Case Study: AEGEA achieves 1.1M monthly WhatsApp conversations and faster self-service with Cognigy AI

Aegea handles 1.1M WhatsApp conversations a month with Cognigy

Aegea, a leading private sanitation company in Brazil, faced challenges in scaling its customer service operations to handle a growing volume of inquiries. They needed to reduce reliance on customer service representatives, increase customer satisfaction, and seamlessly integrate a solution with their existing systems. To address this, Aegea partnered with vendor Cognigy to implement its Cognigy.AI platform.

Cognigy provided an AI Agent solution integrated with WhatsApp, enabling smart routing, proactive engagement, and self-service for common issues. This implementation resulted in 1.1 million AI conversations per month, an 87% WhatsApp retention rate, and an 80% reduction in CSR escalations. The solution also proved its scalability by being deployed in just six hours during a crisis to help residents access critical aid documents.

Aegea