Case Study: DATEV achieves 99.9% phone authentication success with Cognigy AI Voice Agent

DATEV achieves 99.9% phone authentication accuracy with Cognigy

DATEV, a leading German IT service provider for tax professionals, faced the challenge of handling over 1.5 million complex support calls annually. They needed a solution to reduce pressure on service teams while providing a natural, human-like dialogue for a diverse user base and maintaining top-tier data protection standards. To address this, they partnered with Cognigy to implement an AI Voice Agent.

The Cognigy-powered solution serves as a smart front line, using LLMs to interpret queries and a guided process that achieves over 99.9% success rate in phone authentication. It delivers real-time resolutions and seamlessly transfers complex cases to agents with full context. This resulted in a reduced average handling time for routine inquiries, greater operational efficiency, and a significantly improved user experience.

DATEV