Hero Header-Customer Stories (1)

Cognigys KI-Champions

Airlines

Lufthansa Group

KI-Agenten bearbeiten 16 Mio. Kundeninteraktionen pro Jahr, bei hoher Auslastung bis zu 375.000 täglich

call center automation, service automation, customer-facing bots, Facebook

 

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.



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

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

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

About Lufthansa

Lufthansa Group operates worldwide and is the largest airline in Germany. Lufthansa is one of the founding members of the world's largest airline alliance known as Star Alliance.
logging-icon
Fast Facts

110,000+ Employees
EUR 13.5B revenue in 2020
220 Destinations
532 Subsidiaries and affiliated companies

agents-icon
Cognigy Use Case
16+ AI-powered virtual agents for customer service
Available on FB messenger
Live-Chat integration
Multi-Lingual

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 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.


The impact

Ten thousand customers a day and over one 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.

1M+ 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

Want the same success with Cognigy.AI?

Leverage the power of Conversational AI
Serve customers and employees 24/7 on any channel
Provide better services at lower costs

CUSTOMER STORY LESEN
Retail & eCommerce

Mister Spex

KI-Agent verkürzt Anrufzeiten um 30 Sekunden, ersetzt IVR, automatisiert Authentifizierung und erreicht Routing-Genauigkeit von über 96%

 

Elevating CX in eCommerce:AI Agent Reduces Call Times and Optimizes Parcel Tracking

Mister Spex, Europe's leading digitally-driven omnichannel online optician serving over 7 million customers across 10 countries, has revamped its customer service strategy by integrating an AI Phone Agent with Cognigy.  This transition goes beyond simple operational improvements, representing a significant achievement in customer service by automating a challenging communication channel—phone interactions. 

 

 

70%

Caller Verification Rate

30

Seconds Saved per Call

WISMO

Where Is My Order-Automation

 

 
 
 

Rose Schenk, Head of Service Excellence @Mister Spex

 

Our C-Level executives, agents, and customers alike have embraced the AI Phone Agent solution and acknowledge the positive impact on customer experiences. The results are excellent and achieved in just a 3-month window after Go-Live.

 

 

 

About Mister Spex

Mister Spex is the leading digitally-driven omnichannel online optician in Europe.

7M+ customers
10+ countries

 

Use Case

Mister Spex's AI Agent:

- Verifies customers over the phone
- Answers fully automated questions around whereabouts of parcels (WISMO)
- Sends out follow-up emails
- Is connected to CRM to retrieve knowledge 
- Forwards calls to the right agents, according to customers intent

 

Results

70% caller verification rate

30 seconds saved per call

Where is My Order-automation

 

 

The Challenge

 

 

Despite Mister Spex’s robust forecasting model for incoming calls based on historical data, trend analysis, and product-related marketing initiatives, they persistently faced the challenge of unpredictable peak times and agent shortages due to unforeseen factors like sick leave. Consequently, the customer excellence team recognized that managing high call volumes, resulting in extended hold times did not align with their customer-centric approach. The decision to automate the phone channel, aimed at improving customer service efficiency, alleviating agent workload and enhancing customer satisfaction.

The choice to kickstart automation with a Cognigy AI Agent on the phone channel was a carefully considered move. Mister Spex acknowledged that automating an existing channel was more promising than introducing an entirely new form of communication. Additionally, data revealed that a significant portion of incoming calls revolved around simple inquiries, with a third related to "Where is my Order (WISMO)." Mister Spex strategy was to automate routine questions by having an AI Agent welcome every customer calling in.

 

 

The Solution

The implementation of an AI Agent trained on common customer inquiries over the phone empowered Mister Spex to replace the entire IVR logic and beyond. The objective was to route customers to the appropriate specialized agent team based on their inquiry and automate the most common questions.

The AI Agent initiates customer verification by asking numeric questions, such as house number and postal code, minimizing errors compared to name or email verification over the phone.

After verification, the AI seamlessly connects to the CRM to retrieve order status. This eliminates the need for human intervention and enables accurate responses to customer inquiries regarding their packages. The AI's capabilities extend to automatically sending out an email with the same information, as well as a tracking number if available, ensuring a seamless follow-up.

The AI Agent therefore efficiently handles WISMO cases and takes over the customer ID&V, intelligently routing other cases to the relevant contact center agent. Thus, reducing the workload on the customer service team and ensuring that customers are directed to the right expert teams. Behind the scenes, Cognigy's AI Agent is seamlessly integrated with Genesys, a call center technology provider, and Microsoft, as CRM solution.

 
 

The Impact

Mister Spex’s AI phone automation has yielded significant improvements in customer service operations. Over 70% of verifications are now seamlessly handled by the AI Agent, streamlining the authentication process. The AI Agent autonomously manages more than 50% of WISMO inquiries, providing quick and accurate updates on orders. Agent efficiency has notably improved, saving up to 30 seconds on every call, and enhancing overall customer service responsiveness. Functional reporting, with transcripts of every call, allows for immediate identification and correction of routing errors, ensuring a smooth customer interaction process. Future plans include expanding the AI Agent’s capabilities to cover cancellations and issue return labels, promising a broader range of automated functionalities. The planned introduction of Agent Assist/Cognigy AI Copilot aims to provide additional support and even more efficiency to the customer service team.

 
 
 

Automated WISMO

Decreased Hold Times

Intelligent Routing

 

We are convinced this innovative customer service approach is the future. We will continuously train our AI Agent to expand its capabilities in both customer and employee service, embracing the era of AI-driven experiences.

Maik Genseburg, Team Lead Service Operations @Mister Spex

 

 
 
CUSTOMER STORY LESEN
Automotive

TOYOTA

KI-Agent vereinbart Werkstatttermine  proaktiv und automatisch mit 98% Kundenzufriedenheit

CUSTOMER STORY LESEN
Energie & Versorgung

Salzburg AG

Salzburg AGs KI-Agent „LEA" spart 30.000 Anrufe jährlich mit 89% Nutzerzufriedenheit.

CUSTOMER STORY LESEN
Manufacturing

BOSCH

Die Bosch-Gruppe ist ein international führender Technologiekonzern mit 400.000+ Mitarbeitenden in über 60 Ländern.

CUSTOMER STORY LESEN
FMCG & Retail

Henkel

Henkel stärkt Kundenbeziehungen und Markentreue durch automatisierte Kundeninteraktionen mit KI-Agenten von Cognigy.

CUSTOMER STORY LESEN
Load more stories

Customer Stories

    Choose your industry
    • Automotive
    • E-Commerce
    • Finance & Insurance
    • FMCG & Retail
    • Healthcare
    • Manufacturing
    • Public Services
    • Technology
    • Telecommunications
    • Travel & Logistics
    • Utilities
search
Utilities

E.ON

E.ON reaches 70% Automation with AI Agents on Chat and Phone for 50M+ customers

 

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.

Key Highlights

70%

Automation

100K

Bot Conversations per month (2021/2022)

30+

Bots Live (Chat & Voice)

 

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

 

About E.ON

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

Fast Facts

75,000 Employees

50M+ Customers

Represented in 15 countries across Europe

Headquartered in Germany

Cognigy Use Case

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

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.

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.

Stefania-Catalina Baincescu

Technical Lead Conversational Experiences @E.ON

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.

 

30+ Conversational AI Solutions

100K Conversations per Month

2022 CogX Awards Winner

Human-Agent-Hand-Over

“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

READ STORY
Travel & Logistics

Frontier Airlines

AI Agent Increased NPS and Reached Historical Low in AHT, Handling 800K Conversations a Month

How Frontier'sAI Agent increases the NPS

Frontier Airlines recently made a bold move, turning off its telephone customer service in favor of exclusively handling interactions via chat with the support of an AI Agent. This strategic decision not only increased operational efficiency but also contributed to remarkable advancements in customer service. Achieving a 15% to 30% annual growth while maintaining cost efficiency, Frontier experienced a transformative shift in passenger interactions with the implementation of Cognigy’s AI Agent for travel.

 

 

800K

Conversations per month via the AI Agent

Higher NPS

Compared to phone line and historical low in AHT

 

 
 
 

Leonardo Declich, Director CX Transformation @Frontier Airlines

 

Cognigy's AI Agent has exceeded our expectations, taking the lead in our customer communication. It manages multiple chat conversations at once, allowing us to handle the challenges of annual growth and operational fluctuations with ease. 

 

 

 

About Frontier

Frontier offers Low Fares Done Right®, connecting 100+ destinations with ultra-low-cost service.

25M+ passengers p.a.
5K+ employees

 

Use Case

Frontier’s AI Agent:

- Validate reservations and provides quick links to make reservation changes
- Answers baggage inquiries
- Manages refunds
- Hands over to live agents on chat
 

Results

Increased NPS
with Cognigy's AI Agent

Cost-efficient
contact center

Increased contact resolution rate

 

 

Watch Now: Frontier Airlines Director of CX Transformation discusses their decision to ditch telephone customer service

The Challenge

 

 

Frontier Airlines encountered multifaceted challenges amidst its their impressive annual growth rates of 15% to 30%. Staffing contact centers proved difficult, especially with the intricate task of keeping agents' content amid expansion. Traditional phone lines, limited to one conversation per agent, posed constraints during peak times, exacerbating the strain on customer service operations.

The inherent limitations of traditional phone-based support became apparent during Frontier's peak periods and irregular operations. Managing contact center staffing was already a complex task, especially when experiencing growth. This challenge become even more intensified during these times. Agents, limited to handling one conversation at a time on the phone, struggled to manage the influx of customer inquiries efficiently.

 

The Solution

 

 

In search of a solution that could address the companies specific needs, Frontier Airlines implemented an AI Agent powered by Cognigy. The AI Agent efficiently validates reservations and provides quick links to make reservation changes seamlessly, addresses inquiries about baggage, processes refunds, and hands over to live agents on chat when necessary.

The introduction of an AI chat agent became the catalyst for overcoming Frontier's challenges. The AI Agent's capacity to engage in hundreds or even thousands of conversations simultaneously revolutionized customer service operations. This not only addressed the difficulties in staffing and agent satisfaction but also provided an instantaneous and efficient solution to customer queries. This also aligned perfectly with Frontier's commitment to delivering exceptional service amid growth and operational fluctuations.

 

The Impact

Frontier Airlines witnessed a notable transformation in its customer service operations. The implementation of the AI Agent resulted in a substantial increase in Net Promoter Score (NPS), indicating improved customer satisfaction. The contact center also became more cost-efficient, adapting to the airline's growth. Additionally, the contact resolution rate saw a significant boost, solidifying Frontier's commitment to providing top-notch service.

 

Chat Self-Service

Increased Customer Satisfaction

Chat Handover to agent

"With the AI Agent managing customer inquiries, we saw a rise in our NPS score and a reduction in our AHT compared to providing support through our phone channel. In fact, our average handling time is currently at its historical low, at least in the last five to six years."

Leonardo Declich, Director CX Transformation @Frontier Airlines

 

READ STORY
Healthcare

Virgin Pulse

Virgin Pulse's AI Agent Achieves a 40% Containment Rate within one Month after Going Live

From Standard to Superb:Virgin Pulse Achieves 40% Containment Rate with AI

Virgin Pulse's Member Services team sought to revolutionize support through a fully trained AI Agent. As a first step, they focused on seamlessly integrating with Zendesk LiveChat, impeccable UX design, and deployment across multiple platforms. This yielded impressive results, marking a pivotal shift in member support within just a month of deployment.

40%

Containment Rate

97%

Intent Score

Zendesk

Augmentation

Ivana Suljetovic, Senior Front Line Manager, Virgin Pulse
 

Cognigy's cutting-edge technology has transformed our customer support, achieving an impressive 40% containment rate within a single month.

About Virgin Pulse

Global health engagement company that empowers members to get and stay healthy while helping organizations optimize investments in their people

18M+ Members
190 Countries 
3K Employees

Use Case

Streamlined Customer Support

Zendesk-Integration

File-Upload

Live Agent Handover

Results

97% Intent Score

40% Containment Rate

Automated Ticket Creation

Watch Now: Virgin Pulse Takes You Through Their Journey

The Challenge

Virgin Pulse's Member Services team is globally active and present on 3 support channels – email, phone, and chat.  To back up General FAQ they relied on a keyword-recognition bot to provide customers with answers to common or individual questions. They reached a containment of 3% and wanted to improve this with a fully trained AI Agent fulfilling these three main factors:

1. Integrating the Cognigy AI Agent with Zendesk LiveChat, giving all information to the user within the chatservice – without using third-party links to other pages

2. Great UX, ensuring easy and intuitive navigations and dialogues to ensure a smooth experience

3. The AI Agent needed to be deployed on four different services - on the member page, login page, enrollment page, and Zendesk Help Center page and deliver the same features.

The Solution

Virgin Pulse implemented a fully automated AI Agent equipped with the capability to discern member intents and provide answers sourced from articles on the Zendesk Help Center.

Virgin Pulse's approach ensured a hands-off maintenance process for user questions, orchestrated through automated pipelines tasked with fetching, converting, and uploading new articles from Zendesk. Comprising 29 different topic areas, the AI Agent boasted an impressive average Model accuracy score of 97%.

Additionally, the AI offers ticket creation and seamless transition to live agents. Virgin Pulse's strategy is that behind the scenes, the AI Agent is set-up in a way that it is easy to maintain and update to bolster user-friendliness. For training the AI Agent in as efficient and fast as possible, Virgin Pulse used the power of LLMs (GPT4).

 The Impact

In just over a month, the AI Agent solution implemented by Virgin Pulse has yielded a containment rate of approximately 40% increasing more than 10 times compared to the previous solution, marking a significant milestone in enhancing member support. This success translates into improved assistance from Member Services agents and a more efficient interaction experience for members compared to the previous system. Additionally, the AI Agent increased tremendously in popularity, doubling in user sessions – from 12K to 30K, acting as a further testament to usability and value add. Feedback from internal stakeholders and members alike reflects overall satisfaction with the AI Agents performance. As this marks the initial version of the AI, Virgin Pulse envisions further extensions and phases of development, laying the groundwork for advancing support services to members also over new channels like phone.

For their well-trained AI Agent and efficiency gains in just 1 month, achieving a clear ROI in a short time, Virgin Pulse won the Newcomer Champion Award 2024 from Cognigy.

Ticket-Self-Service

UX Enhancement

Zendesk-Integration

 Cognigy is integral to maintaining our exceptional service across all channels, making it a critical part of our infrastructure. Antonio Dujmovic - Manager, Engineering, Virgin Pulse
READ STORY
Finance

Humm Group

AI Agent Decreased the AHT by 15% and Resolves 50% of Inquiries Autonomously
READ STORY
Technology

BICS

The WeChat AI Agent Translates in Real Time for Chinese customers and is Integrated with Salesforce

BICS introduces a WeChat AI Agent for its customers in China, developed with Cognigy, translating Chinese inquiries for English support teams, and overcoming regulatory and privacy challenges.

 

 

Real-Time

Translation (English-Chinese)

Increased

User Satisfaction

Tech

Breakthrough

About BICS

BICS is a leading global communications platform company, connecting everything, everywhere.

Carrying 6.8 billion messages around the world & 7 billion voice calls per annum
€1B+ Revenue

 

 

BICS AI Agent

Is Available on WeChat for BICS’ Chinese Customers
Offers Real-Time Translation (English-Chinese)
Breaks Languages Barriers for Customer Support Team

 

Results

Extended Support Solution

WeChat as New Automated Channel

Increased Customer Satisfaction

 

 

 

Malcolm Chan, Senior Vice President, Enterprise, Asia Pacific at BICS

 

This is a significant enhancement to the user experience for our Chinese customers, it not only tailors our chatbot services, available in most other markets, to the region but also meets our customers where they are.

 

The Challenge

 

BICS, a global communications enabler, aimed to extend its seamless customer support experience to Chinese users through WeChat, facing unique challenges.

WeChat's complex API integration and stringent privacy measures, including restrictions on UI modifications, presented obstacles.

The need for innovative solutions to conduct identification checks within WeChat's limitations added complexity to the project.

 

The Solution

 

To overcome these hurdles, BICS devised a novel approach. An intermediary layer was onboarded to navigate WeChat's API intricacies and seamlessly integrate with Cognigy and Salesforce.

This solution allowed for effective communication between WeChat users and BICS support, overcoming UI and legal restrictions. Furthermore, BICS implemented its own secure SMS/OTP solution for identity verification, addressing WeChat's privacy constraints.

The team successfully extended their existing Support Center solution, originally designed for webchat and WhatsApp, to include WeChat.

 
 

The Impact

The implementation of the BICS WeChat AI Agent has revolutionized customer support for Chinese users. Now, customers can effortlessly connect with BICS through their preferred WeChat platform, conducting support interactions in their native language. The success is measured by the streamlined support cases handled via WeChat and enhanced user experience. This solution has not only addressed the technical challenges but has also ensured compliance with WeChat's regulations, making it a pivotal achievement for BICS in serving its expanding Chinese customer base.

For this trailblazing move, BICS was honored by Cognigy with the Tech Champion Award in February 2024, marking a significant milestone in its commitment to innovative and effective customer communication solutions.

 
 

AI on WeChat

 

Real-Time Translation

 

Salesforce Integration

 
We are proud that our Chinese users can easily make queries in their mother tongue while accessing BICS’ global support team, made possible by recent advances in Generative AI and the excellent support and platform from Cognigy serving as foundation.

Malcolm Chan, Senior Vice President, Enterprise, Asia Pacific at BICS



 
 
READ STORY
Telecommunications

Mobily

AI Agents on 8 Social Channels resulted in 99.5% Faster Response Times at Contact Centers

Mobily is seeing response times of just 6 seconds compared to 20 min at their contact centers and has witnessed a notable increase in customer satisfaction since implementing the conversational AI of Cognigy.AI.

Mubarak Alharbi

Digital Experience General Manager @Mobily

"Using Cognigy as our conversational AI platform within Mobily has helped us to build one unified conversational AI that is linked directly to eight channels. This has minimized the development efforts, increases the time to market, and helps us to gain higher customer satisfaction rates overall."

About Mobily

Mobily is one of the largest wireless networks, providing coverage in Saudi Arabia, as well as the region. Additionally, it is one of the largest data center systems worldwide.

Fast Facts

Industry: Telecommunications
Headquarters: Saudi Arabia
Customers: 1.2 Mio
Revenue: US$ 3.9B
Employees: 4,300

Cognigy Use Case

Customer-facing bots on 8 channels with integration into Internal systems, and employee bots enabled on MS Teams and integrated into service desk and HR systems

Result

First response time to the customers decreased from 20 minutes to 6 seconds.
Automated self-service and payments through social channels.
Increase in customer satisfaction.

The challenge

The telecommunications sector is exposed to rapid product innovation, some tough competition from other major players in the industry, and ever-increasing consumer demands. In 2004, Mobily launched its mobile services with one clear vision: to be ahead of time and to unlock possibilities that had never been seen before.

To secure its success and live up to its vision, Mobily sought to gain an understanding of the power of conversational AI and the need for automation as a key factor in customer experience.

The goal was to minimize answering times for customers and lighten the burden on their contact centers. General Manager of Digital Experience at Mobily, Mubarak S. Alharbi, and his team took on the project of finding the right platform for this challenge.

The priority for automating was to find a platform that easily integrated and enabled business units to build their own solutions, independent from IT, plus to have the possibility to expand it to various channels.

 

The solution

 

Mobily chose Cognigy.AI because it offers a scalable and modern architecture that helps to easily integrate it with existing systems, build customer-facing bots as well as bots for internal uses.

“What we liked most about Cognigy.AI was the connectors and low-code capability that it offers, which allows the CX team to build the conversations by themselves without the need for heavy IT involvement. This leads to a faster time to market, and the ability to release more services and conversations”, says Mr. Alharbi.

Today the virtual agent is present on multiple channels through a connection to the engagement platform Sprinklr, which has been extended to various social channels. The bot hands over conversations when necessary to the human agents and provides them with all contexts from the previous dialogue. The human agents can then continue the conversation and give the dialogue back to their virtual colleagues at any given time.

After experiencing such success, Mobily decided to build virtual assistants to help their employees and free them from putting time into service desk tickets. At Mobily employees can chat with their virtual colleagues over MS Teams to ask any questions they would normally address to the service desk.

 
 

The impact

Mobily offers automated self-services based on Cognigy.AI to its 1.2 million subscribers over social channels (Twitter, WhatsApp, Apple Business Chat). The virtual agent picks up any inquiry in around 6 seconds and reduces first response times significantly from before 20 minutes. The bots take over various services for customers such as billing, balance information, and data usage inquiries. Customers can also subscribe, change subscriptions, buy add-ons, make payments and even recharge their credits using apple pay and credit card. Furthermore, the bots handle feedback, complaints, and FAQs. Mobily has elevated its customer experience and gained valuable insight into customer behavior while reducing costs and overload in contact centers, and at the same time has successfully increased the quality of the conversations which are still conducted by human agents.

 
 
 

Available on 8 social channels

 

Integrated Payment-System

 

Increased customer satisfaction

 

Self-Service functionalities

 

 “Mobily also enables the human agents to hijack the conversation, if they feel they could add value, as they can follow along with any conversation. This elaborate human agent support changes the professional landscape of contact centers completely, as they can focus on increasing the quality of the conversations rather than juggle the masses.”

READ STORY
Public Services

Smart City

Five AI Agents Boost Citizen Self-Service Options and Cut Call Volume in Public Service

Harnessing the power of AI-solutions, the Smart City Duisburg Innovation Center is shaping the city of tomorrow. Cognigy.AI complements the needs and goals of the Smart City of Duisburg. The solution boosts self-service options and delivers more streamlined access to information.

 
Key Highlights

6 bots

Deployed in 1st year

Voice UI

For power metering services 

1000+

Subject areas covered

 
 
Stefan Soldat

CEO Duisburg-IT, Head of IT @DVV

Utilizing Cognigy.AI with chat- and voice bots guarantees our citizens´ inquiries are streamlined and handled with the utmost quality. This consistency ensures a positive customer service experience. 

  

Watch how Cognigy.AI is fundamental for enhanced public services across the city and how it makes everyday life easier.

 

 

About SIDC

The Smart City Duisburg Innovation Center is a think tank that researches, supports, and evaluates prototypes for innovative smart city solutions. SCDIC encompasses a local partner network of research institutes, start-ups, established companies, other organizations, and citizens. 

 

Use Case

E-Government self-service 

Transactional voice bots 

 

Results

Empowered employees 

Frictionless transactions 

Omnichannel services 

 

The Challenge

 

The City of Duisburg fields a large volume of emails and phone calls from citizens that inquire about services and day to day concerns. These inquiries cover a large range of questions and issues that are universal to all citizens. 

High volume is not the only challenge. The City of Duisburg also struggles in acquiring qualified personnel to offer high quality customer support services. 

Ensuring availability in supporting citizens drains time from public service employees and negatively impacts the quality of service. 

 

The Solution

 

Within the first year, the City of Duisburg deployed 6 bots, amongst them internal digital assistants that support employees in HR matters and unburden the IT service desk.  

In addition, Duisburg expanded its solution with external bots for citizens. The public utility department developed a voice bot for metering services. Customers report their meter readings to a phone bot. The solution is directly connected to SAP and ensures all data is processed securely.  

Cognigy.AI proved to match well as a solution because of the low-code approach that empowers service employees to create and maintain their own bots. Additionally, the high integration capabilities into several backend systems proved to be essential for the City of Duisburg. 

 
 

The Impact

The deployment of AI-powered virtual agents has substantially improved accessibility to information and frictionless availability of transactions for citizens, while significantly reducing the workload of municipal employees.

SCDIC is a frontrunner through implementing varied self-services for citizens on web, phone and social media channels. A center of excellence will further maximize the impact of conversational AI technology across institutions. 

 Transactional Self-Service
 

Digital Voice Assistant

 

SAP-Integration

 

“The technical possibilities are enormous without constraint, as Cognigy.AI integrates with a vast array of backends and systems. Teaming up with Cognigy ensures that citizens access many different public services via self-service in the future, even via social media” 

David Hoffmann Head of Digital Innovation and Transformation @WBD

 
 
READ STORY
Travel & Logistics

Direct Travel

AI Agent has Integrations with Salesforce, MS Teams and Slack with High User Acceptance

Cognigy.AI Propels Direct Travel to the Forefront of the Industry

As a premier provider of travel management services, Direct Travel is constantly seeking ways to enhance the customer experience. Recognizing the growing trend of individuals preferring to conduct business through messaging apps, Direct Travel made the strategic decision to integrate a virtual assistant into popular platforms like MS Teams and Slack and other enterprise level collaboration platforms.

Key Highlights

Self-Service

Automation

Teams & Slack

Integration

Live-Agent Handover

Darryl Hoover

CTO @Direct Travel

Forrester research suggests that over two-thirds of people offered a self-service option will take advantage of it. We selected Cognigy.AI to bring our vision of abundant self-service automation for our customers to fruition. Cognigy.AI has proven to be the perfect fit for our enterprise needs and has enabled us to deliver a truly exceptional customer experience.

About Direct Travel

Direct Travel is a leading corporate travel management company.

Fast Facts

1,400+ Employees
$5.8+ Billion Revenue

Headquartered in Denver/CO USA

Use Case

Contact Center Integration 

A fully automated chat solution for use in MS Teams, Slack and other enterprise collaboration platforms.

Results

Increased Automation

Increased Self-Service

Increased Productivity

The Challenge

As a company with a long history of prioritizing automation, Direct Travel understood the potential for implementing Conversational AI to enhance the customer experience through their traveler journey.

Initially experimenting with Google DialogFlow, they soon realized that they needed a more versatile solution that could be integrated into any channel, including telephony, and their customer relationship management (CRM) system.

The Solution

After careful consideration, Direct Travel chose Cognigy.AI for its advanced integration capabilities, allowing them to quickly and easily implement a virtual agent named Simon, who can be accessed through popular messaging platforms like MS Teams and Slack.

Additionally, by integrating Cognigy.AI into their contact center, Direct Travel is able to provide customers with the option to be transferred to a live agent at any point during their dialogue with Simon, further improving the overall customer experience.

The Impact

The adoption of this innovative technology demonstrates Direct Travel's commitment to staying at the forefront of the industry and meeting the evolving needs of its clients. The implementation of Cognigy.AI has proven to be a significant competitive advantage for Direct Travel.  By meeting customers where they are, Cognigy.AI enables Direct Travel to advance their digital transformation strategy, ultimately enhancing the customer experience.

RingCentral Integration

MS Teams & Slack Integration

Salesforce Integration

 With Simon, tasks like updating your profile, chatting with a live agent, and retrieving invoices have never been easier. Cognigy.AI’s transformative solution has enabled us to future-proof our digital strategy by delivering enhanced automation, productivity and an improved customer experience.

Darryl Hoover, CTO @Direct Travel

READ STORY
Technology

Calen

AI Agent Saves 200+ Hours per year with Automated Appointment Booking over Phone & Chat
READ STORY
Technology

Kofax

AI Agent Reduced Costs by Handling 80% of IT Tickets Without Human Support
 

Virtual agent probes vast technical knowledge base

Kofax has introduced an AI-powered chatbot, which has transformed and elevated support for Kofax's partners and customers.

 
 
 

We were impressed with the combination of Intents and Natural Language Understanding (NLU) to not only determine the product the user was looking for information about but also what kind of information they were seeking.

Mike Pilman

Director of Technical Support Operations @ Kofax

 

 

About Kofax

Kofax is a leading supplier of intelligent automation software for digital workflow transformation.

 

Fast Facts

1,600+ Employees
25,000+ Customers
31 Countries
Headquarter: USA

 

Cognigy Use Case

Kofax uses the Cognigy.AI automation platform to deliver an omnichannel customer experience and an enhanced knowledge base search capability.
 

Result

Improved productivity and reduced costs with 80% of queries handled without the Kofax team's intervention.

 

The challenge

 

Kofax sells and supports a variety of enterprise software solutions used to solve business problems and opportunities.

These solutions are made up of many components and it can often be difficult for users to find the right resources for their current needs. To support the complexity of intelligent automation, Kofax explored conversational AI platforms that could deliver a quality, omnichannel and scalable chatbot experience.

 

The solution

 

For Kofax, the first step was figuring out what the customer or partner experience should be and what they might be looking for. "The key to this strategy was determining the intent of the user and using that information to get them to the resources to match their current need. From that point it made sense to map out the flow of the customer journey and then build Cognigy flows to match,” said Mike Pilman, Director of Technical Support Operations. Together with the Cognigy team, Kofax formulated questions, designed journeys and started quickly. "We were impressed with the combination of Intents and Natural Language Understanding (NLU) to not only determine the product the user was looking for information about but also what kind of information they were seeking."
Calling their chatbot "Kofax Support KoBot," Kofax uses the power of Cognigy.AI as an enhanced search engine for their knowledge base. 

 
 

The impact

Today, with the help of Cognigy’s automation platform Kofax has achieved its goal of having its Kofax Support KoBot fully operational and available in the knowledge center. Providing self-service resources has enhanced Kofax’s ability to help partners and customers. “Rather than look at chatbots as a cost-saving tool, we look at it as an opportunity to have our expert technical support resources focus on customer issues not easily resolved on their own,” Mike Pilman stated. In a recent analysis of user activity Kofax found that, for every session where an intent was expressed, the user completed the session 80% of the time, without asking to create a support ticket within the chatbot (which is an option with every interaction). “Having seen this level of success, we are currently exploring several new and additional avenues where we think Cognigy’s platform could help our users get the resources they need to be successful with our software."
 
 
 

80% solution rate

 

High intent recognition

 

Improved customer experience

 

 “We immediately saw that Cognigy.AI had a low threshold for adoption but also provided the kind of growth potential rarely found in a product this easy to adopt.”

Mike Pilman
Director of Technical Support Operations @ Kofax

READ STORY
Finance

Rentenbank

Streamlined Banking Services with AI Agent Supporting the Funding Process

A leading bank who puts customers first, starting with conversations

Rentenbank wants to ensure their clients feel confident in effortlessly navigating a complex service landscape. They should also experience a seamless handover to a live agent whenever necessary.

SEE MORE

Key Highlights

90%

User intents understood

500+

Subject areas covered by Conversational AI

Dr. Marc Kaninke

Chief Financial and IT Officer @Rentenbank

Cognigy.AI’s low-code platform is the ideal solution. We don't need extensive programming knowledge to operate and to further develop the technology. The implementation was fast, allowing us to focus on an elaborate phone bot that would be available quickly for our customers.

About Rentenbank

Landwirtschaftliche Rentenbank is Germany’s development agency for agribusiness and rural areas.

Fast Facts

Total assets 2021: EUR 95B+

Founded: 1949

Headquartered in Frankfurt, Germany

Use Case

Phase 1: A webchat that answers questions around a federal program that promotes investments of German farmers, and helps applicants and job seekers

 

Phase 2: A phone bot to support the service agents and broaden the service-level

Results

Excellent customer ratings

90% of user intents understood

Enhanced customer service

 

 

The Rentenbank’s CFO & CIO shares how Conversational AI is improving customer service and supporting service agents.

The Challenge

Rentenbank is a triple-A-rated development agency for agribusiness and rural areas providing its loans to ultimate borrowers via local banks. The bank attaches particular importance to the promotion of sustainability and innovation.

In 2020, a program that entails a grant combined with a low-interest promotional loan from Rentenbank was implemented in cooperation with the government. For this purpose, Rentenbank had to provide its customers with complex information and to rethink its form of advice.

No request should get lost, and customers should not struggle to navigate the bureaucracy, red tape, and information jungle.

The Solution

It all started with a creative mindset and out-of-the-box thinking. The idea was to initiate a digital transformation, and the IT department soon solved the challenge with Conversational AI.

What previously existed as massive pdf files containing hard-to-find information resulted in a 24/7 available digital agent called Lara, who could easily answer questions and provide all the necessary information to support new customers.

This, however, was only the beginning of the quest to craft a better client experience. As the phone remains the most intuitive form of communication, Rentenbank develops a phone bot to unburden the contact center and to make access to information even more straightforward and natural.

The Impact

The Conversational AI solution is loved by everyone. Customers give it excellent ratings and it is a proof point of digital transformation within Rentenbank. Lara is constantly improving, with every 4th request resulting in her learning something new. Currently, she has already conducted thousands of successful dialogues and the bank is just starting to explore all the potentials of Conversational AI.

Extended Service Offering

Excellent Chat Ratings

Service Agent Support

Cognigy Live Agent is something that ultimately persuaded me of its success. It is the foundation for customer-centric communication. Whenever the bot no longer knows what to do, or the customer has a need to communicate directly with a real person, we can make use of this hybrid solution.

Dr. Marc Kaninke

Chief Financial and IT Officer @Rentenbank

 

READ STORY
Healthcare

Biotech Pioneer

AI Agent Achieved Faster Time to Market with Integration in Salesforce Selling Process

Virtual agents collapse time to market for new drug

A leading pharmaceutical company integrates Cognigy.AI into Salesforce to support their sellers and introduce a new drug at speed.

 
 
 

Voice-based access to CRM is a game changer for sales teams. This is truly a shining example of what our clients can achieve with our conversational AI technology.

Philipp Heltewig

CEO @ Cognigy

 

 

About the company

Pioneers in the research and development of therapeutics for cancer and infectious diseases.

 

Fast Facts

Industry: Biotechnology
Operates: Worldwide
NASDAQ-listed

 

Cognigy Use Case

Voice-based virtual assistant accelerates sales process via seamless Salesforce integration.

 

The challenge

 

Due to the launch of a new therapeutic product in high demand, the sales team was under tremendous pressure to get it to market and arrange and attend meetings with pharmacists quickly.

This situation required an exceptionally well-structured process that maximized the sellers' time while easing their workload. To do this, the Company sought to use time spent driving to and from their meetings productively. Specifically, the Company wanted its sellers to access Salesforce – documentation, customer account information, upcoming events, agendas, in fact, everything they need to manage customer engagement and sales – all while driving.
 

The solution

 

To support the sellers and to use their time wisely, the Company introduced a hands-free virtual assistant that could hold a two-way conversation and then work with Salesforce to provide answers to specific sales and customer account questions. Fortunately, the Company is very tech-driven and already had experience with Cognigy.AI's conversational platform with the development of its customer service virtual assistants. So, it was natural to extend the use of Cognigy and establish a virtual assistant for the sales team that seamlessly integrates with Salesforce.

This genius approach to alleviating pressure and maximizing time spent while driving meant that sellers not only came to every meeting prepared but also allowed them to dictate meeting notes to the assistant as they traveled to their next destination.

 
 

The impact

By introducing virtual agents to support the sales process, the Company significantly reduced time to market, increased sales available productive time, and met an urgent demand for its new therapeutic product.
 
 
 

Sales Manager can query via phone on-the-go

 

Meeting notes recorded & transcribed

 

Fully integrated with Salesforce CRM

 

On-the-road enablement with streamed audio content

 
 

Watch our Showcase:
Voice-enabled Salesforce CRM with Conversational AI

READ STORY
Load more stories

98% Weiterempfehlungsrate

Cognigy ist erste Wahl für Kund:innen
in der Gartner® Peer Insights™-Studie „Voice of the Customer“ für Enterprise Conversational AI-Plattformen

Gartner Voice of the Customer 2023

Gartner, Voice of the Customer for Enterprise Conversational AI Platforms, by Peer Contributors, 29 August 2023.

Video Stories, Enterprise Webinars and Presentations

Browse our video library and watch our AI Champions tell their stories

video-play-icon
  • Lufthansa: How to Scale
  • Presentation

Lufthansa Group shares their learnings, key considerations as well as challenges

  • AI Self-Service at E.ON
  • Masterclass

Satesh Kumar, Product Owner GPT, AI & Data at E.ON presents their solutions 

 
  • TOYOTA: IoT + Agent Copilot
  • Demo

Peter Meik, Manager Digital Innovation & Projects, showcases live demo on stage

  • Cognigy.AI & Zendesk
  • Presentation

Find out how Virgin Pulse went from 3% Containment Rate to 40% with Cognigy

  • Outbound Calling
  • Video Story

Watch how Toyota's E-Care is connected to the onboard car electronics and ensures safer driving

video-play-icon
  • ERGO Insights
  • Presentation

How to take advantage of incumbents and unleash the power of innovation

  • Masterbot-Concept
  • Webinar

Learn from Bosch Rexroth how they roll out and manage AI Agents in 40 countries

video-play-icon
  • AI in Insurance
  • Interview

How ARAG introduced Conversational AI for happier customers

video-play-icon
  • Persil Customer Support
  • Video Story

Henkel receives consumer insights through unique use case

video-play-icon
  • AI Support in Banking
  • Video Story

Dr. Marc Kaninke, Chief Financial and IT Officer at Rentenbank tells their story

  • Staying Ahead with AI
  • Interview

Sarah Haider from Salzburg AG shares her insights and learnings

video-play-icon
  • Smart City Innovation
  • Video Story

How Public Services can be transformed by introducing AI Agents

Community Glückwünsche

Zum Cognigy Series C Funding!

Sieh dir das Video an und feier mit uns.

Mehr zum Funding hier.

play-button-video-bg-white
Celebrations

Trusted by More Than 1,000 Brands Worldwide

Berlind Brands Group Logo_small_1

“We consciously chose Cognigy.AI as a mature platform with enterprise capabilities such as security, scalability, ease-of-use, 100+ supported languages, GDPR compliance, etc.”

Catarina Steinert, Director of Customer Service @Berlin Brands Group

Schwaebisch Hall Logo klein

"We see Conversational AI as a strategically important element for our customer service and have deliberately chosen a particularly secure, reliable, and at the same time easy-to-use enterprise solution."

Thomas Lehmann, Marketing @Schwäbisch Hall

Datev-Logo-Klein

"With Cognigy.AI we have great options for structuring conversations – to gain the best possible user experience."

Dominik Henkel, Product Owner @Datev

TME Toyota LOGO Page-2

"With Cognigy.AI, we’re able to provide our customers with real added value and deliver even better services and products."

Peter-Pascal Meik,  Manager Innovation & Projects @Toyota

direct travel_logo

We selected Cognigy.AI to bring our vision of abundant self-service automation for our customers to fruition."

Darryl Hoover, Chief Technology Officer @Direct Travel

mobily

"Using Cognigy as our conversational AI platform within Mobily has helped us to build one unified conversational AI that is linked directly to eight channels."

Mubarak Alharbi, Digital Experience General Manager @Mobily

E.ON_Logo

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

Nikolai Berenbrock, Head of Conversational Experiences @E.ON

Humm Group _Logo

"I am truly impressed with the virtual assistant powered by Cognigy.AI. It has achieved a resolution rate of over 50%."

Brendon Clark, Head of Workforce Management and Customer Improvement @hummgroup 

4_henkel-icon

"Cognigy.AI - a tool that is flexible enough to cover a lot of different use cases but at the same time provides a common framework for global scaling and governance."

Christian Hohmann, Head of New Technologies @Henkel

11_arag-Jan-18-2021-02-05-51-20-PM

"With Cognigy.AI we’re making our customers happy by leveraging industry-leading experiences."

Dr. Ina Baumann, SVP IT Steering @ARAG

AI agent business

Want to have your own
AI Agent?

Leverage the power of Conversational AI
Serve customers and employees 24/7 on any channel
Provide better services at lower costs