# How Essent uses Cognigy

**€2 million**: “saving €2 million annually”

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

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

## What the story says

Essent uses Cognigy's Agent Copilot inside Microsoft Teams to give customer service representatives real-time knowledge answers, and deploys chat and voice AI for automated chat handling, meter reading collection by phone, intelligent routing to teams, and automatic chat summarization into CRM.

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

> The Agent Copilot tool has transformed internal service by automating 85% of previously helpdesk-handled queries, saving €2 million annually.

- **85%**: “automating 85% of previously helpdesk-handled queries”
- **55%**: “Essent has now fully automated 55% of its incoming chat conversations”
- **€240,000**: “contributing to €240,000 in annual savings”
- **22,000**: “The Voice AI for meter reading collection engaged 22,000 customers during a single two-week window”

> By combining Agent Assist, Chat, and Voice AI, we’ve created a seamless, scalable support ecosystem. Saving millions of euros annually.
>
> Nina Kiemeneij, Product Owner Conversational AI

## What usedby checked

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

- Checked: the figure €2 million is printed word for word on the page, near the name of Essent.
- Checked: the passage quoted above is copied word for word from the page, near the name of Essent.
- Checked: Essent 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/essent-cognigy · How we check: https://www.usedby.ai/methodology