CGI & Cognigy: Together for Exceptional Customer Service

Niklas Bläsing leads the Data & AI practice at CGI Germany, where he and his team advise enterprises on harnessing artificial intelligence for real business transformation. At the center of this work is Agentic AI,  AI that goes beyond automation to act, decide, and collaborate intelligently. As an early supporter and strategic partner of Cognigy, CGI helps clients deploy Conversational and Agentic AI at scale to drive efficiency, reduce costs, and deliver truly humanlike customer experiences.

In this conversation, Niklas shares why CGI chose Cognigy, how their partnership delivers real outcomes, and where he sees the future of customer service heading.

Introduce yourself and give us a short explanation of what you and your company do.

My name is Niklas Bläsing, and I’m the Head of Data & AI at CGI Germany. Together with my team, I advise companies on strategic questions related to the use of artificial intelligence—particularly in the context of Agentic AI, meaning AI systems that independently pursue goals and take actions. Our mission is to enable true business transformation through data intelligence, automation, and the implementation of innovative AI solutions. CGI supports clients as a long-standing, execution-focused partner for digital transformation—globally positioned, yet with strong local roots.

Why have you decided to partner with Cognigy?

Cognigy is a strategic Agentic AI partner globally. We call this “Emerging Alliance Global Partnership” .Cognigy’s platform is one of the leading solutions in the field of Conversational AI. What convinced us most is its enterprise-readiness—its scalability and ability to integrate with complex IT landscapes, which is essential for many of our clients. Beyond that, Cognigy is a great cultural fit: pragmatic, innovation-driven, and highly customer-oriented. We’ve been supporting Cognigy since its founding year and are jointly shaping the path toward Agentic AI for our clients.

How do you see the market for Conversational AI evolving, and where does Cognigy fit into that vision? 

Companies are realizing that Conversational AI is much more than just chatbots—it’s about real transformation across customer service, HR, IT support, and beyond. Conversational AI is no longer a niche topic; it’s a strategic lever for efficiency, user experience, and innovation. What we observe is a clear move toward intelligent, proactive systems that not only respond but also think ahead. Cognigy plays a key role here by bridging classic chatbot technology with a future-proof Agentic AI architecture.

Which challenges have you solved for your customers thanks to the Cognigy solution? Please share a success story from your collaboration with Cognigy,  perhaps a project that really showcases the impact of the partnership?

A major German aviation company was able to introduce a powerful chat assistant with support from CGI and Cognigy, which now handles over 30,000 self-service sessions per day—up from just 10,000 per month. A standout use case was the automation of flight rebooking during disruptions: the chatbot delivers personalized alternative flight options in real time, significantly reducing pressure on the call center. With support from our cross-functional team—including conversation design, business analysis, and GenAI expertise—we were able to implement agent-based features on the Cognigy platform, including intelligent decision logic and persona-based responses. The result: high conversion rates, reduced operational costs, and a scalable platform for future GenAI innovation.

What has surprised you most in working with Cognigy—any use case or outcome you didn’t anticipate?

What truly impressed us—and especially our clients—was the spirit of innovation Cognigy brings to enabling new technologies. A highlight was the Agent feature, which we launched live with clients during its beta phase. Many of our partners are driven by the ambition to not only serve their markets more efficiently but to disrupt them through innovation—and they actively seek out technologies that make that possible.

What excites you about AI and the future of this partnership?

What fascinates me about AI is that we’re no longer just analyzing or automating—we’re building digital agents that can make real-time decisions and collaborate autonomously. In our partnership with Cognigy, I see the potential to gradually turn this vision into reality. Their platform is a strong foundation to make Agentic AI tangible: user-centric, secure, and scalable.

What advice would you give to customers when they think about using Conversational AI or expanding its use?

Start with a clearly defined use case that delivers real value—for customers or employees. Pay attention to integration depth and scalability: the best use cases often fail due to poor backend connectivity. And don’t underestimate the importance of change management—AI transformation is always a cultural journey, not just a technical one.

Describe Cognigy with three adjectives:

Innovative, forward-thinking, performant