Martina McGrath is the head of HR for Bosch UK. She describes how an AI-powered digital assistant that encourages self-service interactions has helped Bosch HR teams transform themselves on a global level.
We at Bosch believe that AI is a tool everyone should use, including HR departments.
AI can transform the HR process, making it simpler, quicker, more efficient, and accessible.
In Bosch’s annual Tech Compass Report which surveys over 11,000 people worldwide about their attitude to technology, 65% UK respondents believe that AI will become the most influential technology for the UK within the next decade, an increase of 38% from the report in 2023.
The Tech Compass survey asked global respondents about their personal hopes for AI. They cited “making their lives easier” (49%) as well as “making their work more efficient” (45%) among the benefits they hope to gain.
We wanted to use this information to see how AI could be used to simplify the lives of our employees and reduce the number of inquiries that come to our HR department. This led us to develop ROB, a digital HR assistant powered by AI, designed to encourage self service interactions. This technology is a benchmark in digital HR support, and it harnesses AI’s power to transform HR teams globally.
The technology was created as part of Bosch’s digital strategy in order to improve the experience for Bosch associates worldwide. It represents a major step forward to bring HR closer to Bosch managers and associates by simplifying internal process. ROB relies on advanced generative AI, large language models, and Bosch HR guidelines to deliver accurate and relevant information. This is an advisory system which simplifies and accelerates what we used to do.
“We’re big advocates for responsible AI use and we created the BoschAI Code of Ethics 2020 to ensure that all of our AI products and service are aligned with the Invented for Life ethos. This combines our innovation with our social responsibility.”
This digital HR assistant uses emotional intelligence to determine when additional support from a person is needed and suggests routes for requesting assistance. This new technology, which is a game changer, has been implemented in the majority of Bosch’s countries. It allows our employees to receive efficient, personalised help at any time.
We update ROB regularly. When developing ROB, it was important to comply with all applicable legislation. In 2020, we created the BoschAI Code of Ethics to ensure that all of our AI products and service are in line with our Invented for Life ethos. This combines our innovation and social responsibility. When we work with AI, we always make sure that the technology is safe and its purpose is obvious. We also ensure that the technology benefits the end-user.
The new EU AI Act is a complement to our core values. The Act is designed to regulate AI use in the EU. It also sets out conditions that will allow technological advancement to continue without jeopardizing Europe’s competitiveness. Businesses in the UK may be forced to comply with its provisions over the next few months.
The Act’s main objectives are to ensure AI is safe, ethical, transparent and respects fundamental rights. This aligns with Bosch values and the Bosch AI Code of Ethics. Artificial intelligence should serve the people and not vice versa.
ROB does not make decisions for its associates. It helps them to get the correct information and use the available services. This means that a person, in this instance the associate, will always be in control. This is a very important aspect of the AI conversation – what are we putting in, and what can we expect to be returned? ROB does not interpret input, offer advice or do anything else like that.
A disclaimer also explains ROB as an AI tool. The conversations that an associate has with ROB will not be recorded.
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We have also introduced and explored additional AI tools to our associates around the world, including:
- AskBosch is an internal AI-assisted Search Engine that functions as Bosch’s version of OpenAI’s ChatGPT. Many Bosch Associates use it daily, and this has had a significant impact on internal communication.
- Bosch AI Document Intelligence-Analysis Assistant is a powerful AI assistant that analyzes content in different documents, allows users to ask for help and is particularly useful for summarizing long meeting notes and extracting key themes from PowerPoint presentations.
- Gen AI Playground is a technology that provides AI tools for translating languages, creating visuals, and tailoring content to specific audiences and channels. These new AI-based technologies are providing positive results and engagement. Associates are using the tools and embracing them.
We acknowledge that the public’s perception of AI is still mixed. In the Tech Compass Report, four out five respondents were of the opinion AI-generated content must be labeled as such. This could indicate a distrust of AI and a reaction against this technology. It is essential that people trust AI. If businesses are able to demonstrate how AI can be used safely and effectively, as well as explain the benefits to their customers, perceptions will change.
