. This inefficiency threatened customer satisfaction and operational effectiveness at a time when Bosch sought to deepen long-term relationships with both professional users and DIY enthusiasts alike.
Rooted in its long-standing reputation for expertise and tailored service solutions, Bosch aimed to overhaul its service management with a focus on speed, precision, and customer experience. The core of this initiative is an AI co-pilot, developed through close collaboration between Bosch’s Customer Experience (CX) and IT teams alongside SAP, leveraging SAP’s advanced AI technologies, specifically the generative AI assistant known as SAP Joule. This strategic partnership builds on decades of cooperation, intensifying since 2023 with a shared commitment to AI innovation.
The AI-powered platform revolutionises ticket handling by utilising agentic AI capabilities, which intelligently classify and route customer requests with over 90% accuracy—a remarkable improvement from the previous nearly 50% misrouting rate. This system replaces complex, conflicting workflow rules with a streamlined process that enables natural language interaction, guiding customers more intuitively and allowing service agents to respond in their native languages with greater empathy and precision.
Florian Haustein, Head of Digital CX at Bosch Power Tools, described the transformation as a “true leap forward in intelligent service management,” highlighting the dramatic reduction in manual efforts and the time saved—up to 2,500 hours annually in contact centre operations alone. The AI assistant not only summaries conversations efficiently but also aids agents by providing bullet-pointed insights on customer queries and potential solutions, significantly enhancing both user interface and experience.
Beyond internal efficiencies, this intelligent platform enriches customer relationships by fostering more assured and empathetic service interactions, a shift noted by Marcel LeCompte, Lead Product Owner for CRM Sales & Service at Bosch. The success of this system earned Bosch Power Tools the prestigious CX category win at the 2025 SAP Innovation Awards, showcasing its leadership in harnessing AI to elevate customer experience across global operations.
Industry data underscores the significance of AI in transforming service management. SAP Joule, embedded across SAP’s cloud enterprise suite, acts as a multi-agent collaborator that automates complex workflows and enhances cross-functional productivity—from supply chain to finance and customer service. Recent enhancements in Joule’s collaborative AI capabilities allow it to break down silos within enterprises, freeing human workers to focus on strategic and creative contributions in their roles.
Further enhancing Bosch’s digital footprint, the company’s service solutions embrace Conversational AI technologies that enable seamless, human-like interactions without waiting times, ensuring consistent quality across channels globally. This aligns with broader industry trends where intelligent automation and AI-driven CRM systems are becoming foundational to delivering superior customer experiences.
Bosch Power Tools’ AI-driven upgrade not only achieves operational efficiency but also positions the company to extend these intelligent service principles beyond support hotlines, with ambitions to incorporate the same philosophy into their sales teams. This holistic approach promises to strengthen customer loyalty and ensure Bosch remains a trusted partner in both professional and home improvement markets.
In summary, Bosch Power Tools is setting a new standard in service excellence through strategic AI integration, a move that reflects the growing role of generative and agentic AI in reshaping business processes. By leveraging SAP’s Joule and its advanced AI copilot capabilities, Bosch is transforming its customer service from a reactive function to a proactive, personalised engagement platform—enhancing satisfaction, reducing costs, and future-proofing its competitive edge in a rapidly evolving digital landscape.
Source: Noah Wire Services
