Siemens GBS deals with more than seven million customer service tickets every year, at 5 minutes per request, this translates into a huge number of hours spent on manual ticket handling. In order to streamline this, Siemens GBS created the Bionic Agent, a Generative AI enhanced, fully cloud-based SaaS solution. This resulted in 95% increased reliability and accuracy, 5 x higher productivity than previous human agents and over 10,000 manual hours saved. In this session, product manager Nuno Rocha talks us through how the bionic agent was created and implemented and how it has ushered in the next-generation of customer-service.