Case Study: Siemens Global Business Services provides an intelligent solution of the Bionic Customer Service agent

Munich, February 16, 2022

At Siemens Global Business Services (GBS), more than 19,000 customer requests arrive daily. To create the highest impact and best service for our customers, our experts developed an AI-solution that automates 70% of the incoming enquiries.
The text describes the in-house development of Siemens GBS’ bionic customer service, which is used to speed up the processing of service tickets.

This case study was published in January 2022 as part of the book “The Autonomous Enterprise: Powered by AI” by technology industry analyst Sarah Burnett.


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Siemens Global Business Services (GBS) designs, innovates, and efficiently operates business services for Siemens AG units worldwide as well as external customers. Its portfolio comprises transactional and expertise-driven services – with a strong focus on digitalization in areas like business administration, human resources, supply chain management, sales, marketing, and engineering.
In fiscal 2021, Siemens GBS provided business services worth €650+ million for Siemens AG, Siemens Energy AG and Siemens Healthineers AG.
Siemens GBS serves its clients globally out of eleven 11 major delivery locations with about 10,000 employees. Siemens GBS has its headquarters are based in Munich, Germany. 


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Siemens AG (Berlin and Munich) is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 170 years. Active around the world, the company focuses on intelligent infrastructure for buildings and distributed energy systems and on automation and digitalization in the process and manufacturing industries. Siemens brings together the digital and real worlds to benefit customers and society. Through Mobility, a leading supplier of intelligent mobility solutions for rail and road transport, Siemens is helping to shape the world market for passenger and freight services. Via its majority stake in the publicly listed company Siemens Healthineers, Siemens is also a world-leading supplier of medical technology and digital health services. In addition, Siemens holds a minority stake in Siemens Energy, a global leader in the transmission and generation of electrical power that has been listed on the stock exchange since September 28, 2020. In fiscal 2021, which ended on September 30, 2021, the Siemens Group generated revenue of €62.3 billion and net income of €6.7 billion. As of September 30, 2021, the company had around 303,000 employees worldwide.



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Michelle Irwin

Siemens Global Business Services

North America


Franziska Bastan

Siemens Global Business Services

Europe, Asia Pacific/China, Middle East/Africa

+49 162 1802712