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Automotive

Next-Gen Customer Support – Toyota’s Drive for Innovation is Limitless

Toyota

Toyota cars call vehicle owners when warning lights are overlooked, and digital assistants help customers on phone and chat, saving all relevant information for a seamless handover. Toyota is at full speed innovating CX with Cognigy.AI.

Next-Gen Customer Support – Toyota’s Drive for Innovation is Limitless

Toyota is renowned for long-lasting vehicles and first-of-its-kind technical solutions. With Cognigy.AI, Toyota offers its customers a unique experience while adding value to more customer touchpoints. This includes seamless self-service via voice and chat and proactive outreach to vehicle owners by a digital assistant, a recipe for success that raises the bar for CX.

Contact-Center

Integration

Pro-active

Customer Support via IoT

25+

Voice- and Chatbots

Peter-Pascal Meik

Manager Innovation & Projects @Toyota

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

Watch the Frontrunner Story of the Toyota Innovation Team

About Toyota

Toyota is one of the largest automobile manufacturers in the world, producing about 10 million vehicles per year.

Headquartered in Japan

Use Case

Voice- and chatbots that help customers with daily inquiries and alleviate workload on service agents

Voicebot “E-Care” that proactively calls vehicle owners when the warning light appears

Results

Reduced waiting time on the phone

Human agents can focus on more complex customer communication

Prioritizing Safety – warnings are never ignored or forgotten

The Challenge

Toyota envisioned multiple use cases and sought a Conversational AI solution to build voice- and chatbots at scale. They wanted a platform to integrate into their systems to create smoother, more intuitive ways of communicating with their customers.

On one hand, they experienced peak times during which customers were seeking direct support. Service agents were swamped with requests, often about frequently asked questions. In another scenario vehicle owners often overlooked warning lights on the dashboard and did not contact dealers to get their cars serviced when required, leading to potential problems down the road.

Reducing the burden of repetitive tasks on customer service teams and ensuring vehicle owners are contacted proactively are two examples of challenges the Toyota Innovation Team wished to tackle.

The Solution

Toyota selected Cognigy.AI to create exactly the digital assistants they envisioned. They decided on a platform strategy that allows them to cover multiple use cases and automate communication across different channels.

Their customer service can be reached via chat or phone, engaging customers in a natural dialogue with the virtual agent. If the customer prefers speaking with a human agent, or the issue is too complex, the virtual agent transfers and saves all the contextual information in Microsoft Dynamics for handover. The human agent can then reach out to the customer with a complete picture and already have a solution at hand instead of starting from the beginning.

To ensure that warning lights are not overlooked, Toyota decided on proactive customer service and developed a digital assistant called E-Care. E-Care is directly connected to the car’s onboard electronics. In case of an engine warning, customers are contacted via phone and can immediately make an appointment via the digital agent. At the same time, the digital agent informs the dealership, sharing all the relevant technical and warning data, so that they can prepare for the appointment in advance, saving both them and the customer time.

The Impact

Toyota’s forward-thinking conversational AI solutions create outstanding customer experiences and make life dramatically easier for contact center agents.

By reaching out to their customers proactively when the bot detects an engine warning Toyota ensures customers feel valued, have a safer driving experience and are saved the hassle of remembering to book a service appointment.

Car dealerships feel empowered as they can increase their customer stickiness and revenue while saving time calling customers about their vehicle.

Outbound Voicebot

Self-Service

MS-Dynamics Integration

To relieve our service agents during peak times, we rely on intelligent self-service via voice- and chatbot, based on Cognigy.AI. This ensures our customers can get immediate answers to common questions 24/7."

Michael Schödder, Digital Integration & Consulting @Toyota

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Utilities

Voice- and Chatbots Serve E.ON's 50M Customers and reach 70% Automation

E.ON

E.ON is masterfully managing a portfolio of more than 30 voice- and chatbots, serving customers and employees through more than 100K conversations per month.

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

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Travel & Logistics

Lower Average Handling Times despite Increasing Passenger Inquiries

Lufthansa Group

Extreme pressure and high volume of calls drove Lufthansa Group to standardize conversational AI based on the Cognigy.AI platform. The result: Lufthansa Group uses Cognigy.AI to power over 10M conversations per annum.

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.
logging-icon
Fast Facts

110,000+ Employees
EUR 13.5B revenue in 2020
220 Destinations
532 Subsidiaries and affiliated companies

agents-icon
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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Manufacturing

How Bosch Augments the Human Workforce with AI

Robert Bosch GmbH

Bosch taps into the power of Conversational AI cultivating a resilient, creative, and productive workforce. One Conversational AI solution alone in the area of sales for drive & control technology achieves a 76% resolution rate.

Bosch augments the human workforce with conversational AI and empowers their employees

Robert Bosch is a global engineering and technology company with over 400k employees in more than 60 countries. Bosch is a pioneer in recognizing the revolutionary potential of conversational AI. The impact ensures Bosch delivers robust self-service, streamlined processes, and augments its workforce while simultaneously continuing to empower its employees.

Key Highlights

€200K

Cost savings in the first 7 months for 1 Audit Bot

2 days

Development for 1 bot having 1,000 conversations a month

120+

Bot projects worldwide

Ted Constan

Product Owner, Principle @Digital Agency North America, Robert Bosch Tool Corporation

Our goal is to free up the time of our employees to think and work more strategically. Bots 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 Conversational AI.

About Robert Bosch

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

Fast Facts

Revenue 2021:
EUR 78B+
Number of Employees: 400,000+
Founded:
1886
Operating:
worldwide

Use Case

Strategic platform to build virtual assistants for internal customers, employees, and clients across the entire cooperation

Results

Accelerated automation

Future-proof workforce

Massive cost-savings

The Challenge

Bosch believes in the potential of conversational AI and the substantial necessity to invest in digital assistants in streamlining daily tasks.

Consequently, they wanted to implement a conversational AI solution that seamlessly integrates into their infrastructure while empowering business units and departments to build their virtual agents at scale.

Although they experimented with early pilots with point solutions running in various parts of the world, none proved to encompass the centralized, scalable enterprise solution they were looking for.

They started an extensive RFP to find a solution that would meet all their criteria. Cognigy.AI proved unparalleled in delivering the most advanced Conversational AI Platform.

The Solution

Bosch standardized Cognigy.AI globally, creating a multitalented team that spans worldwide time zones. Entitled “The Bosch Chatbot Suite,” their dynamic solution engages internal customers through training and access to the platform while developing virtual assistants for their day-to-day work.

Hundreds of different bot projects have since been developed and deployed, often by the business units themselves, capitalizing on its simplistic integration and low-code interface functionality.

One virtual assistant was designed by the central auditing team. They created a chatbot that would investigate potential double payments from accounts payable. Cognigy.AI was integrated into the automation software to detect those double payments and correct them. When triggered, both the vendor and Bosch can communicate with the bot and provide information; the solution is thus able to reveal if a double payment was made. This saved Bosch nearly €200,000 in just seven months.

The Impact

With Congigy.AI Bosch has set the foundation to massively accelerate automation and the use of conversational AI within the enterprise. Cognigy.AI is deeply rooted in the company’s operational processes and proves successful across various use cases with immense cost savings. Therefore, Bosch has elevated the standards for the future workforce.

Augmented Workforce

Service Automation

120+ Digital Assistants

“Cognigy.AI is by far the best solution on the market for a multinational enterprise like we are. The people at Bosch who are using this technology love it, they are embracing it and they're taking it very seriously to develop genuinely interesting bots.”

Ted Constan, Product Owner, Principle @Digital Agency North America, Robert Bosch Tool Corporation

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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Telecommunications

Elevated Service Experiences on eight Customer-facing Channels

Mobily

Mobily leverages Conversational AI to communicate with its 1.2 million customers and enables live agents to focus on the most complex service inquiries. The result: 99.5% faster response times.

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.”

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Finance

Humm’s Virtual Assistant Boosts Customer & Agent Satisfaction

Humm Group

Humm Group's Virtual Assistant is achieving a 50% resolution rate and decreasing the average handling time for calls by 15%. It has increased customer and agent satisfaction, prompting Humm to explore other ways to use Conversational AI expertise.

Humm Group's "buy now pay later" service has been thriving. However, as demand increased, so did the need for customer support. With this in mind, the Humm Group has implemented their Virtual Assistant (VA), Emm, to provide 24/7 customer support, benefiting both customers and agents.

Key Highlights

50%

Resolution Rate by VA

94%

Intent Recognition

15%

AHT Decrease

Brendon Clark

Operations Workforce and Projects Manager @Humm Group

I am truly impressed with the virtual assistant powered by Cognigy.AI. It has achieved a resolution rate of over 50% and our average handling time has significantly decreased, allowing us to provide faster and more efficient support to our customers by simultaneously increasing agent satisfaction.

About Humm

Humm Group is a finance provider that specializes in financing bigger purchases with a range of credit card and fixed-term installment products that are designed for consumers and SMEs.

Operating in Australia, New Zealand, Ireland, Canada and the UK.

Use Case

Virtual Assistant “Emm”, with its own personality and unique CI Design, provides round-the-clock support to customers and answers their requests abp.

Results

Increased Agent Satisfaction

Reduced Average Handling Times

Improved Customer Experience

The Challenge

As the Humm Group continued to grow, they were faced with the challenge of maintaining high-quality customer experiences without overloading their contact center team. Operations Workforce and Projects Manager, Brendon Clark, explains, "We wanted to get customers to self-serve as much as possible."

The Solution

Humm worked with Datacom, one of Cognigy’s Implementation Partners, to develop a new virtual assistant (VA), with Datacom drawing on the products and expertise of Cognigy. The project came together in a two-month window.

Emm, the virtual assistant, provides general customer support such as opening or closing an account, and explaining fees and charges. As a first stop for customers, it is always accessible and understands an average of 94% of uterrances. Brendon states, "The VA has been a game changer, especially for ‘buy now, pay later’ customers." Additionally, agents are benefiting from the solution, as they can read the previous conversations the customer had with Emm and provide a solution promptly.

The Impact

According to customer surveys, the extended service that provides 24/7 answers to questions has had a positive impact. Even at late hours, customers appreciate having their queries answered. Emm has achieved a 50% success rate in resolving issues, and the conversation look-up function has decreased the average handling time for calls and increased customer and agent satisfaction.

This success has prompted Humm to explore other ways to use VA expertise by introducing a Cognigy.AI-powered virtual assistant to other products within its brands.

The company aims to integrate its VA with customers' accounts, allowing for personalized information to be accessed, such as balances and due dates. This integration would also reduce the administrative time for agents during customer transfers to the call center.

Live Chat Handover

Look-Up-Function

24/7 VA Support

"The enormous possibilities to build Virtual Agents with Cognigy.AI exceeded our expectations. With our first use case we already achieved faster query resolution and happier customers and we are already planning to expand the usage."

Brendon Clark, Operations Workforce and Projects Manager @Humm Group

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E-Commerce

GoVets Achieves Over 50% Decrease in Agent Turnover with Cognigy.AI

GoVets

60% of customer requests are handled by virtual agents, leading to more than 50% decrease in agent turnover and increased agent satisfaction. The Cognigy.AI Zendesk integration, e-commerce integration, and live agent handover contribute to this outstanding success.

Loved by Customer Support: Over 50% Decrease in Agent Turnover with Cognigy.AI

GoVets' experience with Cognigy has been nothing short of transformative. With their state-of-the-art conversational AI solution Cognigy.AI, GoVets has been able to overcome the challenges of customer service growth and provide a first-class experience to their customers. The Cognigy solution has been instrumental in improving GoVets' customer service operations and providing a foundation for continued growth and success.

Key Highlights

60%

Automation

250,000

Customers served

50%+

Decrease in Agent Turnover

Marc Bernard

President @Veratics, Inc

As a best-of-breed Conversational AI solution, Cognigy.AI has been instrumental in helping GoVets handle many of the customer support challenges that come with our explosive growth. Resulting in over 60% of customer requests being handled by virtual agents.

About GoVets

Veratics, Inc (dba GoVets) owns and operates GoVets.com – The Nation’s Largest Veteran Owned Online Store

Fast Facts

The website offers free shipping on millions of products and provides exceptional USA-based customer service and support. Veratics, Inc was established in January 2013.

Use Case

Product availability status over voice and chat for 3 million products with live agent handover

Order Status Information with Zendesk-Integration: virtual agent provides exact status with shipping timeline and tracking information over voice and chat.

Results

Calls routed to live agents have decreased by 60% YoY

Increased Agent satisfaction and Agent turnover decrease by 50%+

Notable decrease in customer escalations.

The Challenge

GoVets is an e-commerce platform with over 3 million products and 250,000 customers. They were faced with several growth-related challenges in their customer service operations in recent years.

With an exponential increase in the number of calls, chats, and tickets from customers, it became challenging to find and retain qualified customer service staff to support their growing volume.

The seasonal spikes in volumes put additional stress on existing staff, making it impossible to sustain their customer service operations efficiently. The company realized that they needed a solution to address this volatility, which was often related to very similar questions and use cases.

The Solution

In their quest for a flexible solution, GoVets was looking for a solution that could integrate with their existing technology stack and have a well-documented and sophisticated API interface.

They wanted a solution that could integrate with their implementation of Zendesk and have the flexibility to retrieve data from their e-commerce platform. After evaluating and having demos of several high-rated and well-known enterprise conversational AI vendors, GoVets chose Cognigy.AI based on the outstanding capabilities of the platform, the supporting documentation, and the sales/support staff surrounding the tool.

The chat- and voice agents based on Cognigy.AI handle all incoming customer requests with customers having the option to request and being forwarded to a live agent if needed.

The Impact

GoVets has noticed an immediate impact, they have experienced a 50% reduction in requests being handled by live agents in the first year. With their continued growth over the past year, their chat and call volume have decreased, enabling their customer support agents to spend more time addressing important issues, helping escalated customers, or spending more time with high-value customers.

The implementation of Cognigy has resulted in a decrease in chat and call volumes routed to live agents by 60% year over year, increased employee satisfaction, and a decrease in staff turnover rate by at least 50%. Agents report higher job satisfaction and can spend time on more important issues and high-value customers. As a result, the staff can also spend more time managing their Zendesk ticket queues and minimizing/preventing further customer escalations.

Zendesk Integration

E-Commerce Integration

Live Agent Handover

We firmly believe that Generative AI will have a transformative impact on customer service and are convinced that Cognigy is the right partner to maximize the use of Generative AI. For instance, use it for bot-building such as creating additional flows but also improving our customer-facing conversations.

Marc Bernard President @Veratics, Inc

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FMCG & Retail

Unique Conversational Experiences for Strengthened Brand Loyalty

Henkel AG

Henkel was looking for a way to help customers on any device, at any time, and in natural language. Cognigy.AI took customer relationship building to a new level.

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 Hohmann
Head of New Technologies @Henkel AG

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Travel & Logistics

The Conversational One-Stop-Shop that Helped Close a $18M Deal

Direct Travel

Recognizing the versatility of messaging apps like MS Teams and Slack, Direct Travel implemented a virtual assistant to offer all its services through these platforms. As a result, Cognigy.AI contributed to a major enterprise deal worth $18M, solidifying the company's position as a frontrunner in the industry.

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

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Public Services

Service Automation with Cognigy.AI for Smarter Cities

Smart City Duisburg

Smart City Duisburg Innovation Center deployed multiple bots to boost self-service options and deliver streamlined access to information on chat and phone lines.

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

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Technology

Reclaiming Agent's Time with AI-powered Voice and Chat Automation

Calen.ai

Calen.ai built a digital assistant that manages end-to-end appointment scheduling for customers. This frees up time for service agents to perform high-value work. Furthermore, it resulted in a growing customer base.

Smart Self-Service with AI-driven Appointment Booking via Voice and Chat

Calen.ai launched a virtual agent based on Cognigy.AI that handles the entire process of making appointments in natural language. With smart integrations, it updates relevant calendars and sends confirmations. This makes it personalized and intuitive which has led to high customer acceptance.

Key Highlights

8,000+

Responses covered by the Digital Assistant

End-to-End

Automated intelligent booking

200+

Hours saved per Agent per year

Irakli Beselidze

CEO and Founder @Calen.ai

For voice interfaces, Cognigy.AI is the best solution on the market in terms of integrations, flexibility, and ease of use. We plan to expand the capabilities even more as the platform has endless potential.

About Calen.ai

Calen.ai delivers AI and automation solutions

Use Case

End-to-end appointment management via phone and chat

Results

Smoother customer service experience

Improved booking process

Increased customer loyalty

The Challenge

Hotels, medical or wellness centers amongst many other service providers spend every day creating, changing, and canceling appointments with customers. This requires staff to be constantly available, not to mention it drains a great deal of their time.

Calen.ai was looking for a way to streamline and simplify the appointment management experience by creating a virtual assistant that helps businesses be available for their customers 24/7 and schedule appointments on their preferred channels without waiting, even during peak times.

To meet these requirements, Calen.ai needed a platform that could integrate well into all conversational channels (including voice). In addition, they needed a powerful NLU and built-in database with call logs to ensure ongoing training and optimization.

The Solution

Cognigy.AI was selected as their Conversational AI Platform after struggling with the limitations of Google DialogFlow’s NLU, which lacked accuracy. DialogFlow had no in-built database and more limitations in terms of integrations and flexibility.

In just two weeks, they were able to build a professional virtual agent with Cognigy.AI.

The digital assistant handles the entire conversation, enabling customers to choose appointment times which best suit them as well as answer their questions, collect customer information and update the calendars for all parties, finally sending out a confirmation.

The solution is infrastructure agnostic and seamlessly integrates into the IT landscape of different businesses. Moreover, it communicates over all channels and is customized to the business’s tone of voice and preferences to ensure a unique experience for the user.

The Impact

Businesses that implemented Cognigy.AI were able to grow their customer base by increasing appointments while simultaneously saving time and resources. Service agents focused their time on higher-value customer-facing duties and were freed from tedious calendar management and appointment scheduling.

Backend-Integration

Smart Voice Assistant

Omnichannel Experience

“With Cognigy.AI the assistant leads human-like conversations and has a great voice quality and high ability of speech understating. Cognigy.AI gives us the ability to build world-class conversational experiences.”

Irakli Beselidze, CEO and Founder @Calen.ai

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Finance

600% Revenue Increase for CRMG Months after Cognigy.AI Implementation

CRMG

CRMG uses Cognigy.AI to reach their customers, resulting in a 200% monthly growth in their first quarter, more engaged customers, and virtual agents handling 20,000 calls daily serving 200,000 customers monthly.

“I want to talk to a bot” – or how CRMG disrupted its industry with Cognigy.AI

Cognigy.AI has helped CRMG establish a mature customer service automation exactly the way that they had envisioned. Today, they serve 200,000 customers a month with three live agents. This means the virtual agent does the job of around 1,000 human agents.

Key Highlights

+20,000

calls per day

600%

revenue increase in
3 months

30

languages

Cognigy.AI is the best customer service automation platform on the market. We have investigated the competition carefully and were convinced by the Cognigy.AI solution as the AI structure is pre-made and easily integrated into our CRM. Since serving our customers with Cognigy.AI we have experienced massive successes and overperformed in every aspect.

David Morgan

CEO and Chief Information Officer @CRMG

About CRMG

CRMG, LLC strives to provide first-class technology solutions that empower consumers to manage their accounts online.

Headquartered in Buffalo, NY USA.

Cognigy Use Case

AI-powered customer service automation over phone and webchat

Results

10x faster market growth through Cognigy.AI

Virtual agents serve 200,000 customers a month

Workforce equivalent of 1,000 human agents

The Challenge

CRMG planned to revolutionize the industry of debt collection. The idea was to have debt collection as-a-service and standardize the payment process. David Morgan, CEO and Chief Information Officer explains: “Financial literacy is rarely taught in school, if at all. It is very discomforting to receive a call from a debt collector – people feel judged.”

CRMG’s vision was to serve customers in a better way: to give them the ability to self-control their debt payment, and by putting conversational AI upfront, let customers choose their preferred payment plan online or over the phone.

CRMG tried using Google and IBM to build their desired use case, but the solutions did not meet CRMG’s vision – still, they believed the technology was available and continued their search until discovering Cognigy.

The Solution

By implementing Cognigy.AI as their conversational AI platform, CRMG was able to carve out the use case as visualized.

David Morgan explains: “Having the AI-in-the-box approach, which is offered by Cognigy, is a brilliant idea and sets Cognigy.AI apart from the rest. All we had to do was look into the data fields and relay information, the rest is the technology.”

The CRMG bot conducts outbound calls, sends out emails and phone messages and is available over live chat online.

Customers accept it very well, engage with the bot naturally and decide on their own terms how much and when to pay back. This gives people the control they were lacking with the classic model of debt collection. CRMG’s unique approach is to give the customer full transparency and online insights in their payment plans, over the phone or webchat which is available in 30 languages.

The Impact

CRMGs virtual agents process more than 20,000 calls a day, serving 200,000 customers a month. Normally, this volume would require 1,000 human agents to support. Customers engage with the bot more easily and settle their payments faster. CRMG was able to grow 200% every month in their first quarter as a Cognigy customer.

The biggest achievement for David Morgan is that technology-driven debt collection has had a positive effect on an industry that is normally negatively associated. Customers are thankful to be able to talk to a robot and this increases their engagement and overall attitude.

The virtual agents are also constantly improving, with calls decreasing from six minutes to two minutes through effective machine learning.

Secure Voice- and Chatbots

30 Languages on Webchat

Constant Machine Learning

Virtual Agents equivalent to 1,000 Live Agents

“With Cogniy.AI we are able to mirror human behavior and address customers in natural language. Therefore, we have scaled in this industry so fast and effectively, reaching benchmarks and new heights within two years that otherwise would take 10-20 years to reach.”

Joseph Tomasello
Principal Chief Operating Officer
&
David Morgan
CEO and Chief Information Officer

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Technology

Automated Customer Support with fully integrated Knowledge Base

Kofax Limited

Kofax uses Cognigy as an enhanced search engine for its knowledge base and leverages cutting-edge natural language understanding.

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 Pilman
Director of Technical Support Operations @ Kofax

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Finance

Superb Banking Services via Phone and Chat with Cognigy.AI

Rentenbank

Rentenbank's digital assistant understands 90% of user intents and conducts thousands of successful conversations, and thus, provides complex information in a simple yet intuitive way.

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.

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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Utilities

Frictionless Self-Service for Salzburg AG's 24k+ Customers

Salzburg AG

LEA stands for Learning Electronic Assistant. She delivers self-service and interacts with customers over different channels with voice and text.

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

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Healthcare

Streamlined Sales Process with Voice bot CRM Integration

NASDAQ-listed Biotech Pioneer

Find out how a large pharmaceutical company relies on Cognigy.AI to assist its sellers and introduce a new product in a race against time.

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.