Case Study: Aegea achieves faster, more efficient customer service with NICE Systems

AI Agent on WhatsApp Peaking at 1.1 million conversations per month

AEGEA, a growing utility company, needed a way to handle rising customer inquiries while reducing pressure on its service team. To improve first-level support, boost satisfaction, and integrate with systems like Zendesk, CRM, billing, and GIS tools, AEGEA turned to NICE Systems’ NiCE Cognigy AI Agent on WhatsApp for self-service and smarter routing.

NICE Systems helped AEGEA deploy a modular AI Agent that handled proactive updates, bill payments, reconnections, outage requests, and escalations to human agents when needed. The impact was significant: WhatsApp conversations peaked at more than 1.1 million per month, and AEGEA achieved an 87% retention rate for WhatsApp contacts, reducing traditional voice inquiries and improving service speed and efficiency.

Aegea

Jean de Oliveira

Aegea