Customer Service Automation
Bosch Service Solutions wanted to improve customer service with an AI-enabled omnichannel assistant that could answer questions in multiple languages, work across digital channels, and reduce the load on human agents while keeping service quality high.
Reported impact
Bosch expanded always-on support, increased service capacity, and improved customer satisfaction by deploying a virtual assistant that handles high volumes of omnichannel inquiries and resolves half of them without transferring to a human agent.
Bosch Service Solutions implemented Oracle Digital Assistant and integrated it with Oracle Service applications to launch Beto, a generative AI-powered virtual customer service agent. Oracle Digital Assistant provides multilingual conversational capabilities across text and voice, including support for large language model responses that remain aligned with Bosch's service context. Beto is deployed across WhatsApp, Facebook Messenger, and the Bosch website, where it handles requests across product support, careers, and service topics and escalates to human agents when needed. Because the assistant is integrated with Bosch's Oracle Service environment, the company can provide continuous omnichannel assistance instead of treating chat, messaging, and web support as separate channels. The architecture gives Bosch a 24/7 automation layer that increases handling capacity, resolves many requests without agent handoff, and keeps customer interactions consistent across channels.
Customer requests arrive through WhatsApp, Facebook Messenger, and the Bosch website, where Oracle Digital Assistant interprets them in Bosch's service context, retrieves or generates responses, and either resolves the issue directly or hands the conversation to a human agent inside Bosch's service workflows.
Bosch selected Oracle Digital Assistant (ODA) because of its versatility in generating and understanding not only responses in different languages, but also its ability to generate speech in multiple languages.
In 50% of the cases, Beto was able to resolve customers’ issues without transferring them to a human agent.
Using Beto, Bosch offered customers 24/7 service.
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
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