AI Agent on WhatsAppPeaking at 1.1 Million Conversations per Month

AEGEA, a leading private sanitation company in Brazil, is dedicated to improving the health and quality of life for over 31 million Brazilians across more than 500 cities in 15 states. AEGEA recognized the need to enhance customer interactions and streamline service delivery, leading them to integrate Cognigy.AI into their customer service operations via WhatsApp.

BOSCH (3)

87%

WhatsApp AI Retention Rate

1.1M

AI Conversations per Month 

80%

Reduction in CSR Escalations

The Challenge

AEGEA faced several challenges in its customer service operations, particularly as the company expanded. With a growing number of customers and an increasing volume of inquiries, AEGEA's customer service team needed a solution that could:

  • Reduce reliance on customer service representatives by automating first-level support.
  • Increase customer satisfaction by offering faster and more efficient service.
  • Integrate seamlessly with existing systems, including Zendesk, CRM, Billing, GIS Software, and more.
  • Provide self-service options to empower customers and reduce friction in their service journey.

The company was focused on minimizing the workload of support staff while ensuring high-quality service and preparing for future growth through acquisitions. AEGEA needed a solution that could manage and route customer queries effectively while providing accurate responses to a wide range of issues such as water supply inquiries, bill requests, and leak reports.

 

Challenge-Aegea-Case-Study-Cognigy

The Solution

AEGEA partnered with GBPA to implement a modular approach to design and deploy AI Agents powered by Cognigy. The solution was integrated into AEGEA’s existing systems and provided a seamless customer experience across multiple touchpoints, especially through WhatsApp.

The core capabilities of the AI Agent include:

  • Smart Routing: Directing inquiries to the right customter service representative
  • Proactive Engagement: Offering relevant information such as water supply status or payment reminders.
  • Self-Service: Enabling customers to resolve common issues like bill payments, reconnections, and service outages without the need for human intervention.
  • Human Escalation: Seamlessly handing over complex queries to customer services representatives when needed.

These features allowed AEGEA to not only enhance the customer experience but also significantly reduce the reliance on customer service representatives, freeing them up to focus on more complex tasks.

WhatsApp-Aegea-Case-Study-Cognigy

The Impact

The implementation of Cognigy's AI Agent on WhatsApp led to significant improvements in both customer satisfaction and operational efficiency. During peak months, the number of conversations via WhatsApp grew to over 1,100,000, showcasing the increased engagement with the self-service solution. This shift resulted in an 87% retention rate for WhatsApp contact, reducing the volume of traditional voice-based inquiries. The AI solution effectively managed high-demand scenarios, such as water shortages and service disruptions, ensuring that customers received timely and accurate information. As a result, AEGEA’s customers enjoyed faster resolutions to common issues, leading to higher satisfaction levels and a more seamless service experience.

whatsapp integration

WhatsApp Integration

Zendesk integration

Zendesk Integration

Building on Success

AEGEA leveraged the flexibility and scalability of Cognigy to maximize its potential in accelerating aid distribution during a humanitarian crisis.

AI Agent deployed in 6 Hours

In spring 2024, catastrophic floods in the Valleys Region of Rio Grande do Sul, Brazil, severely disrupted the area’s infrastructure, including the customer service facilities.

AEGEA’s subsidiary, Corsan, was particularly affected, as many residents needed immediate access to their water bills, to prove residency, and apply for government aid.

In just six hours, AEGEA, in partnership with GBPA, deployed a temporary Cognigy AI Agent on WhatsApp.

Government Aid could be accessed faster

The Chat Agent enabled affected residents to access the critical documents, allowing them to qualify for the government aid.


Over 130,000 water bills were successfully retrieved over AI, enabling fast delivery of aid packages.

 

Furthermore, the AI Agent managed over 540,000 interactions, providing continuous service despite the sevice center not being able to operate at all.
Aegea Quote
With Cognigy.AI we were able to deploy a Chatbot to assist users in Rio Grande do Sul in just six hours.
Jean de Oliveira

Want The Same Success With Cognigy.AI?

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