The Voice of the Consumer project at Bosch Power Tools (PT) envisions the establishment of a global voice of the consumer monitoring which brings together all relevant feedback data such as customer reviews through various e-commerce shops, customer care emails, feedback through surveys, etc. The collected data is then analyzed automatically by a state-of-the-art AI (NLP) to generate prioritized valuable insights, which supports a data-driven continuous improvement of Bosch PT products and services. In order to liaison with this vision, we have implemented an end-to-end supervised machine learning pipeline based on the state-of-the-art Google BERT Algorithm, which detects the consumer topic and consumer satisfaction. The entire AI competency and infrastructure is in-housed within Bosch on Azure Microsoft Cloud. The supervised AI models are able to provision 100 percent language coverage, with an average accuracy of at least 80 percent. In order to scale insight generation and not be confined to the consumer topics limited to supervised AI, we are currently implementing an unsupervised AI pipeline for topic modeling. This solution will further address the pressing issue within business units having limited budgets and resources for training data.

1. How Bosch Power Tools leverages
User Data and AI to listen to the Voice
of the Consumers
Pooja Bhatia Lead Data Scientist
Nina Rsumovic Data Engineer
DSC EUROPE 22

2. 1
2
3
4
5
Agenda
2
Voice of the Consumer
Introduction
Machine Learning
Aspect Based Sentiment Analysis
Visualization of Insights
Frontend Dashboard
Topic Detection
Unsupervised AI
Machine Learning Infrastructure
Technologies and frameworks
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2
3
4
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3. Voice of the Consumer
Did you know?
93% of consumers read online reviews
before making a purchase.
94% of consumers have avoided a
company because of its negative
reviews.
*https://trustmary.com/reviews/online-reviews-statistics-that-will-blow-your-mind/
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4. Leverage user feedback
Voice of the Consumer
4
Customer Care Service and
Repair centers
Marketing Product Quality Business
decisions
Builds emotional
connection with
customer
Responds fast and
efficient
Directs the flow of
products and services
to the consumer
Meets the need of the
consumer
Enhances profitability

5. 5
Listening to the Voice of our Users.
Value Stream
1101 1010 1010 Data Flow
AI Algorithms
Products/Services
Supervised and unsupervised
NLP machine learning
approaches to gain insights.
Most important data
sources:
• User Reviews
• Surveys
• Service Tickets
• Social Media
Products and
services matching
user requirements
Faster ideation and concept
phases in development process.
Insights bundled and available in
knowledge base.
Unknown
User
Well-known
Bosch User

6. 6
Bosch Power Tool leverages Data & AI to listen to
the Voice of our Consumers
Value
Creation
AI Models
Data Preprocessing
(Data Cleaning + EDA Methods)
User Reviews
BERT Language Models
User Insights
Target Label Prediction
Text Classifier
+ +
Document Annotation
Listening to the consumer voices on the internet, analyze it with the state-of-the-art AI models to understand the
needs and to translate them into internal action.
AI

7. 7
Supervised AI: The AI Automatically Detects
consumer topic & consumer satisfaction
• Global Classification Standard for 161+
Aspects​
• Combined set of training data of 160k+
documents and growing​
• Internal call center to generate training
data​
Loudness
Performance
Bought this item
few months back.
While I am
satisfied with the
performance, it is
quite loud, given
its high power and
output.

8. 8
ML Pipeline for Aspect Based Sentiment Analysis

9. Benefits of In housing AI Capabilities
9
With one global ENGLISH AI,
all languages are covered
The accuracy of the AI
is at least 80%
75% more AI models, due to scalable
state of the art algorithms
100% 80% 75%
Language Coverage Accuracy of AI Scalable AI Models

10. Visualization of Insights
10

11. Unsupervised NLP Usecase & Business Potential
11
Business Potential
Scalable Insight Generation
From review data to any text data
source e.g. Customer Email, NPS
Stay Competitive & Enable
Disruptive Innovation
Trend Analysis & Market
Intelligence Automation
0 1000 2000 3000
can´t find registeration page
email address incorrect/wrong
forgotten my password
wrong website
won´t accept model number
account creation problem
trying to register
warranty/ guarantee extension
Can´t find any 10 digit model…
Key issues found in product registration process
Pilot on Unsupervised AI
Pain points confimed by Unsupervised NLP Technique
Problem Statement:
HG realized overproportional number of tickets in UK call center,
wondering why?

12. Orbital sander, a little
weak but okay working,
what disturbs is that the
filter is quickly full
Topic Representation:
Machine is efficient, not too messy. The
negative point is that the sanding sheet is
removed from the scratch pad when it is
used. Orbital sander, little weak but okay
working, what disturbs is that the filter is
quickly full, Handy vibrating sander.
Topic Summary:
Efficient not too messy. Negative point is
that sanding sheet is removed from
scratch pad when it is used .
Topic Detection using Unsupervised NLP
Review, Surveys,
Email etc.
Anonymize personal
information
Optional for Emails
Topic Representation
& Summarization
Classify documents
as Positive, Neutral
Negative
Clustering: Generic,
particular Aspect,
particular Product
Catergory

13. Topic Detection using Unsupervised NLP
Review, Surveys,
Email etc.
Anonymize personal
information
Optional for Emails
Topic Representation
& Summarization
Classify documents
as Positive, Neutral
Negative
Clustering: Generic,
particular Aspect,
particular Product
Catergory

14. In Production
Supervised Machine Learning Architecture
14

15. MVP
Unsupervised Machine Learning Architecture
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16. 16
Technologies and frameworks
Azure Data Lake Gen2 Azure SQL Database
Azure Data Factory
Azure Web App Azure Translation Service
Azure ML Studio
Azure Active Directory

17. Q&A

18. CODE#LikeABosch
We code the future
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www.bosch.com/careers