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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.
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

SEE STORY

Automotive

TOYOTA

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

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

SEE STORY

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.

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

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

Healthcare

Virgin Pulse

Virgin Pulse's AI Agent achieves a 40% Containment Rate within one month after going live

From Standard to Superb:Virgin Pulse Achieves 40% Containment Rate with AI

Virgin Pulse's Member Services team sought to revolutionize support through a fully trained AI Agent. As a first step, they focused on seamlessly integrating with Zendesk LiveChat, impeccable UX design, and deployment across multiple platforms. This yielded impressive results, marking a pivotal shift in member support within just a month of deployment.

40%

Containment Rate

97%

Intent Score

Zendesk

Augmentation

Ivana Suljetovic, Senior Front Line Manager, Virgin Pulse

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

About Virgin Pulse

Global health engagement company that empowers members to get and stay healthy while helping organizations optimize investments in their people

18M+ Members
190 Countries
3K Employees

Use Case

Streamlined Customer Support

Zendesk-Integration

File-Upload

Live Agent Handover

Results

97% Intent Score

40% Containment Rate

Automated Ticket Creation

Watch Now: Virgin Pulse Takes You Through Their Journey

The Challenge

Virgin Pulse's Member Services team is globally active and present on 3 support channels – email, phone, and chat. To back up General FAQ they relied on a keyword-recognition bot to provide customers with answers to common or individual questions. They reached a containment of 3% and wanted to improve this with a fully trained AI Agent fulfilling these three main factors:

1. Integrating the Cognigy AI Agent with Zendesk LiveChat, giving all information to the user within the chatservice – without using third-party links to other pages

2. Great UX, ensuring easy and intuitive navigations and dialogues to ensure a smooth experience

3. The AI Agent needed to be deployed on four different services - on the member page, login page, enrollment page, and Zendesk Help Center page and deliver the same features.

The Solution

Virgin Pulse implemented a fully automated AI Agent equipped with the capability to discern member intents and provide answers sourced from articles on the Zendesk Help Center.

Virgin Pulse's approach ensured a hands-off maintenance process for user questions, orchestrated through automated pipelines tasked with fetching, converting, and uploading new articles from Zendesk. Comprising 29 different topic areas, the AI Agent boasted an impressive average Model accuracy score of 97%.

Additionally, the AI offers ticket creation and seamless transition to live agents. Virgin Pulse's strategy is that behind the scenes, the AI Agent is set-up in a way that it is easy to maintain and update to bolster user-friendliness. For training the AI Agent in as efficient and fast as possible, Virgin Pulse used the power of LLMs (GPT4).

The Impact

In just over a month, the AI Agent solution implemented by Virgin Pulse has yielded a containment rate of approximately 40% increasing more than 10 times compared to the previous solution, marking a significant milestone in enhancing member support. This success translates into improved assistance from Member Services agents and a more efficient interaction experience for members compared to the previous system. Additionally, the AI Agent increased tremendously in popularity, doubling in user sessions – from 12K to 30K, acting as a further testament to usability and value add. Feedback from internal stakeholders and members alike reflects overall satisfaction with the AI Agents performance. As this marks the initial version of the AI, Virgin Pulse envisions further extensions and phases of development, laying the groundwork for advancing support services to members also over new channels like phone.

For their well-trained AI Agent and efficiency gains in just 1 month, achieving a clear ROI in a short time, Virgin Pulse won the Newcomer Champion Award 2024 from Cognigy.

Ticket-Self-Service

UX Enhancement

Zendesk-Integration

Cognigy is integral to maintaining our exceptional service across all channels, making it a critical part of our infrastructure. Antonio Dujmovic - Manager, Engineering, Virgin Pulse

SEE STORY

Manufacturing

BOSCH

Bosch augments the human workforce with over 90 AI Agents

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

SEE STORY

Healthcare

BAYER

Bayer's AI Agent is integrated into Microsoft Teams, delivering instant and accurate answers in 8 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

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

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.

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

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

FMCG & Retail

Henkel

20 AI Agents Handle 2M+ 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 Hohmann
Head of New Technologies @Henkel AG

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

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

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

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 Pilman
Director 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

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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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.

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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"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