Lippert's AI Agent Cuts Costs by 80% and Boosts Sales

Lippert leverages Cognigy's AI Agents to manage complex customer support needs. This has not only streamlined operations but also unexpectedly increased its online store conversion rates, demonstrating significant improvements in efficiency and customer experience.

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37%

Containment Rate

80%

Cost Reduction Compared to Human Support

Increase

in Store Conversion via Self-Service AI

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Watch Now: Leveling up CX at Lippert

Phillip Dougherty_Lippert - -Lippert-Cognigy Customer
Phillip Dougherty

AI Product Manager at Lippert

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By implementing Cognigy.AI, we reduced our customer support costs by 80%. This has transformed our service delivery and boosted overall efficiency.

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About Lippert

Lippert™ supplies a broad array of components to the Caravanning, Marine, Rail industries and beyond

12,000 Employees
140 Manufacturing and Distribution Facilities
$5.2 billion Annual Sales



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Use Case

AI Agents on chat for key use cases: part pricing, availability, and order status tracking.

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Results

37% Containment Rate 
Increased Store Conversions
More than 178,000 autmated conversations per year

The Challenge

Lippert’s primary challenges included managing complex inventory, addressing varied customer needs, and handling high-volume interactions requiring specialized knowledge. Approximately 80% of customer contacts involved intricate queries necessitating in-depth product knowledge. Customer interactions typically lasted 5-7 minutes because detailed information gathering, such as identifying specific parts, was required. This made streamlining support a challenging task.

Lippert sought a scalable solution that:

  • Empowered business users to autonomously adopt an AI solution.
  • Provided a robust and simple UI for expanding and adjusting AI Agents.
  • Utilized lexicons and metadata to efficiently train AI Agents in industry-specific terminology.
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The Solution

They turned to an AI self-service solution to best address their challenges.

With Cognigy, Lippert launched AI Agents on chat for key use cases: part pricing, availability, and order status tracking.

Cognigy's solution empowers Lippert’s business users to create and manage AI Agents internally and scale them easily. The Cognigy platform also provides a comprehensive library of resources, enabling rapid deployment and adaptation of AI Agents.

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The Impact

Using AI has allowed Lippert to achieve a 37% containment rate, resulting in an 80% cost reduction from handled queries. The efficiency and usability of the AI self-service has also increased the conversion rate for its online store purchases, highlighting the effectiveness of the solution in streamlining operations and enhancing customer experience.

Looking forward, Lippert plans to expand its AI initiatives with Cognigy, including launching a Voice AI Agent, integrating Knowledge AI search options and Agent Copilot to further streamline support processes.

Agent Savings

Cost Effective Agent Support

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178,000 Automated Conversations

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Increased Conversion with AI

Phillip Dougherty_Lippert - Edited

The introduction of Cognigy.AI has not only streamlined our operations but also increased our online sales conversion rate. Customers now get instant, accurate information, enhancing their confidence in our products.

Phillip Dougherty
AI Product Manager at Lippert

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