Case Study: Humm Group boosts customer service with Cognigy AI virtual assistant

Humm Group boosts customer satisfaction with Cognigy and achieves 50% resolution rate

Humm Group, a finance provider specializing in "buy now, pay later" services, faced the challenge of maintaining high-quality customer support without overloading its contact center team as the company grew. To address this, Humm worked with vendor Cognigy and its implementation partner, Datacom, to develop a new virtual assistant using Cognigy.AI.

The solution was the implementation of the Cognigy-powered virtual assistant "Emm," which provides 24/7 customer support. This resulted in a 50% resolution rate for customer issues and a 15% decrease in average handling time. The assistant's success improved both customer and agent satisfaction, prompting Humm to explore further uses of Cognigy's technology across its other products.

Humm Group