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.


Key Highlights


Customer Service Bots


Conversations per Year


Average Handling Times


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

Product Manager "Digital Assistants" @Lufthansa Group Hub Airlines | Austrian, Lufthansa, SWISS

Nick Allgaier shares his experience and gives valuable insights on how you can make your conversational AI project successful.


About Lufthansa

Lufthansa Group operates worldwide and is the largest airline in Germany with over 105K employees.

Lufthansa is one of the founding members of the world's largest airline alliance known as Star Alliance.


Use Case

  • 16+ AI-powered virtual agents for customer service

  • Available on FB messenger

  • Live-Chat integration

  • Multi-Lingual



  • 10M+ conversations p.a.

  • Handles 10K+ concurrent conversations

  • Decreased average handling times

  • Improved customer experience


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 service 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.

Lufthansa Chat

The Impact

Ten thousand customers a day and over ten 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.



10M+ 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

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