8 Examples of AI Agents in Contact Centers
AI Agents are already transforming customer service processes for businesses around the world. Here are some compelling real-world examples of fantastic contact center automation from Cognigy’s clients.
Toyota Drives Customer Support Forward
Toyota has a reputation for producing innovative and reliable vehicles. To help customers extend the life of their cars and to reduce the strain on internal customer service teams, Toyota worked with Cognigy to deploy a team of AI Agents to help provide comprehensive self-service options to users.
This support even extended to their vehicles – with Toyota developing an “E-Care” AI Agent that is directly connected to a car’s onboard electronics. The agent proactively contacts customers to alert them about repair or servicing requirements.
By reducing the overall burden of service calls on customer teams and preventing minor issues from spiraling into major ones, Toyota’s AI Agents have helped customers feel more valued, promoted safer driving experiences, and reduced the burden associated with manual service bookings. Read more about this case study here.
Frontier Airlines Takes Off With AI-Driven Customer Service
Frontier Airlines struggled to find staffing that supported the irregular phone demands of its users. Making a bold decision, the airline has switched off telephone service in favor of digital chat supported by AI Agents.
The AI Agent validates reservations and provides quick links to allow customers to make changes to their bookings. Able to engage with hundreds or even thousands of conversations simultaneously helped Frontier Airlines revolutionized customer service by providing instant, efficient support to customers whenever they needed it.
With booking changes no longer tied to lengthy, delay-prone phone calls, customers became far more satisfied with Frontier Airlines – leading to a sizable increase in its Net Promoter Score (NPS).
Read more about how AI Agents can actively improve customer experiences in the full Frontier Airlines case study.
AI Agent For Bosch Benefits Human Agents
Bosch is a multinational enterprise with a vast team of employees based in lots of different countries. Recognizing the potential of AI Agents to streamline day-to-day tasks and enhance the efficiency of their existing human employees, they worked with Cognigy to find a solution.
Bosch adopted Cognigy.AI as their AI platform and created the Bosch Chatbot Suite, which supports over 90 different use cases within the organization. One of the best examples of this includes Bosch Power Tools, which has integrated Cognigy’s Agent Copilot into contact centers to listen in on calls, analyze sentiment, suggest the next best action to human agents, and perform an automated wrap-up.
Another great example is the ROB HR AI Agent, which provides personalized HR support to companies and allows them to self-serve simple yet essential tasks like updating bank account details or learning more about company policies.
Get a clear example of how Bosch Power Tools’ AI Agent works to serve customers in this video demonstration.
Mobily Simplifies Customer Support With Conversational AI Agent
Mobily is a telecommunications provider based in Saudi Arabia with over 1.2 million customers. As it grew, the brand’s contact center began to struggle with the weight of customer demand across multiple social media channels. To help with this, the team began looking into Conversational AI as a potential solution.
Working with Cognigy, Mobily deployed a Conversational AI Agent that could answer customer service queries across various social media channels and connect them with a human agent when required. This enabled Mobily to slash waiting times, with the AI Agent responding in just 6 seconds compared to the previous human response time of 20 minutes.
“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” - Mubarak Alharbi, Digital Experience General Manager at Mobily.
Read more about Mobily’s AI Agent in the full case study.
Mister Spex Brings Clarity To CX
Mister Spex is an online optician serving over 7 million customers. The team wanted to explore automation and recognized the value in automating their existing phone channel over trying to introduce a new one.
Analyzing their existing telephone calls, the brand spotted an opportunity to automate simple inquiries focused on finding out where a customer’s order was. They deployed an AI Agent that was trained in all common customer queries and could quickly handle their problems by connecting with the CRM – or route to a human agent if needed.
By automating its phone services to quickly verify customers and progress their queries, Mister Spex has saved over 30 seconds on every call and improved overall customer satisfaction.
Read more in this full case study.
E.ON Energizes Operations With Best-in-Class AI Agents
E.ON’s Digital Technology team, EDT, is responsible for driving digital innovation across the company. As one of the world’s most recognizable energy companies, E.ON has a staggering user base of more than 50 million customers across the globe – all of which want to access customer service in different ways, including traditional telephone calls, chat, and social media messaging.
This demand can quickly drain resources and cause inefficiencies. E.ON’s EDT sought a scalable solution that allowed them to develop AI Agents that could be seamlessly deployed to both phone and digital chat channels.
Working with Cognigy, the EDT team created an intuitive AI Agent platform that non-technical users could quickly grasp and would allow a team of AI Agents to serve customers instantly across chat, voice, and phone channels.
E.ON quickly became a leader in automation and slashed workloads for customer service departments, achieving a 70% automation rate across more than 2 million customer calls served by 30+ AI Agents. Read the full case study here.
Complex Inventory Queries Addressed By AI Agents For Lippert
Lippert is a manufacturer of components for the caravanning, marine and rail industries. Due to the complexity of customer queries, which often required in-depth product knowledge, Lippert’s customer service team was spending too long on every call, making any attempt to streamline support virtually impossible.
Lippert worked with Cognigy to develop an AI self-service solution to help customers get the answers they needed to highly specific use cases such as part pricing, product availability, and order status tracking. With a comprehensive library of resources and knowledge to call upon, the AI Agent can accurately answer many common customer queries.
By eliminating the need for lengthy calls for every service query, Lippert has driven an 80% reduction in overall costs when compared to a human agent. Read the full case study to learn more or watch the video below.
Henkel Provides 24/7 Stain Support For Customers
As a global FMCG manufacturer, engaging with customers and securing loyalty is an ever-important consideration for Henkel. In a unique example of how AI Agents can best serve customer needs, the team at Henkel worked with Cognigy to deploy a customer-facing AI Agent that could help customers with stains.
Compared to panic-laden queries typed into search engines, Henkel’s agent offered a far more efficient way of diagnosing stains. Available 24/7, the AI Agent can recognize over 2,500 types and then provide accurate, reassuring treatment options to help customers in their moment of need.
This is a narrow example when compared to broader customer service automation – but it’s a great reminder of the power of Conversational AI to provide engaging, reliable customer support based on clear requirements.
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