Cognigy’s Post

Success Spotlight: Essent Empowers Customer Service Representatives, saving EUR 1.8 million annually with Cognigy.AI! We're thrilled to share a major milestone achieved by Essent, one of the leading energy providers in the BENELUX region. Using Knowledge AI, Essent has transformed its customer service operations in a big way. Over 1,000 knowledge articles are now instantly accessible through the Agent Copilot solution. With 1.6 million customer interactions annually, this automation is a game-changer. 85% of queries that previously required helpdesk assistance are now automated, freeing up human agents to focus on what truly matters: delivering exceptional service. The result? NPS scores have increased, reflecting happier customers and more empowered representatives. This is what the future of customer service looks like, smarter, faster, and more human. Congratulations to the teams at Essent for this inspiring success story. #CustomerExperience #Cognigy #AI #AgenticAI #AIAgents #Utilities