# How Mister Spex uses Cognigy

**30 seconds**: “30 seconds saved per call”

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

- Company: [Mister Spex](https://www.usedby.ai/companies/mister-spex.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [E-commerce & D2C](https://www.usedby.ai/companies/industry/e-commerce-d2c.md)
- Teams: Customer Service, Service Operations, Customer Excellence

## What the story says

Mister Spex uses a NiCE Cognigy AI phone agent that replaces its IVR logic. It verifies callers, answers order-tracking (WISMO) questions using CRM data, emails follow-up information, and routes other calls to the right support specialist.

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

> Service team efficiency has notably improved, saving up to 30 seconds on every call, and enhancing overall customer service responsiveness.

- **70%**: “70% caller verification rate”
- **52%**: “52% of "Where is my order?" inquiries fully automated by AI”
- **96%**: “96% Intelligent routing to right support team”
- **88%**: “88% Return label automation via phone”

> Our C-Level executives, service teams, and customers alike have embraced the AI phone agent solution and acknowledge the positive impact on customer experiences.
>
> Rose Schenk, Head of Service Excellence @ Mister Spex

## What usedby checked

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

- Checked: the figure 30 seconds is printed word for word on the page, near the name of Mister Spex.
- Checked: the passage quoted above is copied word for word from the page, near the name of Mister Spex.
- Checked: Mister Spex uses Cognigy. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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