Agentic AI drives real-time Service Intelligence
To address this, Generali introduced an Agentic voice agent that supports service teams during live calls with real-time transcription, translations, summaries, and contextual suggestions. Agentic AI drives real-time Service Intelligence Generali Austria, part of the Generali Group, serves 1.7 million customers each year. The solution analyzes conversations as they happen, streamlining documentation and improving efficiency.
- 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 406 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/generali-austria. Our summary is a paraphrase; details are in the source.
Built an AI agent? Feature your agent on Agent Sightings, free submission or a featured spot.