Case Study: E.ON achieves higher meter reading completion rates with Cognigy WhatsApp AI agent

E.ON achieves 85% meter reading completion with Cognigy on WhatsApp

E.ON, one of Europe's largest energy providers, faced a challenge with its high-volume meter reading process, which relied on manual inputs and cumbersome forms that created customer friction and limited completion rates. The company needed a secure, reliable, and compliant solution that was also simple enough to drive high adoption. They partnered with Cognigy to implement an AI agent on WhatsApp to address this.

Cognigy's solution provided a fully automated, conversational WhatsApp flow that guided customers step-by-step through authentication and meter reading submission. This resulted in an end-to-end automation rate of 90% and a customer satisfaction rating of 4.8/5. Within the first nine weeks, over 90,000 customers initiated the process with an 85% completion rate, dramatically reducing drop-offs and manual processing effort for E.ON.

E.ON