Case Study: Tripadvisor achieves faster, higher-sentiment customer service with NiCE Cognigy

Tripadvisor launches AI voice agent in 2.5 months with Cognigy, beating human sentiment 90% to 71%

Tripadvisor, a global travel platform, faced the challenge of handling high-volume, complex post-booking customer service calls within a strict seasonal deadline. Their goal was to deploy a production-grade AI voice agent to automate processes like intent capture and identity verification, thereby containing calls without human intervention and establishing a scalable platform. To address this, they worked with vendor Cognigy and utilized the Cognigy AI Agents service on their existing NICE CXone platform.

Cognigy's solution was the implementation of Vesper, an AI voice agent that uses natural language interaction to verify identity, capture intent, and resolve queries by processing data from multiple systems in parallel. The project was completed in just 2.5 months, a pace far exceeding industry peers. The results were immediately positive, with the AI agent achieving a 90% customer sentiment score, significantly outperforming the 71% score of human agents handling the same call types.

Tripadvisor