Real-World Case Studies and Customer Success Stories with Cognigy.AI

Cognigy. AI helped E.ON automate 70% of its customer service with AI agents. E.ON now handles over 2 million AI-powered...conversations each year. More than 30 AI agents work across chat and voice channels. The solution reduced customer service workload and costs. E.ON chose Cognigy.AI for its modular design and easy integration. The platform supports scalable, cross-channel automation for utilities.
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Cognigy. AI helped AEGEA, a leading sanitation company in Brazil, improve customer service on WhatsApp. AEGEA used Cognigy.AI to automate...first-level support and connect with existing systems like Zendesk and CRM. The AI Agent handled 1.1 million conversations per month and achieved an 87% retention rate on WhatsApp. Customer service escalations dropped by 80%. AEGEA now delivers faster, more efficient service to over 31 million people.
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Cognigy. AI helped Essent, the largest energy company in the Netherlands, automate customer support. Essent used Agent Copilot, Chat, and...Voice AI to handle all incoming chat conversations with AI first. The solution automated 55% of live chat conversations. Essent saved 2 million euros annually. Customer satisfaction improved and the support team gained real-time knowledge.
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Cognigy Knowledge AI helped Salzburg AG launch a multimodal digital chat AI agent called LEA. LEA supports energy, telecom, water,... e-mobility, and public transport services. The AI agent saves 2,500 calls to the contact center each month and handles 160,000 customer interactions yearly. User satisfaction with the AI service is 89%. Over 4,000 purchases have been made via the AI agent. Salzburg AG saw more than 58% user growth after using Cognigy Knowledge AI.
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Cognigy. AI helps E.ON automate 70% of customer service tasks. E.ON uses over 30 AI agents for chat and voice,...handling more than 2 million AI-powered conversations each year. The platform integrates with E.ON’s IT systems and supports both phone and chat channels. E.ON reduces customer service workload and costs with Cognigy.AI. This solution is part of E.ON’s digital service strategy for scalable, multinational support.
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Cognigy. AI helped AEGEA automate customer service on WhatsApp, handling up to 1.1 million chats per month. The AI solution...cut customer service representative escalations by 80%. AEGEA achieved an 87% retention rate for WhatsApp contacts. During a major flood crisis, AEGEA deployed a new AI agent in just six hours, enabling over 130,000 water bills to be retrieved and 540,000 interactions managed. This improved customer satisfaction and ensured fast, scalable self-service during emergencies.
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Cognigy. AI helped Salzburg AG automate over 160,000 customer interactions each year. Their AI Agent, LEA, now handles routine queries,...processes orders, and saves 2,500 calls monthly. The solution supports energy, telecom, water, and transport services. LEA achieves an 89% customer satisfaction rate and manages 4,000 orders via chat. Integration of GPT and Knowledge AI improved response accuracy and customer experience.
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Cognigy. AI helps E.ON automate 70% of over 2 million customer and employee conversations each year. E.ON uses more than...30 AI agents across chat, voice, and phone channels. The platform reduces workload for service teams and cuts operational costs. E.ON can now serve customers 24/7 and gather feedback from every channel. The solution supports award-winning self-service features and improves service quality.
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Essent used Cognigy. AI to automate chat, voice, and agent support. The company automated 55% of incoming chat conversations and...handled 3 million calls and 900,000 chats each year. Cognigy Agent Copilot saved Essent €2 million annually by automating 85% of helpdesk queries. Voice AI for meter readings engaged 22,000 customers in two weeks, saving €240,000 per year. Agent productivity increased from 4.2 to 4.7 chats per hour with chat summarization and CRM logging.
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Cognigy. AI powers the Lidl Instore Voice Assistant (LIVA) for Schwarz IT. Lidl staff use headsets to connect with LIVA,...a digital voice assistant, to get product details, check stock, and manage checkout lanes. The AI agent automates internal communication and reduces walking distances for employees. Schwarz IT, Lidl Stiftung, and Cognigy won a RETA Award 2025 for this innovation in retail technology.
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Cognigy. AI helped Calen.ai launch a virtual agent for appointment booking using voice and chat. The solution automates the entire...scheduling process and updates calendars with smart integrations. Calen.ai's digital assistant now covers over 8,000 responses and saves each agent more than 200 hours per year. Customers find the system easy and intuitive, leading to higher acceptance and loyalty. The platform's flexibility and integrations make it a top choice for voice interfaces.
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Cognigy Voice AI Agent helped DATEV, a top German IT service provider, handle over 1. 5 million support calls each...year. The AI Agent managed phone authentication with over 99.9% success. It reduced average handling time for routine questions. The solution improved user experience for both business users and legal experts. DATEV kept high data protection standards while easing pressure on service teams.
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Cognigy. AI helped DATEV automate over 1.5 million support calls each year. The AI voice agent achieved more than 99.9%...accuracy in phone authentication. It uses real-time data and natural language to resolve many issues instantly. Routine inquiries are handled automatically, reducing pressure on support teams. The solution improves response times and customer experience for tax professionals.
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Calen. ai used Cognigy.AI to build a digital assistant for appointment scheduling. The virtual agent manages the full booking process,...answers questions, and updates calendars. Over 8,000 responses are handled by the assistant, saving more than 200 hours per agent each year. The solution improved customer service, made booking easier, and increased customer loyalty. Calen.ai chose Cognigy.AI for its strong integrations, flexibility, and ease of use.
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Cognigy. AI powers the Lidl Instore Voice Assistant (LIVA) for Schwarz IT. Store employees use headsets to access product data...and manage tasks with voice commands. LIVA helps staff get information fast and reduces walking time in stores. The AI agent connects to multiple systems to deliver answers and perform actions. Schwarz IT, Lidl, and Cognigy won a retail technology award for this solution.
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DHL uses Cognigy. AI to handle about 30 million customer inquiries each year. The company processes over 15 billion letters...and packages annually. DHL faced the challenge of keeping high service quality at this scale. With the AI agent Paula, DHL improved its contact center service. The solution supports customer service across many channels.
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Cognigy. AI helped BVG, Berlin's largest public transportation company, manage rising customer inquiries. BVG used AI Agents across phone, app,...and chat to automate customer service. The solution focused on route planning, travel times, and ticket information. BVG achieved an 80% automation rate for voice AI in route planning. The AI Agents now handle over a million conversations per year, meeting GDPR standards and improving service quality.
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Cognigy. AI helped DHL manage over 30 million customer service inquiries each year. DHL used the AI Agent, Paula, to...improve customer service in their contact center. The solution made it easier to keep service quality high at a large scale. DHL now delivers better customer service with the help of conversational AI. The platform supports 24/7 service for customers and employees on any channel.
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Cognigy. AI helps BVG, Berlin’s largest public transportation company, automate customer support. BVG uses AI Agents for voice and chat...to answer millions of passenger questions each year. The solution automates 80% of route planning inquiries and is fully GDPR-compliant. Passengers get instant, 24/7 help for travel, ticket, and route info. Staff now focus on complex cases, while automation improves service speed and quality.
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DHL manages over 30 million customer service inquiries each year. Handling this volume was a challenge. DHL used Cognigy’s AI... Agent, Paula, to improve customer service. The AI Agent helps DHL serve customers faster and more efficiently. This solution supports DHL’s contact center operations. DHL now delivers better service at a large scale.
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Cognigy helped Mobily cut response times at its contact centers from 20 minutes to just 6 seconds. Mobily used Cognigy’s... conversational AI to build one unified system linked to eight channels. This reduced development work and improved time to market. Mobily saw higher customer satisfaction and enabled automated self-service and payments through social channels. Employee bots were also integrated into MS Teams and internal systems.
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Cognigy. AI helped BICS launch a WeChat AI Agent for Chinese customers. The solution translates Chinese inquiries into English for...support teams. BICS overcame WeChat's strict privacy and API challenges by using an intermediary layer. The new channel increased customer satisfaction and extended support options. BICS now offers real-time translation and better service for its Chinese users.
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Cognigy. AI helped Mobily cut first response times in contact centers from 20 minutes to just 6 seconds. Mobily integrated...customer-facing bots across 8 social channels, automating self-service tasks like payments and upgrades. The solution reduced development effort and improved time to market for new services. Customer satisfaction increased as a result of faster support and seamless handover between bots and human agents. Mobily also lowered costs and gained better insight into customer behavior.
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BICS used Cognigy to launch a WeChat AI Agent for Chinese customers. The solution translates Chinese messages in real time... for English-speaking support teams. BICS overcame WeChat's strict API and privacy rules by adding an intermediary layer and secure SMS/OTP for identity checks. The new channel increased customer satisfaction and made support easier for users in China. BICS also integrated Salesforce to streamline support cases and won the Tech Champion Award for this project.
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Cognigy. AI helped Škoda cut operational costs by 25%. Škoda needed to run a 24/7 call center in 31 markets...and 28+ languages. The company chose Cognigy over Microsoft Azure for its digital transformation. Škoda now uses multilingual AI agents for customer service and lead generation. The solution supports real-time multilingual conversations and achieved ROI in under 12 months. AI now supports 19 markets for Škoda.
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Toyota used Cognigy. AI to automate customer support across voice and chat. Over 25 AI agents handle routine questions and...proactively contact drivers when warning lights appear. 95% of customers accept AI booking, and 98% rate the service positively. Wait times dropped, and staff now focus on complex issues. The solution integrates with Toyota's systems for seamless, natural communication.
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Cognigy. AI helps Toyota deliver better customer service with AI agents for chat and phone. Toyota uses over 25 AI...agents to handle daily customer questions and reduce the workload for live agents. 95% of users book directly with the AI agent, and 98% love the AI service. The solution cuts phone wait times and lets live agents focus on complex issues. Toyota's voicebot "E-Care" calls owners when a warning light appears, making sure safety warnings are never missed.
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Toyota used Cognigy. AI to improve customer service with AI Agents for chat and phone. Over 25 AI Agents help...customers with daily questions and reduce waiting times. The E-Care voicebot calls vehicle owners when a warning light appears, so safety issues are not missed. 95% of bookings are made directly with the AI Agent, and 98% of users like the service. Live agents now focus on complex issues, while customers get fast, proactive support.
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Cognigy. AI helped Bayer launch an AI Agent called DSO Go. Bayer needed a better way for employees to find...information during a big company reorganization. The AI Agent, powered by Cognigy.AI and Generative AI, gave fast answers about the new operating model. It worked in 9 languages and was available in chat. In the first two months, 19,000 unique users used it. The satisfaction rate was over 80%. The AI Agent became a key part of meetings and daily work.
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Cognigy. AI helped a leading pharmaceutical company speed up the launch of a new drug. The sales team needed to...meet pharmacists quickly and manage sales tasks while on the road. The company used Cognigy.AI to create a voice-based virtual assistant that connects with Salesforce. Sellers could access customer data and manage meetings hands-free. This solution made the sales process faster and easier for the team.
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Cognigy. AI helped Bayer launch DSO Go, an AI Agent that supports 19,000 unique users in just two months. The...tool uses Generative AI to answer employee questions about a new operating model, available in 9 languages. Bayer integrated the solution across Microsoft Teams, web chat, and SharePoint. Employees report over 80% satisfaction and use the AI Agent in daily meetings. The project improved communication, sped up deployment, and reduced translation costs.
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Cognigy. AI helped a leading pharmaceutical company speed up the launch of a new drug. The company integrated Cognigy.AI with...Salesforce to support its sales team. Sellers used a voice-based virtual assistant to access CRM data and record meeting notes while driving. This solution reduced time to market and increased productive time for sales. The company met urgent demand for its new therapeutic product.
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Cognigy AI Phone Agent helped Mister Spex, a leading online optician, improve customer service. The AI agent automated phone tasks... like caller verification and parcel tracking. 88% of return label requests are now fully automated. 70% of callers are verified by AI. Each call is 30 seconds shorter. Intelligent routing accuracy rose to 96%. These results came just three months after launch.
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Cognigy. AI powers the Lidl Instore Voice Assistant (LIVA) for Schwarz IT. Lidl employees use headsets to talk to a...digital voice agent. They get product details, check stock, and manage tills with voice commands. The AI agent connects to store systems and gives fast answers. This helps employees move less and work faster. The solution won a RETA Award for retail technology innovation.
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Cognigy AI Phone Agent helped Mister Spex automate 88% of return label requests and 52% of "Where is my order" calls. The AI Agent... verifies 70% of callers and saves 30 seconds per call. It connects to CRM for order status and routes calls to the right team. This reduced hold times and improved customer satisfaction. Integration with Genesys and Microsoft supports seamless service.
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Cognigy. AI helped Lippert manage complex customer support. Lippert used AI agents for chat to answer questions about part pricing,...availability, and order status. The solution cut customer support costs by 80%. Lippert saw a 37% containment rate and handled over 178,000 automated conversations per year. Store conversions increased through self-service AI.
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Cognigy. AI helped Lippert cut customer support costs by 80%. Lippert used AI chat agents to handle complex support needs,...including part pricing and order tracking. The solution achieved a 37% containment rate and automated over 178,000 conversations per year. Online store conversions increased as customers received instant, accurate answers. Lippert now plans to expand its AI initiatives with Cognigy.
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Bosch uses Cognigy. AI to automate tasks and support over 400,000 employees worldwide. The company deployed more than 90 AI...Agents for internal and external use. Bosch achieved a 76% first resolution rate by AI Agent in sales chat for drive & control technology. The HR AI Agent, ROB, helps employees with HR tasks in 25 countries. Cognigy.AI is now central to Bosch’s operations, driving automation and cost savings.
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Cognigy. AI helped Lufthansa handle over 16 million customer service conversations per year. During the COVID-19 pandemic, Lufthansa faced high...customer demand and outdated chatbot technology. They replaced it with Cognigy.AI, enabling scalable, multilingual AI agents for booking changes, updates, and refunds. The solution supports 16+ AI agents, managing up to 375,000 conversations daily. Lufthansa improved customer experience and managed peak loads with this contact center automation platform.
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Cognigy. AI helps Robert Bosch, a global engineering and technology company, use AI agents to improve self-service and streamline processes....Bosch achieved a 76% first resolution rate by AI agent on chat in sales for drive and control technology. Over 90 AI agents are available internally and externally. Bosch uses a GenAI-powered HR agent for employees worldwide. The solution led to accelerated automation, a future-proof workforce, and significant cost savings.
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Cognigy’s AI Agent helped Frontier Airlines move all customer service to chat, turning off phone support. The AI Agent now... handles 800,000 conversations each month. Frontier saw a 15% to 30% annual growth while keeping costs low. Customer satisfaction improved, with a higher NPS and faster response times. The AI Agent manages bookings, baggage, refunds, and hands off to live agents when needed.
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Cognigy. AI helped Lufthansa manage high customer demand during the Covid-19 pandemic. Lufthansa used Cognigy.AI to build scalable self-service AI...agents for customer support. These AI agents handled rebookings, travel info, flight alternatives, and refunds. Lufthansa deployed over 16 customer service AI agents. The solution managed more than 16 million conversations yearly and up to 375,000 daily during peak times. This reduced pressure on call centers and improved customer service without extra cost or staff.
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Lufthansa used Cognigy. AI to build 16 AI-powered customer service bots. These bots handle over 16 million conversations yearly, with...up to 375,000 daily during peak times. The solution supports multiple languages and channels, helping customers rebook flights, access travel info, and get refunds. Automating routine queries freed human agents for complex issues. Lufthansa improved customer satisfaction and set a new standard for airline service efficiency.
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Cognigy's AI Agent helped Frontier Airlines handle 800,000 chat conversations each month. The airline switched from phone to chat support,... letting the AI Agent manage many customer requests at once. This change led to a higher Net Promoter Score and the lowest average handling time in years. Frontier also saw a more cost-efficient contact center and better contact resolution rates. The AI Agent answers questions, manages refunds, and hands off to live agents when needed.
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Cognigy. AI helped Lufthansa Group manage a surge in customer inquiries during the Covid-19 pandemic. Lufthansa used Cognigy.AI to build...over 16 AI-powered virtual agents for customer service. These agents handled 16 million customer interactions per year, with peaks up to 375,000 per day. The solution enabled multi-lingual support and integrated with Facebook Messenger and live chat. Lufthansa reduced costs and improved customer service without increasing headcount.
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