# How BVG uses Cognigy

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

- Company: [BVG](https://www.usedby.ai/companies/bvg.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Mobility & Ride-hailing](https://www.usedby.ai/companies/industry/mobility-ride-hailing.md)
- Teams: Customer Service, Call centers, Back offices, Sales points

## The use case: how BVG deploys Cognigy

BVG, Berlin's municipal public transportation company, uses Cognigy.AI to run GDPR-compliant AI Agents in customer service. A voice agent handles route planning by phone, and a multilingual chat agent on the website and ticketing app answers customer inquiries around the clock.

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

> As part of its digital customer communication strategy, a voice-based AI Agent for route planning was introduced. Passengers can call a dedicated number from any location to plan their journey by requesting travel information through a natural dialogue with the AI.

> To meet rising customer expectations, we chose Cognigy’s market-leading solution. We can now train AI Agents that handle more than a million conversations per year in full alignment with GDPR standards.
>
> Carlos Reinsch, Project Manager for Marketing, eCommerce and Sales Innovation at BVG

Source: [cognigy.com](https://www.cognigy.com/en/case-study/bvg), captured 2026-10-08.

## Cognigy users in Mobility & Ride-hailing

- [Sixt](https://www.usedby.ai/companies/sixt.md) — Observed

## What usedby checked

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

- Checked: the passage quoted above is copied word for word from the page, near the name of BVG.
- Checked: BVG uses Cognigy. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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