Agentic AI as the front door to customer service
Helen built a CX-AI first architecture NiCE Cognigy: 50+ agents, achieving 100% resolution and a 4.6/5 CES from a greenfield start. By building a scalable network of AI agents from scratch, Helen is redefining how customers interact in digital channels, making AI the primary entry point for written customer service. 50+ Agents deployed across channels within 12 months 4.7/5 Customer Effort Score for relocation 3 days To deploy a new AI agent Watch Helen's success story!
- Agent or tool
- Cognigy
- Topic
- Customer Support
- Reported on
- Case study (Cognigy)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 291 by interest), and one of 28 involving Cognigy.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Cognigy or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Cognigy.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Cognigy): https://cognigy.com/en/case-study/helen. Our summary is a paraphrase; details are in the source.
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