Case Study: Bosch Power Tools achieves faster, more accurate support ticket routing with SAP

Bosch Power Tools optimizes over 1 Million Support Tickets annually with Joule AI

Bosch Power Tools, part of Bosch, faced major challenges managing more than 1.5 million annual service email tickets in SAP Service Cloud, with complex static workflow rules causing routing conflicts, delays, high IT maintenance costs, and up to 40% misrouted tickets. The company wanted to improve customer response times and the experience for contact center agents, using SAP and its SAP Service Cloud/Sales Cloud environment.

SAP implemented the SAP CX AI Toolkit with a Joule AI agent and intelligent knowledge base to replace static workflows with natural-language, AI-driven ticket classification and routing. The result was a 35% improvement in classification accuracy, faster resolutions, and significant savings, including up to 2,500 hours per contact center annually and about 80 man-days of IT effort saved each year.

Bosch

Florian Haustein

Head of Digital Customer Experience