Case Study: BVG modernizes customer service and boosts route-planning automation with Cognigy.AI

BVG automates 80% of voice route planning with Cognigy

BVG, Germany's largest municipal public transportation company, faced a high workload in customer service due to increasing and repetitive inquiries about route planning and tickets. To meet rising customer expectations for fast, round-the-clock availability, they partnered with vendor Cognigy to implement a scalable, digital solution using Cognigy.AI.

Cognigy implemented GDPR-compliant AI Agents for BVG across phone and chat channels. The Voice AI Agent handles natural language calls for route planning, while a multilingual Chat Agent manages inquiries in the app and web chat. This solution achieved an 80% automation rate for route planning calls, significantly relieving staff and allowing them to focus on complex issues. The project is considered a best practice at BVG, improving service quality and passenger satisfaction.

BVG