Lippert's AI Agent Cuts Costs by 80% and Boosts Sales

Welcome to another edition of the Cognigy LinkedIn newsletter, where we bring you inspiring stories of how enterprises are revolutionizing customer experience (CX) through innovative solutions. In this edition, we delve into the remarkable journey of Lippert .

Lippert, a leading supplier of components to the Caravanning, Marine, and Rail industries, leverages Cognigy's AI Agents to manage complex customer support needs. Not only has this streamlined operations, but it has also led to a significant increase in online store conversion rates, demonstrating substantial improvements in efficiency and customer experience.

The Challenge

Lippert faced several challenges, including managing a complex inventory, addressing varied customer needs, and handling high-volume interactions requiring specialized knowledge. With 80% of customer contacts involving intricate queries that needed in-depth product knowledge, interactions typically lasted 5-7 minutes. Lippert needed a scalable solution that empowered business users to adopt AI autonomously, provided a robust and simple UI for expanding and adjusting AI Agents, and utilized lexicons and metadata for efficient training in industry-specific terminology.

The Solution

Lippert turned to Cognigy's AI self-service solution to tackle their challenges. By launching AI Agents on chat for key use cases like part pricing, availability, and order status tracking, Lippert empowered its business users to create and manage AI Agents internally, allowing for easy scalability. Cognigy's platform, with its comprehensive resource library, enabled rapid deployment and adaptation of AI Agents.

The Results

• 37% Containment Rate: Significantly reduced the need for human intervention.
• 80% Cost Reduction: Substantial savings on customer support costs.
• Increased Sales: Boosted store conversions via self-service AI.
• 178,000 Automated Conversations Per Year: Efficiently handling high volumes of customer interactions.

The Impact

By implementing Cognigy.AI, Lippert not only reduced its customer support costs by 80%, but also significantly boosted its online store conversion rates. This increase in sales can be attributed to several factors:

1. Immediate Information: Customers can quickly access part prices and availability through the AI Agent, reducing the time and effort needed to find this information.
2. Increased Confidence: Knowing the exact price and availability of parts instantly gives customers more confidence to complete their purchases.
3. Seamless Transition to Purchase: The AI Agent provides a direct link to the store, making it easy for customers to move from inquiry to purchase without additional steps.
4. 24/7 Availability: The AI Agent offers support around the clock, catering to customers at any time, which increases the chances of capturing sales outside of regular business hours.

If you'd like to learn more about Lippert's AI journey, you can check out this webinar with Philip Dougherty, AI Product Manager at Lippert.

For more success stories like this, visit our customer success page!