# How Lufthansa uses Cognigy

**16 million**: “handling about 16 million conversations throughout the year with AI”

As published on [cognigy.com](https://www.cognigy.com/en/case-study/lufthansa). Captured by usedby on 2026-10-02.

- Company: [Lufthansa](https://www.usedby.ai/companies/lufthansa.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Airlines & Aviation Services](https://www.usedby.ai/companies/industry/airlines-aviation-services.md)
- Teams: Customer Service

## What the story says

Lufthansa uses Cognigy.AI to build and run self-service AI agents that let passengers handle rebookings, check alternative flights, access travel information and get refunds. The agents run on its websites and via SMS links, with multilingual support and real-time translation.

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

> By leveraging AI-driven Self-Service Agents, the airline managed to significantly increase its interaction capacity, handling about 16 million conversations throughout the year with AI, with peak days seeing up to 375,000 interactions.

- **375,000**: “peak days seeing up to 375,000 interactions”

> We believe Cognigy.AI to be the most comprehensive, user-friendly Conversational AI platform on the market today, to build advanced, multi-lingual AI Agents at scale.
>
> Nick Allgaier, Product Manager Digital Assistants

## What usedby checked

We compared the story with its live page on 2026-10-03.

- Checked: the figure 16 million is printed word for word on the page, near the name of Lufthansa.
- Checked: the passage quoted above is copied word for word from the page, near the name of Lufthansa.
- Checked: Lufthansa 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/lufthansa-group-cognigy · How we check: https://www.usedby.ai/methodology