Case Study: Mister Spex reduces call times and automates customer service with NiCE Cognigy

Mister Spex saves 30 seconds per call with Cognigy

Mister Spex, a leading European online optician, faced challenges with unpredictable call volumes and staff shortages that led to extended customer hold times. To improve efficiency and maintain its customer-centric approach, the company partnered with vendor Cognigy to automate its phone channel using a NiCE Cognigy AI agent.

Cognigy's solution replaced the existing IVR system with an AI agent that verifies callers, retrieves order status from the CRM, and automatically handles common inquiries like parcel tracking (WISMO). The results were significant, with the Cognigy AI agent achieving a 70% caller verification rate, saving 30 seconds per call, and fully automating 52% of WISMO inquiries. This led to reduced workload for staff and a 96% intelligent routing rate to the correct support teams.

Mister Spex