Henkel Fast Tracks Customer Loyalty with Cognigy’s AI Agents

In our latest edition of "Transforming CX: Inspiring Stories from Leading Enterprises," we're featuring Henkel , a global powerhouse renowned for its leadership in innovations within Adhesive Technologies, Beauty Care, and Laundry & Home Care. Established in 1876 and headquartered in Duesseldorf, Germany, Henkel operates worldwide, boasting prominent innovations, brands, and technologies such as Persil, Schwarzkopf, and Loctite.

To enhance its customer service, Henkel adopted an innovative strategy to bolster customer loyalty by leveraging Cognigy's AI Agent, powered by Conversational AI. Through the automation of consumer interactions, Henkel not only delivers immediate assistance but also reinforces consumer relationships, cultivating positive brand experiences. Here's how: 

The Challenge

In the fast-moving consumer goods (FMCG) industry, fostering customer loyalty is synonymous with sustaining growth. Henkel recognized the universal challenge of stained clothing and the immediate need for correct treatment when this occurs. Consumers often found themselves overwhelmed by countless online results during moments of panic, prompting Henkel to turn this challenge into an opportunity.

The Solution: Providing Instant Help, Anytime, Anywhere

Henkel aimed to provide the most convenient way to help customers on the spot. Deploying Cognigy's AI Agent allowed Henkel to interact seamlessly with consumers, offering precise stain treatment solutions in natural language, on any device, and at any time.

The Impact: Identifying Solutions, Elevating Brand Awareness

Henkel's AI Agent can identify over 2,500 variations of substances, fabrics, and surfaces, providing exact treatment recommendations. The result? Substantial increases in brand awareness and stickiness, marking another milestone in Henkel's mission for "cleaner living."

Featured Outcomes:

• Increase in Brand Awareness
• Great Customer Experience
• Automation - 24/7 Instant Help

Scaling Success Across Business Units:

Henkel has now successfully deployed over 20 AI Agents across multiple business units. These agents handle more than 2 million conversations annually, operating on channels such as Webchat, Instagram, and Amazon Alexa.

As an example, within their Consumer Brands unit, an AI Agent on Instagram specifically targets hairdressers and professionals. It provides educational material, color conversions, and distributor locations. Additionally, the agent responds to story mentions, offering interactive and timely engagement with users—crucial for maintaining a responsive brand presence and fostering a connection with the audience.

Cognigy has helped Henkel to revolutionize customer experiences, foster brand loyalty, and scale success across business units with AI Agents. For more success stories, visit our customer success page!