# How HUMM Group uses Cognigy

**50%** Resolution rate of the virtual assistant

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

- Company: [HUMM Group](https://www.usedby.ai/companies/humm-group.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Fintech & Payments](https://www.usedby.ai/companies/industry/fintech-payments.md)
- Teams: Contact center, Workforce Management and Customer Improvement

## The use case: how HUMM Group deploys Cognigy

Humm Group uses a Cognigy.AI-powered virtual assistant named Emm as a first point of contact to provide round-the-clock customer support, such as opening or closing an account and explaining fees and charges. Agents can also read a customer's previous conversations with the assistant to resolve issues faster.

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

> Emm has achieved a 50% success rate in resolving issues, and the conversation look-up function has decreased the average handling time for calls and increased customer and agent satisfaction.

- **94%**: “As a first stop for customers, it is always accessible and understands an average of 94% of uterrances.”

> I am truly impressed with the virtual assistant powered by Cognigy.AI. It has achieved a resolution rate of over 50% and our average handling time has significantly decreased, allowing us to provide faster and more efficient support to our customers by simultaneously increasing agent satisfaction.
>
> Brendon Clark, Head of Workforce Management and Customer Improvement

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

## Other companies using Cognigy

- [Aegea](https://www.usedby.ai/companies/aegea.md) — Confirmed
- [BICS](https://www.usedby.ai/companies/bics.md) — Confirmed
- [BVG](https://www.usedby.ai/companies/bvg.md) — Confirmed
- [Banco do Brasil](https://www.usedby.ai/companies/banco-do-brasil.md) — Confirmed
- [Bayer](https://www.usedby.ai/companies/bayer.md) — Confirmed
- [Bosch](https://www.usedby.ai/companies/bosch.md) — Confirmed

## What usedby checked

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

- Checked: the figure 50% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of HUMM Group.
- Checked: HUMM Group 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/humm-group-cognigy · How we check: https://www.usedby.ai/methodology