How BSH modernized their warranty service with voice AI
BSH (Bosch and Siemens House Appliances) is the largest home appliance manufacturer in Europe and one of the leading companies in the sector worldwide. Today, the group operates 40 factories in Europe, the USA, Latin America, and Asia. Together with a global network of sales, production, and service companies, the BSH conglomerate comprises about 80 companies in 50 countries, with a total workforce of about 60,000 people.
In 3 months of operating, the BSH virtual agent achieved:
Reduction of live agent workload
Accuracy of customer intent recognition
Customers contact BSH warranty service thousands of times a day, often with minor problems that they can solve themselves. Because of the volume of these calls, they need to wait in the queue to have a two-minute call and get simple instructions that solve the error on the spot. Because the 1st line of support often follows the same steps over and over again, these calls are perfect for AI automation.
To make the time to resolution shorter and free up consultants to deal with complex queries, BSH implemented a virtual agent that helps triage washing machine and dishwasher issues and either provides do-it-yourself instructions or routes the customer to a specialist. This way, simple cases are resolved on the spot, and complex issues are promptly routed to live agents.
Implement Talkie to get benefits for customers, employees, and your business
- Greater accuracy of issue resolution
- Less time to issue resolution
- Lower operating costs
- Improved scalability
- Upskill agents to handle calls that require the human touch
- Improved customer satisfaction
- Easy implementation and integration of Talkie voice bots