Case Study: Duisburg-IT improves citizen self-service with Cognigy.AI

Duisburg-IT deploys 6 AI agents in year one with Cognigy

Duisburg-IT, the IT provider for municipal organizations in the German city of Duisburg, faced challenges handling large volumes of diverse citizen and internal service inquiries. Attracting qualified personnel was difficult, and employees spent excessive time on repetitive requests across multiple channels, limiting their ability to focus on higher-value tasks. They partnered with vendor Cognigy to establish a scalable AI self-service model using Cognigy.AI to streamline these processes.

Cognigy implemented a low-code solution, deploying six AI agents within the first year for services like HR, IT support, and a voice UI for utility meter reporting integrated with SAP. This reduced the operational workload for employees, allowing them to spend less time on repetitive requests. The project improved citizen access to services via self-service on web, phone, and social media channels and established a scalable framework for future use cases across the city's departments.

Duisburg-IT