Case Study: Bosch improves customer service with Oracle Digital Assistant

Bosch taps generative AI in Oracle Digital Assistant to improve customer service

Bosch Service Solutions, part of the Bosch Group, wanted to improve customer service and optimize operations with an AI-powered tool. Already an Oracle customer, Bosch chose Oracle Digital Assistant to support multilingual responses, speech generation, and generative AI capabilities that could deliver relevant answers even when content was not pre-existing.

Oracle implemented Beto, a virtual customer service agent powered by Oracle Digital Assistant, across channels such as WhatsApp, Facebook Messenger, and the Bosch website. The solution provides 24/7 omnichannel support, has handled more than 200,000 service conversations, averages 3,000 queries per month, resolves 50% of cases without human transfer, and helped drive a 40% increase in calls and improved customer satisfaction.

Bosch

Ana Silva

MIS/BI Supervisor