Case Study: Henkel achieves scalable, multilingual consumer engagement with NICE Systems' NiCE Cognigy

LLM-driven AI Agents as brand ambassadors

Henkel needed a scalable, intelligent customer engagement solution as traditional channels like email and hotlines struggled to meet fast, digital-first consumer expectations across social media and other touchpoints. To better support customers and gain real-time insight into consumer behavior, Henkel turned to NICE Systems’ NiCE Cognigy Agentic AI Platform.

NICE Systems implemented AI agents across Henkel brands and channels, including product advisors and support bots for Loctite, Persil, Schwarzkopf, and Crème Supreme. The result was 25 AI agents in 11 countries and 7 channels, serving over 3 million users and handling more than 5 million interactions annually, while accelerating consumer research by 68% and improving service scalability, multilingual support, and customer loyalty.

Henkel

Christian Hohmann

Head of New Technologies (Al) & IT-Management