Industry:

Industry

Country:

Portugal

Company:

From Aveiro, Braga and Ovar, Bosch develop and produce “Technology for Life” with one purpose: to improve people’s quality of life. These Bosch units are part of the Thermotechnology, Automotive Multimedia and Security Systems divisions, respectively, and also provide services to other divisions such as Chassis Control Systems, Power Tools and Appliances. A subsidiary of BSH Eletrodomésticos is located in Lisbon, as well as the Bosch headquarters, where a specialized team works in the areas of sales, sales and marketing and shared Human Resources services for the whole of Europe.

Defect detection rate up to 69%, in units that passed all functional tests.

CRM Integration

Solution

AI as a Service

Achievement

69%

Defect detection rate​

Bosch Main Achivements using AI in Customer Service

Main Achivements

  • Virtually eliminated defect units shipped to clients​.

The challenge

  • Bosch’s reputation demands the highest quality control standards. 
  • The goal is to detect defect units that pass functional tests. 
  • Rarely, clients return malfunctioning units that slipped through Bosch’s quality control. 
  • Limited sample size to work with: defective units correspond to only 0.0038% across all products over a three-year period.

The solution

  • Developed an AI system using all test data to predict defect unit likelihood pre-shipment. 
  • Implemented a second layer of quality control alongside Bosch’s system. 
  • The AI system provides insight into flagged units through a report. 
  • Agnostic solution adaptable to different products. 

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