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
