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.

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Key Highlights

70%

Automation

100K

Bot Conversations per month (2021/2022)

30+

Bots Live (Chat & Voice)

Nikolai Berenbrock
Nikolai Berenbrock

Head of Conversational Experiences @E.ON

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Through Cognigy.AI, we can reduce the workload of our customer service departments and reduce our cost at the same time.

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About E.ON

E.ON is one of the largest and most well-known energy networks and infrastructure operators in Europe. 

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Fast Facts

75,000 Employees
50M+ Customers
Represented in 15 countries across Europe
Headquartered in Germany

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Use Case

30+ conversational AI solutions, voicebots and assistants (e.g., Google Home/Alexa) as well as chatbots (e.g., WhatsApp, Facebook Messenger)

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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.

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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.

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Catalina
Stefania-Catalina Baincescu

Technical Lead Conversational Experiences @E.ON

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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. 

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30+ Conversational AI Solutions

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100K Conversations per Month

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2022 CogX Awards Winner

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“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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