Bridgestone Mobility Solutions (BMS) faces the challenge of efficiently managing over 2.4 million annual customer touchpoints in Europe alone. Many of these transactions involve routine queries, such as invoicing and shipment inquiries. At the same time, the team faces challenges due to rising product complexity and scale that need human intervention. As Bridgestone Mobility Solutions’ product portfolio expands from small to Enterprise clients, there is a demand to innovate simple tasks and to drive value-added human touch interaction in more complex support cases. This promises to deliver better quality and allow creativity in changing business needs while scaling the strategic growth initiatives.