European Customer Champion (EUROCC)

ScriptHub and AgentGPT are driving the global transformation of customer service at Robert Bosch Power Tools GmbH. ScriptHub centrally bundles written customer inquiries in a hub and standardizes service processes worldwide.

AgentGPT is an intelligent AI interface that supports agents in processing customer inquiries—including translation, response suggestions, and an integrated “Mail Professionalizer.” This simplifies routine tasks and ensures consistent service quality. Both initiatives enhance the customer experience in the long term, reduce costs, and lay the foundation for sustainable, excellent, and smart customer service.

The dream team behind the project: Timo Etzel, Victor Nguyen, and Ramona Klamer!

In an environment where the customer journey is becoming a key success factor, we were faced with the question of how we could not only measure service quality, but also actively improve it in real time. As part of our GenAI innovation program “GenAI Galaxy,” we developed an AI-supported solution that analyzes conversations directly via the audio track—including tone, dynamics, and emotion—and identifies any need for action in real time.

The solution, which is fully connected to the telephone system and our CRM, generates, among other things, an expected NPS and FCR value, enabling us to identify critical developments early on and take countermeasures such as predictive callbacks – before negative customer experiences actually arise. At the same time, the data-based insights strengthen individual coaching and ensure consistently high service quality.

Our multimodal AI evaluates each conversation based on clearly defined quality criteria such as greeting, solution orientation, and conclusion, and provides comprehensible explanations in a summary. The quality criteria can be easily adapted for other areas and target groups, thus ensuring scalability. The results are collected and managed in our central monitoring system.

Globl.Contact is a digital remote-first BPO service provider. As an employer, we align ourselves with our employees' lifestyles—not the other way around. To enable our colleagues (in permanent positions) in 27 countries to work effectively, we have established a comprehensive employee journey: from data- and AI-supported recruiting (“Nova”) to Culture Days that allow new hires to get to know our culture during the application process, a dedicated onboarding day, small “family” teams with hero roles as opposed to “normal call center teams,” community management with mechanics from modern social media management, and a bundled unit for training, coaching, and quality, also AI-supported. This is complemented by mental health services and highly flexible working models.

Social Performance Indicators (SPIs), as the social counterpart to KPIs, continuously measure the satisfaction of our employees and correlate this with performance, quality, and attrition risks. The result: below-average turnover, high motivation and retention, top project performance, and a Kununu score of 4.7/5 with a 93% recommendation rate – in an industry considered a “high turnover business.”

The team behind the project's success: Leon Wiemann and Kai Czeschlik

With “Contact Center 4.0 (C4)”, Callpoint has implemented a future-oriented project that arose not from a short-term technology trend, but from strategic conviction. The goal was to sustainably increase the efficiency of the inbound organization and thereby increase the satisfaction of employees, clients, and end customers alike. C4 is based on a highly integrated platform from leading technology providers (Genesys, Enterprise Bot, Noralogix) and makes targeted use of artificial intelligence to automate processes, enable efficient knowledge management, and provide data-driven control.

Measurable successes were already evident during the migration: a significant reduction in internal costs, higher service efficiency, and increased quality and satisfaction for all stakeholders. C4 is an innovative business case with a high initial investment but a clear and scalable return: optimized service processes focused on stakeholders and value creation, and a cloud-based technology stack for further innovation.

With the “Einhell Service Community,” we have created a new form of customer dialogue: instead of traditional advice, genuine Einhell fans support other users—around the clock, in multiple languages, and authentically. The community consists of experienced DIY users who share their practical knowledge, help with purchasing decisions, and solve specific application questions. This creates a dialogue on equal terms that combines technical know-how, credibility, and enthusiasm. 

Since its launch, the community has recorded thousands of in-depth conversations, CSAT scores above 4.7/5, an NPS of 80+, and significantly higher customer satisfaction. At the same time, the model strengthens our brand, reduces returns, relieves the service department, and creates valuable insights for product quality and customer experience. The community is growing organically because fans help other fans – and thus become active brand ambassadors.

In recent years, Swisscom has developed its SME hotline into the most important advisory channel for telco mass market products. The aim was not only to resolve service issues with high quality in the numerous inbound contacts, but also to offer additional advice to customers in every contact. The channel's share of sales rose from a quarter (2021) to over a third (2025). This was made possible by a change in employee attitudes, targeted coaching and training, further development of the team culture, and targeted change interventions by the steering group. The transformation was implemented in all teams and language regions according to the AQAL model.

Today, the hotline is no longer just a central touchpoint for the concerns of our SME customers, but has also established itself as a central channel for talking to customers about products and offers. At the management level, perceptions have also changed: away from pure service KPIs toward a differentiated view of value creation, customer benefits, and costs.