CASE STUDY: AEGEA

The Challenge

AEGEA faced several challenges in its customer service operations, particularly as the company expanded. With a growing number of customers and an increasing volume of inquiries, AEGEA's customer service team needed a solution that could:

• Reduce reliance on customer service representatives by automating first-level support.
• Increase customer satisfaction by offering faster and more efficient service.
• Integrate seamlessly with existing systems, including Zendesk, CRM, Billing, GIS Software, and more.
• Provide self-service options to empower customers and reduce friction in their service journey.

The company was focused on minimizing the workload of support staff while ensuring high-quality service and preparing for future growth through acquisitions. AEGEA needed a solution that could manage and route customer queries effectively while providing accurate responses to a wide range of issues such as water supply inquiries, bill requests, and leak reports.

“With NiCE Cognigy we were able to deploy a chatbot to assist users in Rio Grande du Sul in just six hours.”

Jean de Oliveira

AEGEA

The Solution

AEGEA partnered with GBPA to implement a modular approach to design and deploy AI Agents powered by NiCE Cognigy. The solution was integrated into AEGEA’s existing systems and provided a seamless customer experience across multiple touchpoints, especially through WhatsApp.

The core capabilities of the AI Agent include:

• Smart Routing: Directing inquiries to the right customer service representative
• Proactive Engagement: Offering relevant information such as water supply status or payment reminders.
• Self-Service: Enabling customers to resolve common issues like bill payments, reconnections, and service outages without the need for human intervention.
• Human Escalation: Seamlessly handing over complex queries to customer services representatives when needed.

These features allowed AEGEA to not only enhance the customer experience but also significantly reduce the reliance on customer service representatives, freeing them up to focus on more complex tasks.

The Impact

The implementation of NiCE Cognigy's AI Agent on WhatsApp led to significant improvements in both customer satisfaction and operational efficiency. During peak months, the number of conversations via WhatsApp grew to over 1,100,000, showcasing the increased engagement with the self-service solution. This shift resulted in an 87% retention rate for WhatsApp contacts, reducing the volume of traditional voice-based inquiries. The AI solution effectively manages high-demand scenarios, such as water shortages and service disruptions, ensuring that customers receive timely and accurate information. As a result, AEGEA’s customers enjoy faster resolutions to common issues, leading to higher satisfaction levels and a more seamless service experience.

Building on Success

AEGEA leveraged the flexibility and scalability of NiCE Cognigy to maximize its potential in accelerating aid distribution during a humanitarian crisis.