Delivering Best-in-Class Service: E.ON's Success with Cognigy.AI

In this edition of the Cognigy LinkedIn Newsletter "Transforming CX: Inspiring Stories from Leading Enterprises," we are excited to share the remarkable success story of our customer E.ON Digital Technology . By harnessing the power of Cognigy's cutting-edge Conversational AI platform, Cognigy.AI, E.ON has revolutionized its customer service, delivering best-in-class support and driving exceptional results.

E.ON is one of Europe's largest and most well-known energy networks and infrastructure operators. With headquarters in Germany, E.ON serves more than 50 million customers across 15 countries. As a forward-thinking company, E.ON is dedicated to improving customer support experiences through innovative solutions.

The Challenge: 

E.ON faced the challenge of enhancing customer support experiences while scaling its operations across Europe. With a focus on innovative customer solutions and products, the E.ON Digital Technology team aimed to bridge the gap between IT, business automation, and marketing. They needed a scalable solution that could seamlessly integrate into E.ON's IT architecture and deliver an enterprise-grade Conversational AI solution.

The Solution: 

Cognigy.AI was chosen for its high modularity, custom integration capabilities with any NLU system, and intuitive UI that enables non-technical users to visualize conversations. The platform's ability to orchestrate all bots and channels (chat, voice, and phone) within a single solution empowers E.ON with scalability and growth opportunities. With its mature voice features, Cognigy.AI paves the way for future customer service automation, driving E.ON's commitment to delivering exceptional support experiences.

The Impact: 

1.  Approximately 70% of customer demand for customers and employees covered
2. 30+ Bots Live (Chat & Voice)
3. Operational costs reduced and enhanced customer service experience through 24/7 availability.

E.ON's commitment to leveraging Cognigy.AI for exceptional customer experiences has been acknowledged industry-wide. In 2022, the E.ON Group won the prestigious CogX Best Innovation Award in the Consumer Chatbot category for their outstanding chatbot, Robin. This recognition underscores E.ON's dedication to utilizing chatbots effectively and enhancing the overall customer experience.

E.ON's transformative journey with Cognigy.AI showcases the immense potential of Conversational AI in revolutionizing customer service. Discover more inspiring stories from our customers, including E.ON, on our customer success page!