# How Aegea uses Cognigy

**1,100,000**: “the number of conversations via WhatsApp grew to over 1,100,000”

As published on [cognigy.com](https://www.cognigy.com/en/case-study/aegea). Captured by usedby on 2026-10-08.

- Company: [Aegea](https://www.usedby.ai/companies/aegea.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Teams: Customer Service

## What the story says

AEGEA, a Brazilian sanitation company, uses Cognigy.AI to run an AI Agent on WhatsApp that handles first-level customer service such as routing inquiries, bill payments, reconnections and outage information, and escalates complex queries to human representatives. It also deployed a temporary AI Agent during regional floods so residents could retrieve water bills.

Summary written by usedby from the source page, in English. The figures are those of Cognigy and Aegea, not ours.

> During peak months, the number of conversations via WhatsApp grew to over 1,100,000, showcasing the increased engagement with the self-service solution.

- **87%**: “This shift resulted in an 87% retention rate for WhatsApp contacts, reducing the volume of traditional voice-based inquiries.”
- **130,000**: “Over 130,000 water bills were successfully retrieved over AI, enabling fast delivery of aid packages.”
- **540,000**: “Furthermore, the AI Agent managed over 540,000 interactions, providing continuous service despite the sevice center not being able to operate at all.”
- **six hours**: “In just six hours, AEGEA, in partnership with GBPA, deployed a temporary Cognigy AI Agent on WhatsApp.”

> With Cognigy.AI we were able to deploy a Chatbot to assist users in Rio Grande do Sul in just six hours.
>
> Jean de Oliveira

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 1,100,000 is printed word for word on the page, near the name of Aegea.
- Checked: the passage quoted above is copied word for word from the page, near the name of Aegea.
- Checked: Aegea uses Cognigy. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/aegea-cognigy · How we check: https://www.usedby.ai/methodology