In a standout demonstration of AI-driven transformation, Bosch Power Tools recently claimed the Customer Experience category of the SAP Innovation Awards 2025, showcasing how cutting-edge technology can elevate service delivery and operational efficiency.
With legacy routing systems bogged down by rigid manual rules, Bosch collaborated closely with SAP to deploy agentic Gen AI within SAP Service Cloud. The result: AI agents now analyze ticket context, automatically classify cases, and route them to the right teamโeliminating hundreds of workflow rules and driving significantly higher first-touch resolution accuracy. As Florian Haustein, Head of Digital Customer Experience at Bosch Power Tools, describes, adjustments to the system that once took weeks now happen in minutes, delivering scalability and flexibility as new services are rolled out.
The metrics speak volumes: this system saves millions of work hours annually, reduces manual labor, optimizes service costs, and maintains consistent, high-quality customer experiences across regions.
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