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Bosch Service Solutions – 2023 Digital Award Winner, Contact-to-Resolution
Manage episode 408959423 series 3292182
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How has Bosch used artificial intelligence and automation to transform the contact center experience? Irfan Ali, director of Digital, Automation and Innovation at Bosch Service Solutions, talks with David Ketchin, managing director for The Hackett Group in Europe, about the dramatic results they’ve achieved. Bosch received a Digital Award from The Hackett Group in 2023 for their work.
The full show notes can be downloaded here.
Chapters
1. Bosch Service Solutions – 2023 Digital Award Winner, Contact-to-Resolution (00:00:00)
2. Welcome to this episode hosted by David Ketchin. (00:00:54)
3. Introduction of Bosch Service Solutions. (00:02:50)
4. What sets this project apart? (00:04:30)
5. In navigating this project, was there a structured plan or development as you go? (00:09:34)
6. Biggest hurdles for this project. (00:12:20)
7. Benefits of the digital contact center or DCC. (00:14:16)
8. Future plans specifically with AI. (00:16:25)
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