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.