# How Helen uses Cognigy

**50+**: “A growing network of 50+ AI agents is deployed across Helen’s app, customer portal and website.”

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

- Company: [Helen](https://www.usedby.ai/companies/helen.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Energy, Utilities & Cleantech](https://www.usedby.ai/companies/industry/energy-utilities-cleantech.md)
- Teams: Customer Service

## What the story says

Helen uses Cognigy to run a network of AI agents across its app, customer portal and website, making AI the main entry point for written customer service. The agents answer questions, direct customers to self-service journeys, and complete tasks such as moving an energy contract to a new address, with escalation to service teams when needed.

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

> Helen has established a fully agentic AI customer experience within a year, transforming digital interactions across channels. AI agents now act as the central entry point for written customer service, providing consistent guidance, reducing friction, and enabling efficient self-service.

- **4.7**: “Solution agents mark a key advancement, with the relocation agent achieving a CES score of 4.7 and a 100% resolution rate, demonstrating end-to-end process automation.”
- **80%**: “The solution delivers high-quality interactions at scale, with over 80% positive customer feedback.”

> Starting from scratch gave us the opportunity to design an AI-first experience, where digital service begins with AI, not as an add-on.
>
> Katja Makela, AI Product Owner

## What usedby checked

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

- Checked: the figure 50+ is printed word for word on the page, near the name of Helen.
- Checked: the passage quoted above is copied word for word from the page, near the name of Helen.
- Checked: Helen 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/helen-cognigy · How we check: https://www.usedby.ai/methodology