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