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Meet our AI Champions

Customer Stories

Travel

Lufthansa Group

AI Agents support 16 million customer interactions per year with peaks up to 375,000 per day

call center automation, service automation, customer-facing bots, Facebook

Lufthansa manages customers during the biggest crisis in aviation history with future-facing technology

Very high customer expectations, daily changing regulations, and high-cost pressure during COVID-19 were managed successfully with Cognigy.AI solutions.

We believe Cognigy.AI to be the most comprehensive, user-friendly Conversational AI platform on the market today, which empowers our business users and developers to build advanced, multi-lingual Virtual Agents at scale.

Nick Allgaier

Nick Allgaier shares his experience and gives valuable insights on how you can make your conversational AI project successful.

Product Manager "Digital Assistants" @Lufthansa Group Hub Airlines | Austrian, Lufthansa, SWISS

About Lufthansa

Lufthansa Group operates worldwide and is the largest airline in Germany. Lufthansa is one of the founding members of the world's largest airline alliance known as Star Alliance.

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Fast Facts

110,000+ Employees

EUR 13.5B revenue in 2020

220 Destinations

532 Subsidiaries and affiliated companies

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Cognigy Use Case

16+ AI-powered virtual agents for customer service

Available on FB messenger

Live-Chat integration

Multi-Lingual

The challenge

In the face of the Covid-19 pandemic, Lufthansa Group’s passengers desperately needed help. They flooded call centers and websites looking for up-to-the-minute information or to change or cancel their flights. Lufthansa Group had to act quickly to serve customers and scale its ability to respond to increased and overwhelming call volumes without adding cost or increasing headcount to manage the vast number of inquiries.

In such drastic circumstances, the existing in-house developed chatbot was not flexible enough and so Lufthansa decided to consolidate its customer service provisions under the umbrella of one platform. The fastest and most effective way to do this was with an AI-powered customer automation platform, which offered Lufthansa Group business units the ability to take control with minimal IT support.

The solution

Lufthansa identified Cognigy.AI as its platform for customer automation, allowing it to create and operate virtual agents fast and with ease. The introduction of Cognigy immediately gave Lufthansa the resilience it needed to handle extreme traffic spikes and deliver consistent customer support. In addition, this single cost-effective automation platform provided the scalability and flexibility that Lufthansa needs to consolidate all customer interactions with an omnichannel approach, which alleviated the pressure placed upon agents.

The impact

Ten thousand customers a day and over one million conversations per annum rely upon Lufthansa's virtual agents to get it right. Maintaining service levels during the pandemic has been pivotal to Lufthansa and its customers. Using Cognigy.AI has proven to improve the customer experience delivering Lufthansa with increased satisfaction levels and making Cognigy an integral and critical part of its customer interaction strategy.

1M+ conversations p.a

Significantly lower AHT

Live-chat integration

"Starting with a Minimum Viable Product continuously adjusting to customer needs, the bots now feature complex self-services for Lufthansa, Swiss and Austrian"

Nick Allgaier

Product Manager "Digital Assistants"

@Lufthansa Group Hub Airlines | Austrian, Lufthansa, SWISS

Want the same success with Cognigy.AI?

Leverage the power of Conversational AI

Serve customers and employees 24/7 on any channel

Provide better services at lower costs

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Automotive

TOYOTA

AI Agent calls vehicle owners proactively and automates appointments with 98% client satisfaction

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Retail

Lidl International

Lidl transformed in-store operations with LIVA, a powerful Voice AI Agent for employees

Schwarz IT Drives Innovation with the Lidl Instore Voice Assistant

Schwarz IT is equipping Lidl employees with headsets to enhance enhance internal communication. Employees can connect with a digital voice agent, Lidl Instore Voice Assistant (LIVA), through these headsets. By using voice commands, they can quickly access information such as product details or stock levels and perform tasks like opening or closing tills. The digital assistant is powered by an AI Agent built on Cognigy, which supplies the necessary information and carries out actions through various interfaces. This significantly reduces the distance employees need to travel within the stores.

Lidl Stiftung, Schwarz IT, and Cognigy were honored with a RETA Award for their Lidl Instore Voice Assistant (LIVA) use case, positioning Cognigy as a leading Top Supplier in Retail Technology.

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Retail & eCommerce

Fabletics

Agentic AI resolves end-to-end customer journeys on voice and chat, performing on par with service specialists

SEE STORY

Telecommunications

Openreach (part of BT)

Proactive AI that delivers tens of millions of pounds in annual benefits across revenue retention, revenue generation, and OpEx savings

Guiding the UK’s broadband customers through a national network upgrade

with proactive AI

Openreach, part of British Telecom, deployed proactive AI agents to support one of the UK’s largest infrastructure transformation programs, managing customer engagement at national scale during its digital network upgrade. The initiative transformed the customer experience, and produced tens of millions in annual benefits for Openreach and its clients such as Sky and Vodafone.

4.7/5

Trustpilot rating (from 1.6), with over 300,000 reviews

35%

Reduction in missed appointments

£ Tens of Millions

annual benefits across revenue retention, revenue generation, and OpEx savings

Hear from the Director of Customer Service at Openreach

The Challenge

At the outset, communication was fragmented and inconsistent.

Different providers delivered different messages across different channels, creating a disconnected experience with limited end-to-end visibility. Customers were left trying to interpret what the upgrade meant for them, while service teams managed a high-effort process across multiple handoffs.

The consequences were immediate. Appointments were missed. Engineers were dispatched unnecessarily. Time and resources were lost at scale, driving avoidable cost and operational inefficiency across the service journey.

For vulnerable customers, the stakes were higher. Many relied on landlines for telecare devices. For them, uncertainty was not just frustrating, it introduced real risk.

This was not simply a communications issue. It exposed the limits of a reactive operating model that could not support the scale and complexity of a nationwide network transformation.

The Solution

Openreach decided to change its approach. Instead of leaving customer communications to different providers, the company deployed a unified proactive customer engagement strategy with NiCE AI Agents.

Proactive AI agents now engage directly with customers via SMS, email, or phone. These agents explain the upgrades, answer questions, and manage appointment changes through a seamless self-service experience. They can also reschedule or bring appointments forward, helping Openreach respond more dynamically to operational changes and available capacity.

Because the engagement is proactive, customers don’t have to dial in or wait on hold. As soon as something significant changes, they are automatically informed. This approach also works for customers who only use landlines, extending the reach of the program and making it more inclusive.

The AI agents provide consistent, compliant communication at scale while preserving flexibility for more sensitive customer situations. Whether a customer prefers text, email, or a phone call, the AI adapts to their channel of choice and ensures they have the information and support needed to complete their upgrade smoothly.

The Impact

Missed deployments dropped by more than 35%. Fewer engineers were sent out unnecessarily, and the whole process became smoother and more efficient for customers.

With NiCE's Agentic AI, Openreach achieved major operational savings while redefining the customer experience. Inbound contact volumes dropped by roughly one-third, while repeat contacts declined even further, freeing teams to focus on higher-value interactions.

The transformation is reflected in Openreach’s Trustpilot rating, which started at 2.0 before AI implementation and now sits at 4.7 out of 5, based on hundreds of thousands of customer reviews.

In a transformation of this scale, earning that level of trust makes all the difference. Proactive AI agents deliver tens of millions in benefits for Openreach and its clients while ensuring that vulnerable customers receive the support they need during a complex infrastructure transition.

The deployment demonstrates how AI-powered customer engagement can transform large-scale infrastructure projects, turning potential disruption into a proactive, predictive, and customer-centric experience that builds trust and drives operational excellence.

Proactive Outbound Voice Agent

Self-Service

Omnichannel Engagement

SEE STORY

Travel

Tripadvisor

AI voice agent deployed on Cognigy in 2.5 months with a team of 8, outperforming what a 45-person team achieved over 18 months

Tripadvisor stood up an

AI Voice Agent

in the time most companies spend on vendor selection

Tripadvisor deployed Vesper, an AI voice agent built on NiCE Cognigy to automate intent capture, identity verification, and intelligent call routing—giving customers faster service while equipping agents with full conversation context.

90% vs 71%

Vesper AI voice agent sentiment score vs human agents

2.5 months

Concept to first live automated calls

Customer Story

Tripadvisor story

Tripadvisor

Organization

Tripadvisor (NASDAQ: TRIP) is a global travel platform spanning hotels, restaurants, cruises, and tours and experiences. Viator, the group’s tours and experiences marketplace, accounts for close to half of group revenue.

Products

NiCE CXone

Cognigy AI Agents

Goals

Deploy a production-grade AI voice agent from concept to live in a single travel season

Contain high-volume, information-intensivepost-booking calls without human agent intervention

Establish a reusable AI platform scalable across brands, languages, and non-voice channels

Features

Natural language interaction with no menu navigation required

Automated identity verification before any account data is disclosed

Intelligent call containment with full query resolution

Seamless handoff to human agent with full context preserved

Intent capture across 100% of calls, including those routed to human agents

Parallel data retrieval across multiple systems simultaneously

Tripadvisor Group is a global travel platform spanning hotels, restaurants, cruises, and tours and experiences, with approximately 2,500 contact center agents handling post-booking customer support across the group’s portfolio. With a January 1, 2026 contract effective date and a summer peak deadline that could not move, Tripadvisor set out to deploy a production-grade AI voice agent in a single travel season. An in-house team of eight, supported by NiCE Professional Services and NiCE partner Bell and building on the existing NiCE CXone platform with Cognigy AI Agents, took the system from concept to first live calls in two and a half months. The agent, branded Vesper, captures intent and verifies identity in natural language before a human ever picks up, processes queries in parallel against multiple data sources, and hands off to a human agent with full context preserved when needed. Peer-tested against a comparable build at a leading global technology platform, Tripadvisor’s first iteration was assessed as exceeding what a 45-person team had reached in eighteen months. The deployment is already returning a customer sentiment score of 90 percent against the 71 percent recorded when human agents handle the same interaction types.

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After deploying our first iteration, two and a half months from a standing start, we had an external peer review of our Cognigy Agent. The feedback was that what our team of 8 had achieved was beyond what they’d managed in three iterations, over 18 months, with a team of 45.

David Fox

Senior Director of Global Telecom Services @ Tripadvisor Group

Before

A seasonal operation running on a manual sequence

Tripadvisor is a portfolio of travel brands. Hotels. Restaurants. Cruises. Tours and experiences. Viator, the group’s tours and experiences marketplace, now accounts for close to half of group revenue. Behind every booking sits a contact center of approximately 2,500 agents: tenured onshore colleagues and offshore business process outsourcers who flex up and down with the seasons.

The seasonal rhythm is everything. The vast majority of post-booking contact lands in the summer months. Miss the summer peak and the business case waits a year. The deadline is set by the calendar, not by leadership.

The call types arriving at volume were not simple. A traveler pulling into Barbados the next morning wants to know where the glass-bottom boat will collect them. The agent must consult the supplier’s website. Attempt a live call. Wait for a callback. Return to the customer. All in real time. All while the traveler is already outside their comfort zone.

Across the operation, every call opened with the same two-step manual sequence. Intent capture happened agent-by-agent. Identity verification happened agent-by-agent. Two minutes consumed before the actual conversation began. Multiplied across 2,500 agents and an entire summer peak, the cost in agent time, system fragmentation, and customer patience was substantial.

The platform to change this already existed. Tripadvisor had been running on NiCE CXone as the operating core of its global telecoms ecosystem. What was needed was the will, the design, and the deadline.

Opportunity to change

Start with the business problem, the technology comes second

The decision to build did not begin with AI. Tripadvisor had built a discipline around a simple test: every technology initiative either generates more revenue or reduces cost. If it cannot be connected to one of those two outcomes, it is a hobby. David Fox, Senior Director of Global Telecom Services at Tripadvisor Group, applied that discipline to the conversational AI evaluation from the first conversation.

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If your only objective is to have AI and hope good things will happen, they probably won’t and you’ll wind up with a really bad investment. Everything starts with: this is what we’re trying to achieve.

David Fox

Senior Director of Global Telecom Services @ Tripadvisor Group

When the team began evaluating, the question was not whether to explore conversational AI. The discipline was in filtering it. The team identified specific call types where agents were adding limited value: information retrieval, identity verification, logistics lookups. Calls where the work was sequential and the answer was already in a database somewhere, if you could only reach all of them at once.

Tripadvisor issued an RFP and tested the market. Cognigy AI Agents was selected. The decision came down to two factors in equal measure: the quality of the conversational AI, and the architecture of keeping everything in platform. Adding a third-party AI layer would have meant latency across already lengthy call legs, a new vendor to manage, and data residency questions across a global operation. NiCE sat over the existing network. The AI lived where the call already lived.

The contract was effective January 1, 2026. The summer peak was in June. The clock was already ticking.

The solution

Eight people, two and a half months, first live calls inside a single season

The build ran two parallel tracks from day one. The first was infrastructure: standing up the agentic capabilities and integrating the platform into Tripadvisor’s global telecoms ecosystem. The second was conversational design: mapping exactly what a customer might say, every branch the conversation could take, every data source required to answer it, and every failure mode that needed handling before a single live call was attempted.

The second track was the more work intensive. Tripadvisor’s operating principle was that eighty percent of the work in a deployment of this kind is conversational design. The technology, once correctly integrated, will do what it is built to do. Getting the conversation right is where projects of this kind land or collapse.

The core build team numbered eight: four telecoms engineers, two back-office systems engineers, and two product managers.

Tripadvisor’s in-house team led the build, with NiCE Professional Services and NiCE partner Bell providing targeted delivery support across the engagement. “I’ve jokingly called it my baby,” Fox said. “But the more I look at it, the more I realize it’s actually a little bit like bringing up a child. You’ve got to guide it in its every step. You’ve got to correct it when it goes wrong.”

The agent that already knows what you need

Tripadvisor’s branded AI voice agent, Vesper, is built on Cognigy AI Agents and integrated into the group’s global telecoms platform. When a customer calls, Vesper greets them in natural language. No menu. No keypress. It captures their intent, verifies their identity securely before any account data is disclosed, and attempts to resolve the query in full. For calls it cannot contain, it hands off to a human agent with full context already transferred. The agent does not ask the customer to start again.

Even on calls Vesper does not contain, the impact is immediate. The two-minute opening sequence of every call, intent capture and identity verification, has been removed from agent workload across the system. The processes still happen for the customer; Cognigy now handles them. They no longer consume the two minutes of agent time they used to. Vesper also processes queries in parallel. A human agent can have one screen open at a time. Vesper can simultaneously query the supplier’s site, check the booking system, cross-reference logistics data, and surface the answer in the time it would take a person to load the first tab.

The iteration that made it real

The first live automated calls went out in two and a half months. What followed was a rigorous, data-driven iteration cycle the team had designed for from the outset.

One discovery came quickly. In the US market, a significant proportion of customers, conditioned by years of legacy IVR experiences, respond to any automated greeting with “agent” before the system has finished its first sentence. The build team, largely UK and Europe based, had not fully anticipated the scale of this behavior. Rather than treating it as a failure, the team refined the opening message to explain what Vesper could do. They added a bridging step: when a customer requests an agent, Vesper confirms a few details first, so the handoff goes directly to the right person rather than the next available one. The customer still gets a human. They get there faster.

The bridging step is also where Tripadvisor’s posture on agentic AI separates from the rest of the category. While Vesper is preparing the handoff, it is also capturing intent, gathering analytical insight on what brought the customer to call, and verifying identity. The customer gets the human conversation they asked for. Tripadvisor gets an enhanced view of demand and the ability to automate a handful of process steps inside the same interaction. The agentic layer is not about deflecting customers away from humans. It is about putting the business in a position to learn from every call it takes.

Every call is now transcribed and available for analysis. That data is surfacing insights the team can now act on systematically: error patterns on the website driving avoidable contacts, supplier behaviors generating complaint volumes, navigation friction sending customers to the phone. For the first time, every pattern, every friction point, every avoidable contact is visible inside one analytical layer.

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It’s a little bit like painting the Golden Gate Bridge. The day you stop doing it is the day you start gently sliding into obsolescence.

David Fox

Senior Director of Global Telecom Services @ Tripadvisor Group

Results

Faster than anyone had done it, better than the humans on day one

Tripadvisor peer-tested its first iteration with a team that had built a comparable AI contact center solution at a leading global technology platform. That team numbered 45 and took 18 months across three iterations. Tripadvisor’s first iteration, delivered by a team of eight in two and a half months, was assessed by those peers as exceeding the quality of their third. That pace was not accidental. It was the product of disciplined scoping, a platform integration that avoided the complexity of a multi-vendor architecture, and a team small enough to move without drag.

On customer sentiment, the AI is already outperforming human agents. Across early-deployment data, Vesper left customers feeling positive about the interaction 90 percent of the time on a measured sentiment score. Human agents handling the same interaction types scored 71 percent. Intent is captured on every call in both modes; the difference is in how the customer felt when the call ended. The AI is not approximating human performance on that measure. It is leading it.

Vesper launched at the start of 2026. The most compelling data, full call resolution rates and A/B results measured at scale, arrives through May and June as new use cases come online and the summer peak builds. That is not a caveat. It is the nature of a deployment designed to prove itself against the hardest test a travel business faces: the season when everything happens at once. Tripadvisor projects that 20 to 30 percent of post-booking call volume will flow through Vesper by mid-summer, with 75 percent containment anticipated on that subset of calls as the platform scales. The proof is being built in real time.

The A/B testing framework is live. Every new use case runs against the previous handling method before adoption. The team is measuring everything: error patterns, supplier behaviors, call drivers that could be eliminated upstream. The information that was impossible to act on at scale before Vesper is now arriving in full. Every call is data. The data is changing the business.

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It all starts with the conversation, the customer. You have to start with a business problem. Then 80% of your work is what we’ve called conversational design. Get that right and you can make the rest happen. But have the technology in an orderly manner so that you can layer that conversational design on something that doesn’t hit roadblocks through your technology stack.

David Fox

Senior Director of Global Telecom Services @ Tripadvisor Group

Future

The summer is the proof. What comes after is the scale.

The Q2 roadmap adds two capabilities: proactive supplier outreach, where Vesper initiates outbound contact with operators to resolve logistics queries before the customer calls in, and real-time translation, extending the platform across language barriers that currently route calls to specialist agent pools. Both extend the same principle: remove the human from the parts of the conversation where they add little value, so the human can be fully present for the parts where they matter most. Proactive outreach means a customer may never need to call at all.

The architecture Tripadvisor built is designed for horizontal scale. Vesper is not a single-brand, single-language, single-channel deployment. It was built from the first line of code to run across the Tripadvisor Group portfolio, across languages, and across voice and non-voice channels. The infrastructure decision, keeping everything in platform, was not just about latency on day one. It was about not having to rebuild the foundations when the scope expands.

New use cases are already being evaluated not only for volume impact but for the subtler efficiency gains. “Don’t forget to take the wins where you can find them,” Fox said. “If you do something in a couple of weeks and it will address nearly all of 5% of your conversations, rather than something that can do half of 20% in six months, get those small things going in parallel to the preparation for going after the big fish."

SEE STORY

Travel

Frontier Airlines

AI Agent increased NPS and reached historical low in AHT, handling 800K conversations a month

How Frontier'sAI Agent increases the NPS

Frontier Airlines recently made a bold move, turning off its telephone customer service in favor of exclusively handling interactions via chat with the support of an AI Agent. This strategic decision not only increased operational efficiency but also contributed to remarkable advancements in customer service. Achieving a 15% to 30% annual growth while maintaining cost efficiency, Frontier experienced a transformative shift in passenger interactions with the implementation of Cognigy’s AI Agent for travel.

800K

Conversations per month via the AI Agent

Higher NPS

Compared to phone line and historical low in AHT

Leonardo Declich, Director CX Transformation @Frontier Airlines

Cognigy's AI Agent has exceeded our expectations, taking the lead in our customer communication. It manages multiple chat conversations at once, allowing us to handle the challenges of annual growth and operational fluctuations with ease.

About Frontier

Frontier offers Low Fares Done Right®, connecting 100+ destinations with ultra-low-cost service.

25M+ passengers p.a.

5K+ employees

Use Case

Frontier’s AI Agent:

- Validate reservations and provides quick links to make reservation changes

- Answers baggage inquiries

- Manages refunds

- Hands over to live agents on chat

Results

Increased NPS

with Cognigy's AI Agent

Cost-efficient

contact center

Increased contact resolution rate

Watch Now: Frontier Airlines Director of CX Transformation discusses their decision to ditch telephone customer service

The Challenge

Frontier Airlines encountered multifaceted challenges amidst its their impressive annual growth rates of 15% to 30%. Staffing contact centers proved difficult, especially with the intricate task of keeping agents' content amid expansion. Traditional phone lines, limited to one conversation per agent, posed constraints during peak times, exacerbating the strain on customer service operations.

The inherent limitations of traditional phone-based support became apparent during Frontier's peak periods and irregular operations. Managing contact center staffing was already a complex task, especially when experiencing growth. This challenge become even more intensified during these times. Agents, limited to handling one conversation at a time on the phone, struggled to manage the influx of customer inquiries efficiently.

The Solution

In search of a solution that could address the companies specific needs, Frontier Airlines implemented an AI Agent powered by Cognigy. The AI Agent efficiently validates reservations and provides quick links to make reservation changes seamlessly, addresses inquiries about baggage, processes refunds, and hands over to live agents on chat when necessary.

The introduction of an AI chat agent became the catalyst for overcoming Frontier's challenges. The AI Agent's capacity to engage in hundreds or even thousands of conversations simultaneously revolutionized customer service operations. This not only addressed the difficulties in staffing and agent satisfaction but also provided an instantaneous and efficient solution to customer queries. This also aligned perfectly with Frontier's commitment to delivering exceptional service amid growth and operational fluctuations.

The Impact

Frontier Airlines witnessed a notable transformation in its customer service operations. The implementation of the AI Agent resulted in a substantial increase in Net Promoter Score (NPS), indicating improved customer satisfaction. The contact center also became more cost-efficient, adapting to the airline's growth. Additionally, the contact resolution rate saw a significant boost, solidifying Frontier's commitment to providing top-notch service.

Chat Self-Service

Increased Customer Satisfaction

Chat Handover to agent

"With the AI Agent managing customer inquiries, we saw a rise in our NPS score and a reduction in our AHT compared to providing support through our phone channel. In fact, our average handling time is currently at its historical low, at least in the last five to six years."

Leonardo Declich, Director CX Transformation @Frontier Airlines

SEE STORY

Automotive

Bosch Mobility Aftermarket

Agentic AI delivers instant, source-linked answers across 35K products, cutting answer time by 80%

Find answers, not documents withAgentic AI

Robert Bosch LLC is a global leader in automotive and mobility solutions. Its Mobility Aftermarket division serves consumers, workshops, distributors, and internal teams across a vast product portfolio. To make technical product information more accessible, Bosch introduced Bosch Answers, an agentic AI solution that provides instant, source-linked answers across thousands of products without requiring customers to search through documentation or contact support.

99%

Success rate of AI interactions

70%

Complaint reduction

80%

Faster access to answers

Hear from Bosch firsthand

The challenge

Bosch Mobility Aftermarket's dense North American portfolio of 35,000 products serves diverse user groups with varying levels of technical questions. Customers had to dig through thousands of static documents, including highly technical PDFs and product pages when searching for information and 1000’s of questions were fielded by customer support teams every day.

The search for warranty rules, product specs, installation instructions or compatibility information had customers navigating fragmented resources for hours. Alternatively, they could contact support teams. Since not all service staff was capable of covering the full product range, requests required frequent escalation to specialists, increasing resolution time significantly.

An important aim for this project was to support multiple user groups – customers, workshops, distributors and internal teams – in finding information and to do so in different languages. The challenge was to make a complex, highly technical catalog of product knowledge easily accessible and digestible to all, while reducing strain on service teams and without increasing operational costs.

The solution

Bosch Mobility implemented Bosch Answers, an agentic AI solution designed to provide precise and source-linked answers covering the entire product portfolio.

When customers ask open-ended questions, the system retrieves relevant information from thousands of documents and dynamically decides how to structure the response based on user intent, instead of relying on predetermined flows.

Instead of producing unintelligible and technical responses, the AI responds in natural language that can guide users through follow-up questions, refine queries and expand on topics, guiding them toward useful outcomes. This creates natural, multi-step conversations instead of one-off responses and provides relevant, structured answers instantly.

The Impact

With agentic AI, Bosch Answers has become a scalable and reliable support channel, reducing dependency on traditional service channels and delivering measurable impact. In three months alone, the solution generated $24,000 in cost savings by drastically reducing support volume.

Customer experience improved significantly, with a 70% reduction in common complaints and an 80% decrease in time spent finding answers. Users now engage in multi-step dialogues averaging over 8 messages per session, which is a clear indicator of trust and sustained interaction.

The solution also reduces the need for support calls, as customers can find and understand information independently. Agentic AI delivers information accurately, always linked to original sources. This ensures transparency and sustains trust.

With a 99% success rate of AI interactions, Bosch Mobility Aftermarket has proven how highly technical product info and specialized knowledge can be delivered end to end by an AI agent.

Time saved

High accuracy

SEE STORY

Automotive

Skoda Auto

Škoda Auto cut support costs 25% with Cognigy.AI, scaling multilingual AI Agents across 19 countries

SEE STORY

FMCG & Retail

Henkel

25 AI Agents Handle 5M+ conversations a year - elevating the overall brand loyalty

Henkel fast tracks customer loyalty

Henkel automates consumer interactions using Cognigy’s conversational AI platform to enhance consumer relations and strengthen brand loyalty.

The project is a real success for us. First: we help our beloved consumers. Second: we build a direct relationship with them. Third: we see a positive brand experience.

Christian Hohmann

Head of New Technologies@Henkel

Being instantly available for its consumers is what makes a good brand a great one. Discover Henkel's journey.

About Henkel AG

Henkel operates worldwide with leading innovations, brands & technologies in three business areas: Adhesive Technologies, Beauty Care, Laundry & Home Care.

Fast Facts

Founded in 1876

53,000+ Employees

19.3B EUR Revenue (2020)

Operating in 80 countries

Renowned brands: Persil, Schwarzkopf, Loctite

Headquarter: Duesseldorf, Germany

Cognigy Use Case

24/7 available virtual agent for stain treatment for end consumers.

Results

Increased brand loyalty

Insights into customer’s behavior

Enhanced customer experience

The challenge

The world over FMCG manufacturers wants to encourage and develop customer loyalty, which has a direct correlation with continuing growth. Therefore, understanding how consumers engage with a brand and being able to spot trends is essential to keeping ahead of the competition. Henkel found that stains are the common enemy in everyone's life. They happen out of the blue and help is instantly needed to treat them correctly.

Henkel realized that its consumers started to search for stain treatments online in moments of panic and thus were exposed to uncountable results with little chance to find the correct answer right away. They embraced the challenge to help everyone live a life in which a smear of melted chocolate on a white shirt will not be a big deal anymore.

The solution

The goal was to provide the most convenient way to help customers on the spot.By deploying Cognigy’s conversational AI platform, Henkel can interact with its consumers easily, precisely when they need help, on any device, at any time, in natural language.Christian points out, "I think that is a true realization of our Laundry & Home Care’s claim: “Together creating clean living.”

The impact

The bot can safely identify more than 2,500 variations of substances, fabrics, and surfaces and calculate the exact best treatment for each situation and give the right answer. The brand awareness and stickiness have increased substantially, and Henkel achieved one more milestone with regards to its "cleaner living"- mission.

Increase in Brand Awareness

Great Customer Experience

Automation - 24/7 instant help

"With Cognigy.AI, we’ve chosen a platform that delivers just that: A tool that is flexible enough to cover a lot of different use cases but at the same time provides a common framework for global scaling and governance."

Christian HohmannHead of New Technologies @Henkel AG

SEE STORY

Healthcare

BAYER

Bayer's AI Agent is integrated into Microsoft Teams, delivering instant and accurate answers in 9 languages to employees

Bayer’s AI Agent Sets New Standards inEmployee 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.

8

Languages

19,000

Unique users (2 months)

80%+

Satisfaction Rate

Watch Now: How DSO Go 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 8 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.

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 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.

Key Features of DSO Go:

• Omni-channel Access: Available on Microsoft Teams, web chat (desktop and mobile), and SharePoint.
• Multi-language Support: Integrated with Bayer's translation services to handle over 9 languages.
• User-friendly Interface: Provides video playback, document links, and email sharing options directly within the chat interface.
• Dynamic Response Generation: Utilizes Generative AI to provide accurate and contextually relevant answers.

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

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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Transportation

BVG

AI Agents on phone and chat assist millions of passengers at Germany’s largest municipal public transportation provider

Cognigy.AI is Transforming Urban Mobility

As Germany’s largest municipal public transportation company, BVG transports millions of passengers through the capital, Berlin, every day. The increasing complexity of urban mobility, coupled with high customer expectations for digital services, created new opportunities for BVG.

The strategy: A secure, innovative, multi-tiered deployment of AI Agents across phone, app, and chat channels.

BVG

80 %

Voice AI Automation rate for route planning

GenAI

Integration for natural phone conversations

The Challenge

The increasing number of customer inquiries, many of them repetitive and easy to answer, led to a high workload in customer service. Back office teams and sales points reached the limits of their capacity. At the same time, expectations for fast and round-the-clock availability continued to grow.

In particular, for questions about route planning, travel times, or ticket information, BVG needed a scalable solution to improve both efficiency and service quality. The challenge was to shape this digital transformation in a way that would be understandable, accessible, and reliable for all users.

The Solution

BVG's goal is to significantly enhance service quality through the implementation of GDPR-compliant AI Agents in customer service. These are now available via phone and chat.

Voice AI with LLM

WebChat & App

Voice Agent for On-the-Fly Route Planning

As part of its digital customer communication strategy, a voice-based AI Agent for route planning was introduced. Passengers can call a dedicated number from any location to plan their journey by requesting travel information through a natural dialogue with the AI.

The BVG Voice AI Agent understands natural language and provides precise answers in real time. Users can ask freely phrased questions such as:

“What’s the fastest way to get to Warschauer Straße?”

“When is the next subway to Alexanderplatz?”

“I want to go from Berlin Mitte to Berlin Zoo right now.”

If there are further questions, callers can also be directly connected to customer service staff, ensuring a seamless experience with no wait times.

Chat Agents for Digital Self-Service

BVG has developed a multilingual AI Agent as a chat solution for its website and ticketing app, covering a wide range of customer inquiries around the clock. The topics range from simple FAQs to more complex issues, which are systematically captured through structured digital forms and forwarded to customer service representatives for further processing.

The Chat Agent is already widely accepted by users as a full-fledged alternative to personal customer interaction. Passenger trust in digital communication has noticeably increased, resulting in less demand for in-person support. The AI Agent ensures BVG’s availability 24/7.

The Impact

The introduction of Cognigy.AI at BVG has already delivered clear results.

Call centers, back offices, and sales points have been noticeably relieved, allowing staff to focus more on complex inquiries that require human expertise. At the same time, automation rates are rising without compromising the high quality of responses. For customers, this means significantly faster, more flexible, and location-independent handling of their inquiries, which positively impacts overall satisfaction.

Internally, the project is regarded as a best practice and is considered a benchmark for the use of AI Agents in public transportation at BVG.

Looking ahead, AI Agents will go beyond providing route information or answering questions.

They will also sell tickets, handle lost-and-found requests, assist with navigation during large events, and guide tourists through Berlin.

With Cognigy’s Agentic AI Platform, communication with BVG is becoming more intuitive, faster, and more comprehensive, providing user-friendly service to millions of passengers.

Omnichannel Solutions

High Loyalty

AI-supported Contact Center

Afshin Zamani

Partner Manager @ BVG

With Cognigy.AI we have fundamentally modernized our customer service, as our customers receive reliable information instantly via voice input. The AI service is quick, efficient, and without waiting times. The high level of automation saves valuable internal resources and significantly drives our digital service initiative forward.

SEE STORY

Technology & IT Services

DATEV

AI Agent achieves over 99.9% success rate in phone authentification with 1.5 million calls processed annually

AI Agent achievesover 99.9%success rate in Phone Authentication

DATEV is one of Germany’s leading IT service providers for tax advisors, auditors, and lawyers. With over 1.5 million complex support calls annually, the company sought a solution that could both reduce pressure on service teams and elevate the user experience through intelligent voice automation.

1.5M+

Calls processed annually

99.9%+

AI success in authentication

AHT

Reduced for routine inquiries

The Challenge

DATEV's support environment is defined by technical depth and a broad range of user personas. From non-technical business users to legal experts, the spectrum of inquiries demanded a solution that could:

• Handle a massive volume of support calls with accuracy and efficiency.

• Understand and guide a diverse user base in a natural, human-like dialogue.

• Maintain top-tier data protection standards, essential in handling sensitive information for tax professionals.

• Minimize follow-up questions while maintaining thorough diagnostics.

• Seamlessly transfer calls to customer service representatives, without losing context or data.

The Solution

DATEV developed a Voice AI Agent designed to serve as the front line of its hotline infrastructure. The assistant acts as a smart filter and problem solver:

• Situation Analysis & Needs Assessment

The AI Agent listens closely to customer queries, using large language models (LLMs) to interpret and evaluate the completeness of information. It asks intelligent follow-ups when necessary and identifies routing needs.

• Authentication Excellence

A flexible, guided authentication process ensures near-100% accuracy – even when users are unsure, change input mid-sentence, or provide vague responses.

• Real-Time Resolution

The Voice AI dynamically integrates backend data and uses Cognigy Knowledge AI to deliver immediate, step-by-step solutions. Complex or unresolved cases are seamlessly handed over to CSRs with full interaction history and solution suggestions.

The Impact

The implementation of DATEV’s Voice AI Solution led to significant improvements across their customer service operations. Routine inquiries are now handled automatically, reducing the burden on support teams and allowing them to focus on more complex cases. This has resulted in greater efficiency and a noticeable improvement in response times. The authentication process achieved near-perfect accuracy, even with inconsistent or uncertain user input, contributing to a smooth and reliable user experience.

Thanks to natural language dialogue and real-time integration of contextual data, the assistant delivers precise answers and seamlessly escalates unresolved cases to the contact center team with full interaction history. The entire system is designed for scalability, with real-time monitoring and rapid iteration ensuring it continues to evolve.

Intelligent Routing

LLM-powered

Knowledge AI

"With Cognigy, we redefined our phone-based customer service. We designed an AI Voice Agent that listens attentively, asks intelligent follow-up questions, and adapts to each caller. It delivers immediate solutions using real-time data and resolves many issues instantly.”

Markus Wolf

Conversational AI & User Experience @DATEV

SEE STORY

Manufacturing

BOSCH

Bosch augments the human workforce with over 90 AI Agents

Bosch Augments theHuman Workforce with AI

Agent Copilot at Bosch

Watch the demo to see how Bosch Power Tools leverages Agent Copilot to support its agent workforce

Play

Frizz, Bosch's AI ambassador

Frizz's impact earned Bosch the Most Unique Use Case award at the Cognigy Awards 202

The Masterbot-Concept

Discover how Bosch Rexroth empowers its global business units to create personalized AI Agent experiences.

About Robert Bosch

Bosch is a multinational engineering and technology company. Its core operating areas are spread across four business sectors: mobility, consumer goods, industrial technology, energy, and building technology

Use Case

Cognigy.AI as strategic platform to build AI Agents for internal customers, employees, and clients across the entire cooperation

Results

Accelerated automation

Future-proof workforce

Massive cost-savings

The Challenge

Bosch recognizes the potential of an AI Orchestration Platform and the substantial need to invest in AI Agents for streamlining daily tasks.

As a result, they aimed to implement a solution that seamlessly integrates into their existing infrastructure while empowering business units and departments to develop AI Agents at scale.

Although they experimented with early pilots using point solutions across various regions, none offered the centralized, scalable enterprise solution they were seeking.

The Solution

Bosch adopted Cognigy.AI globally, forming a multitalented team that operates across worldwide time zones.

Titled 'The Bosch Chatbot Suite,' their dynamic solution engages internal customers by providing training and access to the platform, while also developing AI Agents for their day-to-day operations.

Bosch Power Tools

Cognigy Agent Copilot

Bosch Power Tools has integrated Cognigy's Agent Copilot into their contact center to assist human agents in their daily tasks.

The AI Agent listens in on calls, retrieves relevant knowledge, provides agents with next-best-action suggestions, performs sentiment analysis on the caller, transcribes conversations, and finally wraps everything up and saves it in the backend system.

This solution was among the top five Most Innovative Use Cases out of 120 submissions presented at the BOSCH GenAI Championship in 2024.

AI for 400k Employees

Human Ressources AI Agent

Bosch has introduced ROB, an HR AI Agent designed to simplify and personalize HR support for employees worldwide. ROB helps with tasks like updating bank account details, accessing career development information, or learning about company policies.

Multilingual and intuitive, ROB retains context during conversations and adjusts responses based on the user's tone of voice.

Accessible via platforms like Microsoft Teams, ROB has been rolled out in 25 countries, supporting all Bosch regions. Powered by GPT and built on Cognigy.AI, ROB continuously improves through employee interactions, enhancing the HR experience across Bosch globally.

The Impact

Adopting the Cognigy.AI platform, Bosch has constructed a powerful foundation that massively accelerates automation and capitalizes the benefits of Conversational AI and Generative AI within the enterprise. Cognigy.AI is deeply rooted in the company’s operational processes and proves successful across over 90 different use cases. Harnessing the dynamic prowess of Cognigy, Bosch has elevated its standards for the future workforce.

Augmented Workforce

Center of Excellence

90+ AI Agents

“Cognigy.AI is by far the best solution on the market for a multinational enterprise like we are. Our goal is to free up the time of our employees to think and work more strategically. AI Agents are taking over a lot of administrative processes, all the things that are not the most desirable aspects of work. The intention is never replacing humans, but rather to make their lives easier with AI Agents.”

Bosch

SEE STORY

Utilities

E.ON Grid Solutions

AI Agent on WhatsApp for meter readings boosts customer satisfaction and achieves 90% automation with full backend integration.

WhatsAppAI Agent for meter readings

E.ON is one of Europe’s largest energy providers, serving millions of customers across electricity and gas networks. Within its operations, E.ON Grid Solutions (EGS) is responsible for managing customer-facing service processes such as meter reading, requiring scalable, accurate, and efficient data collection at high volume. EGS enables customers to submit meter readings via WhatsApp through a fully automated process.

Agentic AI

90%

End-to-End automation

4.8/5

Customer rating

Hear from E.ON firsthand

The challenge

Meter reading submission relied on traditional processes requiring manual input, form navigation, or backend-driven workflows not designed for conversational interaction. This created friction and limited completion rates in a high-volume process.

At the same time, the process had to meet strict requirements around security, reliability, and compliance. Existing systems were not designed for modern messaging channels, making it difficult to combine ease of use with enterprise-grade standards.

The challenge was to create a simple, high-adoption customer journey while ensuring secure and stable integration into existing systems.

The solution

EGS implemented an AI Agent on WhatsApp, enabling customers to submit meter readings through a simple, guided conversational flow.

Customers receive a notification, scan a QR code, and enter a WhatsApp conversation where they are guided step by step through the submission process. The interaction includes a structured authentication flow before readings are captured, validated, and securely transmitted to backend systems.

The solution ensures secure communication, reliable processing, and a natural conversational experience, while running fully end-to-end without manual intervention. By removing the need for apps, forms, or waiting times, the process is designed for high completion rates in a high-volume environment.

The impact

Within the first nine weeks, over 90,000 customers initiated the process and 85% completed their meter reading submission. 65,000 were successfully authenticated, demonstrating strong adoption of the new channel.

Customer satisfaction reached 4.8 out of 5, confirming high acceptance. Drop-off rates decreased compared to traditional processes, indicating improved completion behavior across the journey.

Operationally, the fully automated flow reduces manual processing effort and increases efficiency at scale. High adoption and completion rates show that customers actively prefer the new channel, establishing WhatsApp as a viable entry point for further service use cases.

End-to-end automated submission

Guided, error-free data capture

No apps or forms required

Antje Röstel

IT Project Manager CAI Solutions @ E.ON Digital Technology

"The biggest risk is not doing it at all. Go for it!

SEE STORY

Logistics

DHL

DHL handles around 30 million customer service inquiries annually and is optimizing its operations with Voice AI for its contact center

DHL, Cognigy, and Telekom MMS deliver powerful insights into the future of Contact Center AI, showing how it's not just improving but revolutionizing customer service. DHL, managing over 15 billion letters and parcels annually, deals with around 30 million customer service inquiries each year. Maintaining exceptional service quality at this scale is a significant challenge, but with the implementation of the AI Agent, Paula, DHL is effectively enhancing its customer service operations.

SEE STORY

Utilities

Essent

Essent saves €2M annually with Cognigy Agent Copilot and offers Voice AI for autmated meter readings

Complete AI CoverageVoice, Chat, and Agent Copilot

Essent is the largest energy company in the Netherlands, serving 2.5 million customers through two brands: Essent and Energiedirect. Known for delivering reliable electricity, gas, and sustainable energy solutions, Essent is deeply committed to innovation, customer satisfaction, and accelerating the energy transition.

2M

EUR Annual Savings with Agent Copilot

55%

End-to-End automation on Chat

AI First

All incoming chat conversations are handled by AI first

By combining Agent Assist, Chat, and Voice AI, we’ve created a seamless, scalable support ecosystem. We’ve improved customer satisfaction, empowered our customer service team with real-time knowledge, and automated around 55% of live chat conversations. Saving millions of euros annually. It’s a true step forward in the way we deliver energy services.”

Nina Kiemeneij

Product Owner Conversational AI

The Challenge

Operating in a dynamic energy market, Essent handles around 3 million voice calls and 900,000 chats annually. Customers increasingly expect quick, digital-first experiences, especially with the rise of energy transition needs, economic pressures, and government interventions. Internally, teams had to manage an evolving landscape of high inquiry volumes across digital and live channels, creating complexity in routing, response, and knowledge delivery.

A core challenge was efficiently managing a large and frequently updated knowledge base across multiple customer contact teams. One major friction point: customer service representatives often relied on a helpdesk of just seven senior staff to find the right information, causing up to 3-minute delays per interaction.

At the same time, Essent needed to ensure consistent quality and personalization across its growing digital touchpoints, including web, phone, chat, and app.

The Solution

Today, Essent has launched a comprehensive AI strategy designed to enhance both customer service support and empower customers with self-service options. This dual approach leverages advanced technologies to boost efficiency, improve customer experience, and streamline internal operations.

• Cognigy Agent Copilot: Integrated within Microsoft Teams and trained on over 1,100 articles, this AI tool provides real-time assistance to customer service representatives.

• AI Voice Agent for Meter Readings: Automatically collects customer meter readings via phone, four times a year.

• Intelligent Routing: Directs incoming customer requests to the most suitable team among 17 mission-based teams.

• Automatic Summarization & Logging: Live chat conversations are instantly summarized and recorded in CRM systems.

The Impact

The Agent Copilot tool has transformed internal service by automating 85% of previously helpdesk-handled queries, saving €2 million annually.

The Voice AI for meter reading collection engaged 22,000 customers during a single two-week window, achieving a 22% success rate and contributing to €240,000 in annual savings.

Chat summarization and CRM logging increased agent productivity from 4.2 to 4.7 chats per hour, allowing CSRs to focus on high-quality conversations and reducing administrative workload.

Intelligent routing enables efficient distribution of over 500,000 chats and 3 million calls per year across 17 dedicated teams, ensuring personalized support and faster resolutions.

Across the Conversational AI landscape, Essent has now fully automated 55% of its incoming chat conversations and, through the combined impact of chat, voice, and the Cognigy Agent Copilot, is achieving overall savings of millions of euros

Chat & Voice AI

MS Teams Integration

Knowledge AI

SEE STORY

Insurance

ARAG Italy

ARAG Italy uses agentic AI combined with NiCE Cognigy xApps to capture document-based data during phone calls.

ARAG Italy processes legal protection claims where policy details and identifiers vary with each case, requiring accurate data collection directly from customers at the outset. This created a critical dependency on capturing complete and reliable information during the initial interaction. To address this, ARAG Italy introduced a transactional customer experience that combines voice interaction with guided, real-time data capture, enabling customers to securely submit their policy number by taking a photo during the call.

The challenge

Every claim required ARAG Italy to collect detailed policy data such as names, addresses, tax codes, and policy numbers directly over the phone. This information is long and highly error-prone when captured verbally. Even small mistakes led to downstream corrections, delays in claim handling, and additional effort for service teams and customers.

The problem was compounded by ARAG Italy's business model. Policies originate from multiple partner companies, each using different document formats, layouts, and data models. This made standardization nearly impossible and significantly complicated accurate data collection.

A purely voice-based process could not reliably handle this variability. Manual transcription introduced errors, extended handling times, and created friction in what should be a straightforward claim initiation process. ARAG Italy needed a way to capture structured data accurately without interrupting the conversation or forcing customers into separate digital journeys.

The solution

ARAG Italy introduced agentic AI and NiCE Cognigy xApps, enabling document-based data capture within an ongoing voice conversation. During the call, customers receive a secure link via SMS, allowing them to upload a photo of their policy document without leaving the interaction context.

Once uploaded, OCR and AI Document Intelligence automatically extract all relevant policy and customer data, regardless of document format or partner-specific layout. The extracted data is immediately fed back into the active process by the agent and transferred to the claims management system.

This approach removes the need for manual transcription entirely. Customers remain within a single guided interaction, while service teams no longer need to capture or verify complex data fields manually. The process works consistently across all partner policies, independent of format or structure.

The new process eliminates one of the most error-prone steps in claim handling: collecting structured policy data via voice. By shifting data capture to document-based extraction, ARAG Italy significantly improves accuracy while reducing handling time and operational effort.

Claims can now be initiated directly with complete and validated data, removing the need for follow-up corrections and accelerating the overall process. At the same time, the interaction becomes simpler for customers, who no longer need to read out complex information or switch channels.

The solution also scales with ARAG Italy's partner ecosystem. As new policy formats are introduced, the system continues to process them without additional configuration, ensuring long-term robustness in a highly variable environment.

“Instead of asking customers to read out complex policy details, we now capture everything directly from the document in one step. That removes errors and makes the process much easier for everyone.”

Vice President Operations and Process Innovation Manager @ ARAG Italy

Sascha Schulz

SEE STORY

Healthcare

Personify Health

Personify Health's AI Agent achieves a 20x higher Containment Rate within one month after going live

20x Containment Increasewith Cognigy.AI

Personify Health is a leading digital health company committed to enhancing individual wellbeing and organizational performance through personalized, data-driven solutions. To transform member support, the Member Services team introduced a fully trained AI Agent. As a foundational step, they prioritized seamless integration with Zendesk LiveChat, exceptional user experience design, and multi-platform deployment. Within just one month of launch, the initiative delivered remarkable results, marking a significant shift in how member support is delivered.

40%

Containment Rate

97%

Intent Score

Zendesk

Integration

Enterprise Presentation

Personify Health, formerly Virgin Pulse, takes you through their success journey.

The Challenge

Personify Health's Member Services team is globally active and present on three support channels – email, phone, and chat. To back up their General FAQ, they relied on a keyword-recognition bot to provide customers with answers to common or individual questions. They reached a containment rate of 3% and aimed to improve this with a fully trained AI Agent meeting the following key requirements:

1. Integration with Zendesk LiveChat: AI Agent needed to be integrated with Zendesk LiveChat to provide all necessary information directly within the chat service – avoiding the use of third-party links to external pages.

2. Excellent User Experience: The AI Agent needed to be designed for an intuitive and seamless experience, ensuring easy navigation and engaging dialogues.

3. Multi-Site Deployment: The AI Agent needed to be deployed across four key service points – the member page, login page, enrollment page, and the Zendesk Help Center – consistently delivering the same features and capabilities.

“Cognigy's cutting-edge technology has transformed our customer support, achieving an impressive 40% containment rate within a single month.”

Ivana Suljetovic

Director Member Services at Personify Health

The Solution

Personify Health deployed a fully automated AI Agent capable of accurately identifying member intents and delivering responses based on content from their Zendesk Help Center.

To streamline operations and reduce manual upkeep, Personify Health designed a maintenance-free process powered by automated pipelines. These pipelines automatically retrieve, convert, and upload updated Zendesk articles, ensuring the AI Agent remains current and reliable.

Covering 29 distinct topic areas, the AI Agent consistently achieved a remarkable average model accuracy of 97%.

Beyond answering questions, the AI also supports ticket creation and smooth handoff to member support. Behind the scenes, the system is engineered for effortless updates and scalability, prioritizing ease of use and low maintenance.

To accelerate and optimize training, Personify Health leveraged the capabilities of large language models (LLMs), specifically GPT-4, ensuring rapid deployment and high performance.

The Impact

In just over a month, the Cognigy.AI solution implemented by Personify Health achieved a containment rate of approximately 40%, an increase of more than tenfold compared to the previous solution, marking a significant milestone in enhancing member support. This improvement directly contributes to more effective assistance from Member Services agents and a more efficient experience for members.

The AI Agent also saw a substantial rise in usage, with user sessions more than doubling from 12,000 to 30,000, underscoring its growing popularity and added value. Feedback from both internal stakeholders and members reflects a high level of satisfaction with the AI Agent’s performance.

As this represents the initial version of the AI Agent, Personify Health is planning future phases and expansions, including support across new channels such as phone, to further strengthen its member support services.

Ticket-Self-Service

UX Enhancement

Zendesk-Integration

Antonio Dujmovic

Manager Engineering

Cognigy.AI is integral to maintaining our exceptional service across all channels, making it a critical part of our infrastructure.

SEE STORY

Utilities

E.ON

E.ON reaches 70% automation with AI Agents on chat and phone for 50M+ customers

E.ON provides best-in-class service with Cognigy.AI

Cognigy.AI enables E.ON to scale their customer service to ensure they can be where their customers are, whenever they need them; any time, any place. E.ON offers its AI-powered services over phone and chat.

Key Highlights

70%

Automation

100K

Bot Conversations per month (2021/2022)

30+

Bots Live (Chat & Voice)

Through Cognigy.AI, we can reduce the workload of our customer service departments and reduce our cost at the same time.

About E.ON

E.ON is one of the largest and most well-known energy networks and infrastructure operators in Europe.

Fast Facts

75,000 Employees

50M+ Customers

Represented in 15 countries across Europe

Headquartered in Germany

Cognigy Use Case

30+ conversational AI solutions, voicebots and assistants (e.g., Google Home/Alexa) as well as chatbots (e.g., WhatsApp, Facebook Messenger)

Results

Decreased workload for customer service representatives

Increased customer satisfaction

Massive reduction of operational costs

The Challenge

With around 2,200 employees, E.ON Digital Technology (EDT) is the task force for digital innovation. They aim to support E.ON's international business activities and focus on innovative customer solutions and products.

Their mission is to bridge the gap between IT, business automation, and marketing. To bridge this gap, they implement future-oriented digital channels and services (e.g. messaging, voice and chatbots, virtual assistants) with subsequent scaling that includes a multi-national roll-out.

For this purpose, a strong platform with all necessary functions needs to be chosen to fit into E.ON’s IT architecture and deliver enterprise solutions.

One key factor for EDT was to find a scalable solution where they can build and deploy voicebots just as easily as they can chatbots across the entire organization.

The Solution

“Our motto is to use conversational AI to automate repetitive tasks so our agents are free to use their time to make a more valuable difference”, says Nikolai Berenbrock. “Cognigy.AI was chosen as a solution, because of its high modularity and custom integration capabilities it has with any NLU system, conversational designer, and developer”.

Another key factor was the intuitiveness of the UI. The bot-creators can visualize conversations, which is especially convenient for non-technical users. The possibility to use Cognigy.AI to orchestrate all bots and channels (chat, voice, and phone) with one solution gives E.ON the potential for high scaling and growth.

The mature voice features within Cognigy.AI support various use cases to build the foundation for future customer service automation.

Stefania-Catalina Baincescu

Technical Lead Conversational Experiences @E.ON

Cognigy.AI gives us the flexibility to go easily from a rough idea to an actual product. I also really like the platform's modular design, all kinds of modules can easily be plugged in for the integration to continue.

Before using the Cognigy.AI platform, creating a chatbot relied mainly on developers, who had to build up the logic and ensure the integrations with external services.

With Cognigy.AI our developers break new ground and focus on cool stuff, like implementing first of its kind bot-to-bot integrations, live chat integrations, and further innovative developments of voice bots.

The Impact

Currently, E.ON has a portfolio of more than 30+ conversational AI solutions, serving their customers and employees and covering around 70% of their demand. An important result of the multi-channel-bot-orchestration with Cognigy.AI is that it allows E.ON to collect large amounts of data. This data shows feedback and pain points from customers across all channels. E.ON can use these insights to continuously improve the customer service experience. The possibility of serving customers wherever they are, 24/7, has massively reduced the workload on service centers and reduced operational costs whilst offering a better service.

2022 the E.ON Group won CogX Best Innovation Award in the category Consumer Chatbot for their chatbot Robin. This award recognizes the company using the best chatbots to enhance customer experience. Essent, a subsidiary of E.ON, created Robin with Cognigy.AI a chat and voicebot that serves customers on four channels: on the public websites, on self-service customer portals & Apps, and as voicebot via telephone.

30+ Conversational AI Solutions

100K Conversations per Month

2022 CogX Awards Winner

Human-Agent-Hand-Over

“Cognigy.AI is a powerful low-code conversational AI platform with an industry-leading flow builder and high modularity to fit enterprise needs. This allows us to get our business units involved and collaboratively design customer and future-orientated AI solutions.”

Nikolai Berenbrock

Head of Conversational Experiences @E.ON

SEE STORY

Healthcare

VGM Group

Proactive AI automates care coordination journeys, delivering 30% productivity gains and a 9/10 patient satisfaction score

Proactive patient communication with

AI Agents

VGM Group plays a vital role in healthcare by supporting patients with essential services. Through its Homelink division, VGM ensures patients have access to transportation for medical appointments, provides critical medical equipment and supplies, and helps coordinate and remind patients about their care schedules. In order to streamline patient communication, VGM launched proactive AI agents.

$1.5M

OPEX Savings

9 out of 10

customer satisfaction score

30 Coordinators

reassigned to revenue generating value-add tasks

The challenge

VGM manages an array of different services which are operationally challenging and high-frequency. Since patient transportantion, appointment reminders, etc. are time-sensitive and require reliable communication, the challenge was to make sure patient receive the right info at the right moment, all while reducing strain on customer service teams.

Historically, these interactions were handled by teams manually, they were dependent on human coordination for both routine and critical tasks. VGM set themselves the goal of designing and launching AI agents that proactively communicate with patients and free up time for support specialist to focus on other areas.

VGM Group Story new

The solution

VGM implemented a network of proactive AI Agents that independently manage patient communication journeys across the entire Homelink division. These agents now proactively contact patients with appointment reminders, transportation coordination details, care-related updates, and other important information throughout the care journey.

Orchestrating these proactive workflows required some of the most complex configurations VGM had implemented to date. The rollout depended on new orchestration approaches and out-of-the-box solutions that had never previously been used within the organization. Deep research, rigorous testing, and cross-team collaboration were essential to ensure the journeys worked reliably at scale from day one.

The solution was specifically designed to maximize support for service teams by offloading routine coordination and communication tasks, allowing coordinators to focus their attention on more critical patient needs and operational priorities.

The impact

Every proactive journey was successfully rolled out and results were achieved significantly faster than expected. After launching all journeys in one quarter, the solution reached its operational target within 4 months — months ahead of schedule.

The rollout delivered measurable operational and financial impact, generating $1.5M in operational expense savings while significantly reducing the routine coordination work handled manually by service teams. Turnaround times dropped by an average of one full day, and teams were able to output seven more orders per week per person. Employee productivity increased by 30% per hour — results that were achieved on the beta version alone. Customer satisfaction reached a score of 9 out of 10, reflecting the improved experience for both patients and providers.

As a result, 30 support team members were able to shift their focus to other operational priorities through reassignment and natural attrition — not layoffs — enabled by the efficiencies created through proactive AI communication journeys.

30 coordinators shifted to revenue-generating tasks

Operational targets hit months ahead of schedule

1 day faster turnaround time, every order

SEE STORY

Utilities & Environmental Services

AEGEA

The AI Agent on WhatsApp achieves over 1.1 million monthly conversations and an 87% retention rate

AI Agent on WhatsAppPeaking at 1.1 Million Conversations per Month

AEGEA, a leading private sanitation company in Brazil, is dedicated to improving the health and quality of life for over 31 million Brazilians across more than 500 cities in 15 states. AEGEA recognized the need to enhance customer interactions and streamline service delivery, leading them to integrate Cognigy.AI into their customer service operations via WhatsApp.

87%

WhatsApp AI Retention Rate

1.1M

AI Conversations per Month

80%

Reduction in CSR Escalations

AEGEA faced several challenges in its customer service operations, particularly as the company expanded. With a growing number of customers and an increasing volume of inquiries, AEGEA's customer service team needed a solution that could:

• Reduce reliance on customer service representatives by automating first-level support.
• Increase customer satisfaction by offering faster and more efficient service.
• Integrate seamlessly with existing systems, including Zendesk, CRM, Billing, GIS Software, and more.
• Provide self-service options to empower customers and reduce friction in their service journey.

The company was focused on minimizing the workload of support staff while ensuring high-quality service and preparing for future growth through acquisitions. AEGEA needed a solution that could manage and route customer queries effectively while providing accurate responses to a wide range of issues such as water supply inquiries, bill requests, and leak reports.

AEGEA partnered with GBPA to implement a modular approach to design and deploy AI Agents powered by Cognigy. The solution was integrated into AEGEA’s existing systems and provided a seamless customer experience across multiple touchpoints, especially through WhatsApp.

The core capabilities of the AI Agent include:

• Smart Routing: Directing inquiries to the right customter service representative
• Proactive Engagement: Offering relevant information such as water supply status or payment reminders.
• Self-Service: Enabling customers to resolve common issues like bill payments, reconnections, and service outages without the need for human intervention.
• Human Escalation: Seamlessly handing over complex queries to customer services representatives when needed.

These features allowed AEGEA to not only enhance the customer experience but also significantly reduce the reliance on customer service representatives, freeing them up to focus on more complex tasks.

The implementation of Cognigy's AI Agent on WhatsApp led to significant improvements in both customer satisfaction and operational efficiency. During peak months, the number of conversations via WhatsApp grew to over 1,100,000, showcasing the increased engagement with the self-service solution. This shift resulted in an 87% retention rate for WhatsApp contact, reducing the volume of traditional voice-based inquiries. The AI solution effectively managed high-demand scenarios, such as water shortages and service disruptions, ensuring that customers received timely and accurate information. As a result, AEGEA’s customers enjoyed faster resolutions to common issues, leading to higher satisfaction levels and a more seamless service experience.

WhatsApp Integration

Zendesk Integration

Building on Success

AEGEA leveraged the flexibility and scalability of Cognigy to maximize its potential in accelerating aid distribution during a humanitarian crisis.

AI Agent deployed in 6 Hours

In spring 2024, catastrophic floods in the Valleys Region of Rio Grande do Sul, Brazil, severely disrupted the area’s infrastructure, including the customer service facilities.

AEGEA’s subsidiary, Corsan, was particularly affected, as many residents needed immediate access to their water bills, to prove residency, and apply for government aid.

In just six hours, AEGEA, in partnership with GBPA, deployed a temporary Cognigy AI Agent on WhatsApp.

Government Aid could be accessed faster

The Chat Agent enabled affected residents to access the critical documents, allowing them to qualify for the government aid.

Over 130,000 water bills were successfully retrieved over AI, enabling fast delivery of aid packages.

Furthermore, the AI Agent managed over 540,000 interactions, providing continuous service despite the sevice center not being able to operate at all.

With Cognigy.AI we were able to deploy a Chatbot to assist users in Rio Grande do Sul in just six hours.

Jean de Oliveira

SEE STORY

Utilities

Helen

Helen deploys agentic AI with 50+ agents as the new front door to customer service across multiple channels in just 12 months.

Agentic AI as the front door to customer service

Helen, one of Finland’s leading energy companies, is transforming customer service with a bold, agentic AI first approach. By building a scalable network of AI agents from scratch, Helen is redefining how customers interact in digital channels, making AI the primary entry point for written customer service.

50+

Agents deployed across channels within 12 months

4.6/5

Customer Effort Score for relocation

3 days

To deploy a new agent

The challenge

Helen faced growing pressure to provide instant, always-available customer service for a wide range of energy-related topics: contracts, billing, relocation, grid services and more... Customers often reached out outside service hours or struggled to find the right digital path, leading to unnecessary contacts and repeated questions.

To fix this, Helen had to start completely from scratch. There was no existing AI knowledge base, no conversational structure, and no previous chatbot to build on. Every use case had to be defined from the ground up but instead of introducing isolated solutions, Helen built a single, scalable agentic AI foundation.

The challenge was to handle all written customer interactions while improving the experience and reducing effort for both customers and service teams - in a way that could scale across business units and use cases.

Katja Makela

“Starting from scratch gave us the opportunity to design an AI-first experience, where digital service begins with AI, not as an add-on.”

Helen implemented a fully NiCE agentic AI orchestration architecture, replacing traditional chatbot and NLU approaches. A growing network of 50+ AI agents is deployed across Helen’s app, customer portal and website.

All agents operate within their specific context but are connected through a shared network and are centrally coordinated. This ensures consistent routing, context handling, and a unified customer experience across channels. Some of the specialized agents at Helen include:

• Customer support agent that answer questions and guide users to the right self-service options
• Service navigation agent that direct customers to the most relevant digital journey or action
• Solution agent that complete end-to-end tasks, such as the relocation agent that moves an energy contract to a new address

The impact

Helen has established a fully agentic AI customer experience within a year, transforming digital interactions across channels. AI agents now act as the central entry point for written customer service, providing consistent guidance, reducing friction, and enabling efficient self-service.

The solution delivers high-quality interactions at scale, with over 80% positive customer feedback and 17% of interactions shifted to AI self-service.

Automation has reduced manual workload across customer-facing and internal processes while accelerating service delivery. Solution agents mark a key advancement, with the relocation agent achieving a CES score of 4.7 and a 100% resolution rate, demonstrating end-to-end process automation.

The agentic AI approach enables rapid scaling, with development cycles reduced to a structured two-week model and new agents deployable within days.

Helen has evolved from a greenfield setup to a multi-agent architecture that enables continuous expansion, and long-term transformation.

Seamless cross-channel experience

80% positive customer feedback

End-to-end task completion

SEE STORY

Travel

Direct Travel

AI Agent has integrations with Salesforce, MS Teams and Slack with high user acceptance

Cognigy.AI Propels Direct Travel to the Forefront of the Industry

As a premier provider of travel management services, Direct Travel is constantly seeking ways to enhance the customer experience. Recognizing the growing trend of individuals preferring to conduct business through messaging apps, Direct Travel made the strategic decision to integrate a virtual assistant into popular platforms like MS Teams and Slack and other enterprise level collaboration platforms.

Key Highlights

Self-Service

Automation

Teams & Slack

Integration

Live-Agent Handover

Darryl Hoover

CTO @Direct Travel

Forrester research suggests that over two-thirds of people offered a self-service option will take advantage of it. We selected Cognigy.AI to bring our vision of abundant self-service automation for our customers to fruition. Cognigy.AI has proven to be the perfect fit for our enterprise needs and has enabled us to deliver a truly exceptional customer experience.

About Direct Travel

Direct Travel is a leading corporate travel management company.

Fast Facts

1,400+ Employees

$5.8+ Billion Revenue

Headquartered in Denver/CO USA

Use Case

Contact Center Integration

A fully automated chat solution for use in MS Teams, Slack and other enterprise collaboration platforms.

Results

Increased Automation

Increased Self-Service

Increased Productivity

The Challenge

As a company with a long history of prioritizing automation, Direct Travel understood the potential for implementing Conversational AI to enhance the customer experience through their traveler journey.

Initially experimenting with Google DialogFlow, they soon realized that they needed a more versatile solution that could be integrated into any channel, including telephony, and their customer relationship management (CRM) system.

The Solution

After careful consideration, Direct Travel chose Cognigy.AI for its advanced integration capabilities, allowing them to quickly and easily implement a virtual agent named Simon, who can be accessed through popular messaging platforms like MS Teams and Slack.

Additionally, by integrating Cognigy.AI into their contact center, Direct Travel is able to provide customers with the option to be transferred to a live agent at any point during their dialogue with Simon, further improving the overall customer experience.

The Impact

The adoption of this innovative technology demonstrates Direct Travel's commitment to staying at the forefront of the industry and meeting the evolving needs of its clients. The implementation of Cognigy.AI has proven to be a significant competitive advantage for Direct Travel. By meeting customers where they are, Cognigy.AI enables Direct Travel to advance their digital transformation strategy, ultimately enhancing the customer experience.

RingCentral Integration

MS Teams & Slack Integration

Salesforce Integration

With Simon, tasks like updating your profile, chatting with a live agent, and retrieving invoices have never been easier. Cognigy.AI’s transformative solution has enabled us to future-proof our digital strategy by delivering enhanced automation, productivity and an improved customer experience.

Darryl Hoover, CTO @Direct Travel

SEE STORY

Retail & eCommerce

Mister Spex

AI Phone Agent reduces call times by 30 Seconds, replaced IVR, verifies callers and achieves routing accuracy of 96%+

Elevating CX in eCommerce:AI Agent Reduces Call Times and Optimizes Parcel Tracking

Mister Spex, Europe's leading digitally-driven omnichannel online optician serving over 7 million customers across 10 countries, has revamped its customer service strategy by integrating an AI Phone Agent with Cognigy.  This transition goes beyond simple operational improvements, representing a significant achievement in customer service by automating a challenging communication channel—phone interactions.

70%

Caller Verification Rate

30

Seconds Saved per Call

WISMO

Where Is My Order-Automation

Rose Schenk, Head of Service Excellence @Mister Spex

Our C-Level executives, agents, and customers alike have embraced the AI Phone Agent solution and acknowledge the positive impact on customer experiences. The results are excellent and achieved in just a 3-month window after Go-Live.

About Mister Spex

Mister Spex is the leading digitally-driven omnichannel online optician in Europe.

7M+ customers

10+ countries

Use Case

Mister Spex's AI Agent:

- Verifies customers over the phone

- Answers fully automated questions around whereabouts of parcels (WISMO)

- Sends out follow-up emails

- Is connected to CRM to retrieve knowledge

- Forwards calls to the right agents, according to customers intent

Results

70% caller verification rate

30 seconds saved per call

Where is My Order-automation

The Challenge

Despite Mister Spex’s robust forecasting model for incoming calls based on historical data, trend analysis, and product-related marketing initiatives, they persistently faced the challenge of unpredictable peak times and agent shortages due to unforeseen factors like sick leave. Consequently, the customer excellence team recognized that managing high call volumes, resulting in extended hold times did not align with their customer-centric approach. The decision to automate the phone channel, aimed at improving customer service efficiency, alleviating agent workload and enhancing customer satisfaction.

The choice to kickstart automation with a Cognigy AI Agent on the phone channel was a carefully considered move. Mister Spex acknowledged that automating an existing channel was more promising than introducing an entirely new form of communication. Additionally, data revealed that a significant portion of incoming calls revolved around simple inquiries, with a third related to "Where is my Order (WISMO)." Mister Spex strategy was to automate routine questions by having an AI Agent welcome every customer calling in.

The Solution

The implementation of an AI Agent trained on common customer inquiries over the phone empowered Mister Spex to replace the entire IVR logic and beyond. The objective was to route customers to the appropriate specialized agent team based on their inquiry and automate the most common questions.

The AI Agent initiates customer verification by asking numeric questions, such as house number and postal code, minimizing errors compared to name or email verification over the phone.

After verification, the AI seamlessly connects to the CRM to retrieve order status. This eliminates the need for human intervention and enables accurate responses to customer inquiries regarding their packages. The AI's capabilities extend to automatically sending out an email with the same information, as well as a tracking number if available, ensuring a seamless follow-up.

The AI Agent therefore efficiently handles WISMO cases and takes over the customer ID&V, intelligently routing other cases to the relevant contact center agent. Thus, reducing the workload on the customer service team and ensuring that customers are directed to the right expert teams. Behind the scenes, Cognigy's AI Agent is seamlessly integrated with Genesys, a call center technology provider, and Microsoft, as CRM solution.

The Impact

Mister Spex’s AI phone automation has yielded significant improvements in customer service operations. Over 70% of verifications are now seamlessly handled by the AI Agent, streamlining the authentication process. The AI Agent autonomously manages more than 50% of WISMO inquiries, providing quick and accurate updates on orders. Agent efficiency has notably improved, saving up to 30 seconds on every call, and enhancing overall customer service responsiveness. Functional reporting, with transcripts of every call, allows for immediate identification and correction of routing errors, ensuring a smooth customer interaction process. Future plans include expanding the AI Agent’s capabilities to cover cancellations and issue return labels, promising a broader range of automated functionalities. The planned introduction of Agent Assist/Cognigy AI Copilot aims to provide additional support and even more efficiency to the customer service team.

Automated WISMO

Decreased Hold Times

Intelligent Routing

We are convinced this innovative customer service approach is the future. We will continuously train our AI Agent to expand its capabilities in both customer and employee service, embracing the era of AI-driven experiences.

Maik Genseburg, Team Lead Service Operations @Mister Spex

SEE STORY

Manufacturing

Lippert

AI Agents for Lippert cut customer service costs by 80%, boost sales, and achieve a containment rate of 37%

Lippert's AI Agent Cuts Costs by 80% and Boosts Sales

Lippert leverages Cognigy's AI Agents to manage complex customer support needs. This has not only streamlined operations but also unexpectedly increased its online store conversion rates, demonstrating significant improvements in efficiency and customer experience.

37%

Containment Rate

80%

Cost Reduction Compared to Human Support

Increase

in Store Conversion via Self-Service AI

Watch Now: Leveling up CX at Lippert

Phillip Dougherty

AI Product Manager at Lippert

By implementing Cognigy.AI, we reduced our customer support costs by 80%. This has transformed our service delivery and boosted overall efficiency.

About Lippert

Lippert™ supplies a broad array of components to the Caravanning, Marine, Rail industries and beyond

12,000 Employees

140 Manufacturing and Distribution Facilities

$5.2 billion Annual Sales

Use Case

AI Agents on chat for key use cases: part pricing, availability, and order status tracking.

Results

37% Containment Rate

Increased Store Conversions

More than 178,000 autmated conversations per year

The Challenge

Lippert’s primary challenges included managing complex inventory, addressing varied customer needs, and handling high-volume interactions requiring specialized knowledge. Approximately 80% of customer contacts involved intricate queries necessitating in-depth product knowledge. Customer interactions typically lasted 5-7 minutes because detailed information gathering, such as identifying specific parts, was required. This made streamlining support a challenging task.

Lippert sought a scalable solution that:

• Empowered business users to autonomously adopt an AI solution.
• Provided a robust and simple UI for expanding and adjusting AI Agents.
• Utilized lexicons and metadata to efficiently train AI Agents in industry-specific terminology.

The Solution

They turned to an AI self-service solution to best address their challenges.

With Cognigy, Lippert launched AI Agents on chat for key use cases: part pricing, availability, and order status tracking.

Cognigy's solution empowers Lippert’s business users to create and manage AI Agents internally and scale them easily. The Cognigy platform also provides a comprehensive library of resources, enabling rapid deployment and adaptation of AI Agents.

The Impact

Using AI has allowed Lippert to achieve a 37% containment rate, resulting in an 80% cost reduction from handled queries. The efficiency and usability of the AI self-service has also increased the conversion rate for its online store purchases, highlighting the effectiveness of the solution in streamlining operations and enhancing customer experience.

Looking forward, Lippert plans to expand its AI initiatives with Cognigy, including launching a Voice AI Agent, integrating Knowledge AI search options and Agent Copilot to further streamline support processes.

Cost Effective Agent Support

178,000 Automated Conversations

Increased Conversion with AI

Dougherty

AI Product Manager at Lippert

SEE STORY

Utilities

Salzburg AG

Knowledge AI-powered Agent is integrated in 6 order processes for up-& cross-selling

Going beyond the call center to serve customers wherever they are

Salzburg AG saw significant increases in customer and staff satisfaction with its omnichannel AI chatbot – LEA.

Sarah Haider

Customer Experience Specialist@Salzburg AG

At Salzburg AG, we want to embrace new technologies that help our customers while increasing our overall brand stickiness. Back in 2018, we already knew that Conversational AI would have a meaningful impact on our Service Quality in the next years.

Customer Experience Specialist, Sarah Haider, gives insights on how to generate successes with virtual agents!

About Salzburg AG

Salzburg AG is a utility company providing energy, telecommunications, and transport networks & infrastructure.

Fast Facts

2,500 Employees

24,000+ Customers

Revenue 2020: 1.45B EUR

Headquarter: Salzburg, Austria

Cognigy Use Case

B2C customer service and consulting on all available channels.

Results

400 recognized intents

122,000 dialogues p.a.

7,000 trained samples

The challenge

Salzburg AG receives more than 400,000 phone calls and 100,000 text-based customer service contact requests annually. In most cases, customers are asking general questions relating to products and services. However, some requests are highly complex.

Therefore, the goal was to relieve the pressure on service teams by introducing an AI-powered virtual assistant working across all channels and handling most inquiries. The virtual assistant needed to free Salzburg AG's customer service teams to enable them to focus on customers with complex questions and requests.

The solution

Salzburg AG created "LEA" aka Learning Electronic Assistant, using Cognigy.AI Conversational Platform. LEA resolves customer and employee requests across all communication channels and services and will hand the communication over to a personal customer service representative as a "Live Chat" when necessary.

For the end customer, LEA is evolving to handle more inquiries with satisfaction, and as it learns, it continues to reduce the burden placed upon the customer service representatives. Its evolution is down to Cognigy's innate ability to analyze conversations and interpret intents.

The impact

LEA has recognized more than 400 intents and is trained on over 7,000 sample sentences. It has also received approximately 65,000 messages from over 15,000 unique customers. For Salzburg AG, Cognigy has addressed the need for increased customer loyalty by providing an intelligent learning chatbot available 24x7, giving the customer service team greater job satisfaction by removing mundane and repetitive inquiries.

Over 400 recognized intents

Trained on over 7,000 samples

More than 122,000 messages automated

Over 24,000 unique customers supported

DOWNLOAD FULL CASE STUDY

"Cognigy.AI does what it promises: non-IT people can develop a functioning chatbot in minutes. The language understanding and the training ability of the AI ​​are excellent."

Sarah Haider Customer Experience Specialist @Salzburg AG

SEE STORY

Telecommunications

Mobily

AI Agents on 8 social channels resulted in 99.5% faster response times at contact centers

Mobily is seeing response times of just 6 seconds compared to 20 min at their contact centers and has witnessed a notable increase in customer satisfaction since implementing the conversational AI of Cognigy.AI.

Mubarak Alharbi

Digital Experience General Manager @Mobily

"Using Cognigy as our conversational AI platform within Mobily has helped us to build one unified conversational AI that is linked directly to eight channels. This has minimized the development efforts, increases the time to market, and helps us to gain higher customer satisfaction rates overall."

About Mobily

Mobily is one of the largest wireless networks, providing coverage in Saudi Arabia, as well as the region. Additionally, it is one of the largest data center systems worldwide.

Fast Facts

Industry: Telecommunications

Headquarters: Saudi Arabia

Customers: 1.2 Mio

Revenue: US$ 3.9B

Employees: 4,300

Cognigy Use Case

Customer-facing bots on 8 channels with integration into Internal systems, and employee bots enabled on MS Teams and integrated into service desk and HR systems

Result

First response time to the customers decreased from 20 minutes to 6 seconds.

Automated self-service and payments through social channels.

Increase in customer satisfaction.

The challenge

The telecommunications sector is exposed to rapid product innovation, some tough competition from other major players in the industry, and ever-increasing consumer demands. In 2004, Mobily launched its mobile services with one clear vision: to be ahead of time and to unlock possibilities that had never been seen before.

To secure its success and live up to its vision, Mobily sought to gain an understanding of the power of conversational AI and the need for automation as a key factor in customer experience.

The goal was to minimize answering times for customers and lighten the burden on their contact centers. General Manager of Digital Experience at Mobily, Mubarak S. Alharbi, and his team took on the project of finding the right platform for this challenge.

The priority for automating was to find a platform that easily integrated and enabled business units to build their own solutions, independent from IT, plus to have the possibility to expand it to various channels.

The solution

Mobily chose Cognigy.AI because it offers a scalable and modern architecture that helps to easily integrate it with existing systems, build customer-facing bots as well as bots for internal uses.

“What we liked most about Cognigy.AI was the connectors and low-code capability that it offers, which allows the CX team to build the conversations by themselves without the need for heavy IT involvement. This leads to a faster time to market, and the ability to release more services and conversations”, says Mr. Alharbi.

Today the virtual agent is present on multiple channels through a connection to the engagement platform Sprinklr, which has been extended to various social channels. The bot hands over conversations when necessary to the human agents and provides them with all contexts from the previous dialogue. The human agents can then continue the conversation and give the dialogue back to their virtual colleagues at any given time.

After experiencing such success, Mobily decided to build virtual assistants to help their employees and free them from putting time into service desk tickets. At Mobily employees can chat with their virtual colleagues over MS Teams to ask any questions they would normally address to the service desk.

The impact

Mobily offers automated self-services based on Cognigy.AI to its 1.2 million subscribers over social channels (Twitter, WhatsApp, Apple Business Chat). The virtual agent picks up any inquiry in around 6 seconds and reduces first response times significantly from before 20 minutes. The bots take over various services for customers such as billing, balance information, and data usage inquiries. Customers can also subscribe, change subscriptions, buy add-ons, make payments and even recharge their credits using apple pay and credit card. Furthermore, the bots handle feedback, complaints, and FAQs. Mobily has elevated its customer experience and gained valuable insight into customer behavior while reducing costs and overload in contact centers, and at the same time has successfully increased the quality of the conversations which are still conducted by human agents.

Available on 8 social channels

Integrated Payment-System

Increased customer satisfaction

Self-Service functionalities

“Mobily also enables the human agents to hijack the conversation, if they feel they could add value, as they can follow along with any conversation. This elaborate human agent support changes the professional landscape of contact centers completely, as they can focus on increasing the quality of the conversations rather than juggle the masses.”

SEE STORY

Technology

BICS

The WeChat AI Agent translates in real time for Chinese customers and is integrated with Salesforce

BICS introduces a WeChat AI Agent for its customers in China, developed with Cognigy, translating Chinese inquiries for English support teams, and overcoming regulatory and privacy challenges.

Real-Time

Translation (English-Chinese)

Increased

User Satisfaction

Tech

Breakthrough

About BICS

BICS is a leading global communications platform company, connecting everything, everywhere.

Carrying 6.8 billion messages around the world & 7 billion voice calls per annum

€1B+ Revenue

BICS AI Agent

Is Available on WeChat for BICS’ Chinese Customers

Offers Real-Time Translation (English-Chinese)

Breaks Languages Barriers for Customer Support Team

Results

Extended Support Solution

WeChat as New Automated Channel

Increased Customer Satisfaction

Malcolm Chan, Senior Vice President, Enterprise, Asia Pacific at BICS

This is a significant enhancement to the user experience for our Chinese customers, it not only tailors our chatbot services, available in most other markets, to the region but also meets our customers where they are.

The Challenge

BICS, a global communications enabler, aimed to extend its seamless customer support experience to Chinese users through WeChat, facing unique challenges.

WeChat's complex API integration and stringent privacy measures, including restrictions on UI modifications, presented obstacles.

The need for innovative solutions to conduct identification checks within WeChat's limitations added complexity to the project.

The Solution

To overcome these hurdles, BICS devised a novel approach. An intermediary layer was onboarded to navigate WeChat's API intricacies and seamlessly integrate with Cognigy and Salesforce.

This solution allowed for effective communication between WeChat users and BICS support, overcoming UI and legal restrictions. Furthermore, BICS implemented its own secure SMS/OTP solution for identity verification, addressing WeChat's privacy constraints.

The team successfully extended their existing Support Center solution, originally designed for webchat and WhatsApp, to include WeChat.

The Impact

The implementation of the BICS WeChat AI Agent has revolutionized customer support for Chinese users. Now, customers can effortlessly connect with BICS through their preferred WeChat platform, conducting support interactions in their native language. The success is measured by the streamlined support cases handled via WeChat and enhanced user experience. This solution has not only addressed the technical challenges but has also ensured compliance with WeChat's regulations, making it a pivotal achievement for BICS in serving its expanding Chinese customer base.

For this trailblazing move, BICS was honored by Cognigy with the Tech Champion Award in February 2024, marking a significant milestone in its commitment to innovative and effective customer communication solutions.

AI on WeChat

Real-Time Translation

Salesforce Integration

We are proud that our Chinese users can easily make queries in their mother tongue while accessing BICS’ global support team, made possible by recent advances in Generative AI and the excellent support and platform from Cognigy serving as foundation.

Malcolm Chan, Senior Vice President, Enterprise, Asia Pacific at BICS

SEE STORY

Public Services

Smart City

Five AI Agents boost citizen self-service options and cut call volume in public service

Harnessing the power of AI-solutions, the Smart City Duisburg Innovation Center is shaping the city of tomorrow. Cognigy.AI complements the needs and goals of the Smart City of Duisburg. The solution boosts self-service options and delivers more streamlined access to information.

Key Highlights

6 bots

Deployed in 1st year

Voice UI

For power metering services

1000+

Subject areas covered

Stefan Soldat

CEO Duisburg-IT, Head of IT @DVV

Utilizing Cognigy.AI with chat- and voice bots guarantees our citizens´ inquiries are streamlined and handled with the utmost quality. This consistency ensures a positive customer service experience.

Watch how Cognigy.AI is fundamental for enhanced public services across the city and how it makes everyday life easier.

About SIDC

The Smart City Duisburg Innovation Center is a think tank that researches, supports, and evaluates prototypes for innovative smart city solutions. SCDIC encompasses a local partner network of research institutes, start-ups, established companies, other organizations, and citizens.

Use Case

E-Government self-service

Transactional voice bots

Results

Empowered employees

Frictionless transactions

Omnichannel services

The Challenge

The City of Duisburg fields a large volume of emails and phone calls from citizens that inquire about services and day to day concerns. These inquiries cover a large range of questions and issues that are universal to all citizens.

High volume is not the only challenge. The City of Duisburg also struggles in acquiring qualified personnel to offer high quality customer support services.

Ensuring availability in supporting citizens drains time from public service employees and negatively impacts the quality of service.

The Solution

Within the first year, the City of Duisburg deployed 6 bots, amongst them internal digital assistants that support employees in HR matters and unburden the IT service desk.

In addition, Duisburg expanded its solution with external bots for citizens. The public utility department developed a voice bot for metering services. Customers report their meter readings to a phone bot. The solution is directly connected to SAP and ensures all data is processed securely.

Cognigy.AI proved to match well as a solution because of the low-code approach that empowers service employees to create and maintain their own bots. Additionally, the high integration capabilities into several backend systems proved to be essential for the City of Duisburg.

The Impact

The deployment of AI-powered virtual agents has substantially improved accessibility to information and frictionless availability of transactions for citizens, while significantly reducing the workload of municipal employees.

SCDIC is a frontrunner through implementing varied self-services for citizens on web, phone and social media channels. A center of excellence will further maximize the impact of conversational AI technology across institutions.

Transactional Self-Service

Digital Voice Assistant

SAP-Integration

“The technical possibilities are enormous without constraint, as Cognigy.AI integrates with a vast array of backends and systems. Teaming up with Cognigy ensures that citizens access many different public services via self-service in the future, even via social media”

David Hoffmann Head of Digital Innovation and Transformation @WBD

SEE STORY

Technology

Calen

AI Agent saves 200+ hours per year with automated appointment booking over phone & chat

SEE STORY

Technology

Kofax

AI Agent reduces costs by handling 80% of IT tickets without human support

Virtual agent probes vast technical knowledge base

Kofax has introduced an AI-powered chatbot, which has transformed and elevated support for Kofax's partners and customers.

We were impressed with the combination of Intents and Natural Language Understanding (NLU) to not only determine the product the user was looking for information about but also what kind of information they were seeking.

Mike Pilman

Director of Technical Support Operations @ Kofax

About Kofax

Kofax is a leading supplier of intelligent automation software for digital workflow transformation.

Fast Facts

1,600+ Employees

25,000+ Customers

31 Countries

Headquarter: USA

Cognigy Use Case

Kofax uses the Cognigy.AI automation platform to deliver an omnichannel customer experience and an enhanced knowledge base search capability.

Result

Improved productivity and reduced costs with 80% of queries handled without the Kofax team's intervention.

The challenge

Kofax sells and supports a variety of enterprise software solutions used to solve business problems and opportunities.

These solutions are made up of many components and it can often be difficult for users to find the right resources for their current needs. To support the complexity of intelligent automation, Kofax explored conversational AI platforms that could deliver a quality, omnichannel and scalable chatbot experience.

The solution

For Kofax, the first step was figuring out what the customer or partner experience should be and what they might be looking for."The key to this strategy was determining the intent of the user and using that information to get them to the resources to match their current need.From that point it made sense to map out the flow of the customer journey and then build Cognigy flows to match,” said Mike Pilman, Director of Technical Support Operations.Together with the Cognigy team, Kofax formulated questions, designed journeys and started quickly. "We were impressed with the combination of Intents and Natural Language Understanding (NLU) to not only determine the product the user was looking for information about but also what kind of information they were seeking."

Calling their chatbot "Kofax Support KoBot," Kofax uses the power of Cognigy.AI as an enhanced search engine for their knowledge base.

The impact

Today, with the help of Cognigy’s automation platform Kofax has achieved its goal of having its Kofax Support KoBot fully operational and available in the knowledge center. Providing self-service resources has enhanced Kofax’s ability to help partners and customers. “Rather than look at chatbots as a cost-saving tool, we look at it as an opportunity to have our expert technical support resources focus on customer issues not easily resolved on their own,” Mike Pilman stated. In a recent analysis of user activity Kofax found that, for every session where an intent was expressed, the user completed the session 80% of the time, without asking to create a support ticket within the chatbot (which is an option with every interaction). “Having seen this level of success, we are currently exploring several new and additional avenues where we think Cognigy’s platform could help our users get the resources they need to be successful with our software."

80% solution rate

High intent recognition

Improved customer experience

“We immediately saw that Cognigy.AI had a low threshold for adoption but also provided the kind of growth potential rarely found in a product this easy to adopt.”

Mike PilmanDirector of Technical Support Operations @ Kofax

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Finance

Humm Group

AI Agent decreased the AHT by 15% and resolves 50% of inquiries autonomously

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Finance

Rentenbank

Streamlined banking services with AI Agent supporting the funding process

A leading bank who puts customers first, starting with conversations

Rentenbank wants to ensure their clients feel confident in effortlessly navigating a complex service landscape. They should also experience a seamless handover to a live agent whenever necessary.

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Key Highlights

90%

User intents understood

500+

Subject areas covered by Conversational AI

Dr. Marc Kaninke

Chief Financial and IT Officer @Rentenbank

Cognigy.AI’s low-code platform is the ideal solution. We don't need extensive programming knowledge to operate and to further develop the technology. The implementation was fast, allowing us to focus on an elaborate phone bot that would be available quickly for our customers.

About Rentenbank

Landwirtschaftliche Rentenbank is Germany’s development agency for agribusiness and rural areas.

Fast Facts

Total assets 2021: EUR 95B+

Founded: 1949

Headquartered in Frankfurt, Germany

Use Case

Phase 1: A webchat that answers questions around a federal program that promotes investments of German farmers, and helps applicants and job seekers

Phase 2: A phone bot to support the service agents and broaden the service-level

Results

Excellent customer ratings

90% of user intents understood

Enhanced customer service

The Rentenbank’s CFO & CIO shares how Conversational AI is improving customer service and supporting service agents.

The Challenge

Rentenbank is a triple-A-rated development agency for agribusiness and rural areas providing its loans to ultimate borrowers via local banks. The bank attaches particular importance to the promotion of sustainability and innovation.

In 2020, a program that entails a grant combined with a low-interest promotional loan from Rentenbank was implemented in cooperation with the government. For this purpose, Rentenbank had to provide its customers with complex information and to rethink its form of advice.

No request should get lost, and customers should not struggle to navigate the bureaucracy, red tape, and information jungle.

The Solution

It all started with a creative mindset and out-of-the-box thinking. The idea was to initiate a digital transformation, and the IT department soon solved the challenge with Conversational AI.

What previously existed as massive pdf files containing hard-to-find information resulted in a 24/7 available digital agent called Lara, who could easily answer questions and provide all the necessary information to support new customers.

This, however, was only the beginning of the quest to craft a better client experience. As the phone remains the most intuitive form of communication, Rentenbank develops a phone bot to unburden the contact center and to make access to information even more straightforward and natural.

The Impact

The Conversational AI solution is loved by everyone. Customers give it excellent ratings and it is a proof point of digital transformation within Rentenbank. Lara is constantly improving, with every 4th request resulting in her learning something new. Currently, she has already conducted thousands of successful dialogues and the bank is just starting to explore all the potentials of Conversational AI.

Extended Service Offering

Excellent Chat Ratings

Service Agent Support

Cognigy Live Agent is something that ultimately persuaded me of its success. It is the foundation for customer-centric communication. Whenever the bot no longer knows what to do, or the customer has a need to communicate directly with a real person, we can make use of this hybrid solution.

Dr. Marc Kaninke

Chief Financial and IT Officer @Rentenbank

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Healthcare

Biotech Pioneer

AI Agent achieved faster time to market with integration in Salesforce selling process

Virtual agents collapse time to market for new drug

A leading pharmaceutical company integrates Cognigy.AI into Salesforce to support their sellers and introduce a new drug at speed.

Voice-based access to CRM is a game changer for sales teams. This is truly a shining example of what our clients can achieve with our conversational AI technology.

Philipp Heltewig

CEO @ Cognigy

About the company

Pioneers in the research and development of therapeutics for cancer and infectious diseases.

Fast Facts

Industry: Biotechnology

Operates: Worldwide

NASDAQ-listed

Cognigy Use Case

Voice-based virtual assistant accelerates sales process via seamless Salesforce integration.

The challenge

Due to the launch of a new therapeutic product in high demand, the sales team was under tremendous pressure to get it to market and arrange and attend meetings with pharmacists quickly.

This situation required an exceptionally well-structured process that maximized the sellers' time while easing their workload. To do this, the Company sought to use time spent driving to and from their meetings productively. Specifically, the Company wanted its sellers to access Salesforce – documentation, customer account information, upcoming events, agendas, in fact, everything they need to manage customer engagement and sales – all while driving.

The solution

To support the sellers and to use their time wisely, the Company introduced a hands-free virtual assistant that could hold a two-way conversation and then work with Salesforce to provide answers to specific sales and customer account questions. Fortunately, the Company is very tech-driven and already had experience with Cognigy.AI's conversational platform with the development of its customer service virtual assistants. So, it was natural to extend the use of Cognigy and establish a virtual assistant for the sales team that seamlessly integrates with Salesforce.

This genius approach to alleviating pressure and maximizing time spent while driving meant that sellers not only came to every meeting prepared but also allowed them to dictate meeting notes to the assistant as they traveled to their next destination.

The impact

By introducing virtual agents to support the sales process, the Company significantly reduced time to market, increased sales available productive time, and met an urgent demand for its new therapeutic product.

Sales Manager can query via phone on-the-go

Meeting notes recorded & transcribed

Fully integrated with Salesforce CRM

On-the-road enablement with streamed audio content

Watch our Showcase: Voice-enabled Salesforce CRM with Conversational AI

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Previous

"Cognigy's AI Agent has exceeded our expectations, taking the lead in our customer communication. Allowing us to handle the challenges of annual growth and operational fluctuations with ease."

Frontier Airlines

Leonardo Declich, Director CX Transformation

"With Cognigy.AI, we’re able to provide our customers with real added value and deliver even better services and products."

TOYOTA

Peter-Pascal Meik, Manager Innovation & Projects

"We believe Cognigy.AI to be the most comprehensive, user-friendly Conversational AI platform on the market today, to build advanced, multi-lingual AI Agents at scale."

Lufthansa Group

Nick Allgaier, Product Manager Digital Assistants

"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."

BAYER

Xenia Hanke, Software Engineer Smart Interaction

"Cognigy's leading AI technology and market expertise equips us with the tools to enhance customer interactions, ushering in a new era of service excellence"

ERGO

Nicolas Konnerth, Head of Voice

"By combining Agent Assist, Chat, and Voice AI, we’ve created a seamless, scalable support ecosystem. Saving millions of euros annually.”

Essent

Nina Kiemeneij, Product Owner Conversational AI

"Cognigy.AI is flexible enough to cover various use cases while providing a common framework for global scaling and governance.”

Henkel

Christian Hohmann, Head of New Technologies (AI)

"Our collaboration with Cognigy is a testament to our commitment to pioneering solutions that are at the forefront of technology and meet our members' needs.”

TechStyleOS

Jack Roberts, Senior Global Director GMS Technology and Applications

"Through the use of state-of-the-art AI technology that we have obtained with Cognigy, it is now possible for airports to elevate their communication and interaction with passengers to a new level”

Munich Airport

Alexander Lacker, Product Manager Terminal Processes & Passengers

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Leading brands trust NiCE Cognigy to scale CX AI

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