The use case: how Personify deploys Cognigy
Personify Health's Member Services team uses Cognigy.AI to run an AI Agent that identifies member intents and answers questions using Zendesk Help Center content within Zendesk LiveChat. It also supports ticket creation and handoff to member support agents.
More reported results
Figures published in Cognigy’s case study. They are not independently measured by usedby.
Covering 29 distinct topic areas, the AI Agent consistently achieved a remarkable average model accuracy of 97%.
The AI Agent also saw a substantial rise in usage, with user sessions more than doubling from 12,000 to 30,000, underscoring its growing popularity and added value.
In the customer’s words
Cognigy's cutting-edge technology has transformed our customer support, achieving an impressive 40% containment rate within a single month.Other companies using Cognigy
Customers across industries, with public evidence.
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- Oct 8, 2026
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In just over a month, the Cognigy.AI solution implemented by Personify Health achieved a containment rate of approximately 40%, an increase of more than tenfold compared to the previous solution, marking a significant milestone in enhancing member support.