# How Personify uses Cognigy

**40%** Containment rate within about one month of launch

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

- Company: [Personify](https://www.usedby.ai/companies/personify.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Sales Tech & CRM](https://www.usedby.ai/companies/industry/sales-tech-crm.md)
- Teams: Member Services

## 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.

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

> 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.

- **97%**: “Covering 29 distinct topic areas, the AI Agent consistently achieved a remarkable average model accuracy of 97%.”
- **30,000**: “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.”

> Cognigy's cutting-edge technology has transformed our customer support, achieving an impressive 40% containment rate within a single month.
>
> Ivana Suljetovic, Director Member Services at Personify Health

Source: [cognigy.com](https://www.cognigy.com/en/case-study/personify-health), 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 40% 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 Personify.
- Checked: Personify uses Cognigy. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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