Case Study: Essent saves €2M a year and automates 55% of chats with Cognigy

Key results

The challenge

Essent, a Dutch energy provider, wanted to reduce customer service cost while supporting its agents across chat and voice channels. It aimed to combine automation with real-time agent assistance.

The solution

Essent deployed Cognigy Agent Copilot, Chat, and Voice AI as a combined ecosystem, backed by a large knowledge base for agent support.

The results, in context

Essent reported €2 million in annual savings from Agent Copilot, which automated 85% of helpdesk queries, plus €240,000 in annual Voice AI savings. It reached 55% end-to-end chat automation and routed more than 500,000 chats annually across 17 teams.

Products used