Case Study: Essent achieves million-euro savings and higher automation with Cognigy.AI

Essent saves €2 million annually with Cognigy AI

Essent, the largest energy company in the Netherlands, faced challenges in managing high volumes of customer inquiries across voice and chat channels. Their customer service representatives experienced significant delays as they relied on a small helpdesk to find information, and they needed a way to ensure consistent, personalized support amidst a dynamic energy market. To address this, they partnered with Cognigy.

Cognigy implemented a comprehensive AI solution featuring an Agent Copilot integrated into Microsoft Teams, an AI Voice Agent for meter readings, and intelligent routing. This resulted in substantial savings, including €2 million annually from the Agent Copilot automating 85% of helpdesk queries. The solution also achieved 55% end-to-end automation on chat, engaged 22,000 customers for meter readings, and increased agent productivity, saving Essent millions of euros overall.

Essent