Humm’s Virtual Assistant “Emm” Boosts Customer & Agent Satisfaction alike
Discover how Humm Group's Virtual Assistant has improved customer & agent satisfaction, achieving a 50% resolution rate and reducing call handling time. Humm’s Virtual Assistant “Emm” Boosts Customer & Agent Satisfaction alike Humm Group's "buy now pay later" service has been thriving. See more Key Highlights 50% Resolution Rate 94% Intent Recognition 15% AHT Decrease Brendon Clark Head of Workforce Management and Customer Improvement @Humm Group I am truly impressed with the virtual assistant powered by Cognigy.AI.
- 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 229 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/hummgroup. Our summary is a paraphrase; details are in the source.
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