20x Containment Increase with Cognigy.AI
Cognigy.AI — To transform member support, the Member Services team introduced a fully trained AI Agent. Personify Health leveraged a fully trained Cognigy AI Agent to enhance support, integrating with Zendesk LiveChat and achieving 40% Containment Rate. 20x Containment Increase with Cognigy.AI Personify Health is a leading digital health company committed to enhancing individual wellbeing and organizational performance through personalized, data-driven solutions. Within just one month of launch, the initiative delivered remarkable results, marking a significant shift in how member support is delivered.
- 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 306 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/personify-health. Our summary is a paraphrase; details are in the source.
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