AUTONEWS

Artificial Intelligence Assisting Motorists: CAI and Agent Assist from Bosch

Bosch's Catalan headquarters combines an efficient Tower of Babel. A multitude of languages ​​are served, serving motorists from more than 20 countries thanks to the company's two new artificial intelligence (AI)-based solutions that optimize the relationship between companies and customers: the CAI platform and the Agent Assist system.

Bosch incorporates artificial intelligence into the automotive sector with these two tools designed to facilitate more efficient and natural interaction between people and technology, with a direct impact on service quality, customer satisfaction, and operational efficiency.

More Efficient Customer Service...The modular CAI (Customer AI Interaction) platform integrates multiple AI technologies—such as ChatGPT, Gemini, and sentiment analysis models—with the multichannel communications platform to manage interactions in an automated and contextual manner. This solution allows for summarizing conversations, classifying and categorizing incidents, and even analyzing the customer's emotional state and offering instant recommendations to the human agent. The tool is already being used, for example, in Michelin's customer service: its Consumer Care Center, which operates in 24 markets with native support in 21 languages, uses tools such as automatic email classification and suggested response generation to optimize complaint management, loyalty development, and technical support for products such as car, motorcycle, van, and bicycle tires for all its customers.

This service provides specialized support in pre-sales: product recommendations and technical/functional inquiries; in post-sales: complaints, loyalty programs, and warranty processing; in promotional activities, and as a point of contact for the entire "Michelin Universe."

In addition, CAI acts as a digital triage system that structures information from the first contact. Thus, when a user is referred to an agent, the agent already knows the full context of the inquiry: information previously discussed, customer sentiment, whether there has been a positive or negative interaction, etc. Bosch Service Solutions is already using it at the Honda Motor Europe service center, where it supports customers in 17 countries in 14 languages ​​for managing official documentation, product inquiries (both for cars and motorcycles, as well as power equipment), and claims processing.

Multilingual virtual assistant... Agent Assist, the digital assistant developed by Bosch Service Solutions, enables fluid, personalized, and consistent conversations in 13 languages ​​so far. Its design makes it suitable for different channels—telephone, instant messaging, social media—and guarantees validated responses aligned with customer protocols.

This solution is already operational in services such as Mobility eCall, the international emergency roadside assistance center that operates in more than 20 languages. Thanks to Agent Assist, drivers can be provided with immediate and precise assistance in emergency situations, activating emergency and assistance services, facilitating faster incident management, or automatically resolving simple issues, such as instructing the user on how to proceed in the event of a flat tire or reliably detecting children left in parked vehicles, all the way to immediate assistance in the event of breakdowns and roadside emergencies.

It offers innovative accident detection regardless of vehicle type, age, and installed technology: smartphone-based collision detection uses modern mobile sensor technology to detect collisions and ensure rapid assistance.

The resulting solution for Honda's European customers leverages connected vehicle information through the MyHonda+ app. When a vehicle experiences a roadside issue, the app transfers data from the connected car to Bosch for analysis and diagnosis, while the customer is connected to a Bosch solutions expert who can identify the appropriate assistance services to dispatch the fastest help to the scene and transport the vehicle to a workshop, if necessary.

While waiting for a tow truck, customers receive continuous information on their personal devices. The app provides information on the estimated time of arrival, the status of rental car and accommodation reservations, and even the location of nearby cafes while the customer waits for service. The app also facilitates customer feedback and reimbursement of transportation costs incurred during this fully digital process, which is included in customers' subscription service plans.

The system is also used in technical support for Bosch eBike, Bosch's e-bike division, offering multilingual assistance to dealers and end users in 12 European markets. This includes incident, breakdown, and warranty management, as well as technical support for optimal product operation and configuration of the entire ecosystem of connected services and digital functionalities.

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