GoVets has noticed an immediate impact, they have experienced a 50% reduction in requests being handled by live agents in the first year. With their continued growth over the past year, their chat and call volume have decreased, enabling their customer support agents to spend more time addressing important issues, helping escalated customers, or spending more time with high-value customers.
The implementation of Cognigy has resulted in a decrease in chat and call volumes routed to live agents by 60% year over year, increased employee satisfaction, and a decrease in staff turnover rate by at least 50%. Agents report higher job satisfaction and can spend time on more important issues and high-value customers. As a result, the staff can also spend more time managing their Zendesk ticket queues and minimizing/preventing further customer escalations.