Bayer’s AI Agent Sets New Standards in Employee Guidance

Bayer has successfully integrated an innovative AI Agent named DSO Go into its operations. This solution, trained on Cognigy.AI in combination with Generative AI, has transformed how Bayer's employees access and interact with essential information during times of organizational change.

9

Languages

19,000

Unique users (2 months)

80%+

Satisfaction Rate

Watch Now: How an AI Agent becomes a Manager's Best Buddy

About Bayer

Bayer is a global enterprise with core competencies in the life science fields of healthcare and nutrition.

101K Employees (2023)

340 consolidated companies in 80 countries

€50.7 billion sales in FY23

Use Case

AI Agent to streamline communication. Available on chat and enhanced with GenAI, provides insights and answers about the new company-wide operating model.

Results

• Deployment in 4 months
• Natural Dialogue enabled with GenAI in 9 Languages
• 19,000 unique users in the first two months after Go-live
• 80% Satisfaction rate
• AI Agent part of every meeting

The Challenge

Bayer was undergoing a significant reorganization aimed at fostering a mindset shift through a new operating model called dynamic shared ownership (DSO). This reorganization involved preparing a substantial amount of new material for employees. This material was stored in different formats and folders, including PDFs, Word docs, and PowerPoints.

Recognizing the need for an efficient communication tool, Bayer's communications team proposed the idea of using a fully trained AI Agent to help employees easily and quickly access the extensive information related to DSO.

The Solution

Bayer used Cognigy.AI to develop DSO Go, an AI Agent designed to combine the strengths of a guided conversation in a pre-defined pattern with Generative AI. The project aimed to create a tool that can handle frequently asked questions and dynamically generate responses based on a vast knowledge base. Continuous communication between IT and business functions ensured alignment with user needs, while regular feedback from employees helped tailor the Agent to real-world requirements and strong backing from leadership facilitated a smooth implementation and adoption.

• Intento Integration
• Omnichannel
• Friendly UX
• Generative AI

Multilingual AI Agents

By integrating Intento’s Language Hub with Cognigy, Bayer ensures consistent, high-quality AI Agent conversations across 9 languages while maintaining centralized content management.

Intento's Language Hub brought four key improvements to DSO Go:

1. Centralized Content to manage one core conversation flow instead of separate versions/copies for each language.
2. Consistent Corporate Tone of Voice across languages.
3. Faster time to Deployment, by eliminating the need to rebuild conversation flows for each market.
4. Reduced the need for repeated translations by utilizing a caching mechanism, leading to cost savings and more efficient use of resources.

Omni-channel Access

Available on Microsoft Teams, web chat (desktop and mobile), and SharePoint.

User-friendly Interface

Provides video playback, document links, and email sharing options directly within the chat interface.

Dynamic Response Generation

Utilizes Generative AI and Knowledga AI to provide accurate and contextually relevant answers.

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Xenia Hanke

Software Engineer Smart Interaction at Bayer

The implementation of our AI Agent DSO Go has revolutionized our internal communication, providing employees with instant, intuitive responses and significantly enhancing our operational efficiency. The AI Agent's ability to deliver user-friendly, human-like interactions and access a vast knowledge base has become integral to our daily operations and team meetings.

The Impact

Since its launch, DSO Go has seen significant engagement with 19,000 unique users across various channels in the first two months. Employees frequently use DSO Go in daily operations and team meetings, benefiting from its ability to answer free-text questions and provide instant, intuitive responses.

Managers report that DSO Go has become an integral part of their meetings, underscoring its role in disseminating knowledge about the dynamic shared ownership model and facilitating goal-setting discussions.

Knowledge AI

19,000 Unique Users

Employee Guidance

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Our AI solution exemplifies how AI Agents can support organizational change management. By combining guided conversation patterns with Generative AI, we've created a digital buddy that not only meets the informational needs of our employees but also fosters a more connected and informed workforce.

Xenia Hanke, Software Engineer Smart Interaction at Bayer

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