The use case: how Public Storage deploys Cognigy
Public Storage consolidated its customer care operations on the CXone platform, covering knowledge management, interaction analytics, quality, feedback and workforce management. It then added generative AI search and automated interaction summaries on top of that foundation.
More reported results
Figures published in Cognigy’s case study. They are not independently measured by usedby.
20% reduction in hold time
8% improvement in CSAT among new hires
16% increase in customer survey response rates
Average monthly traffic to the knowledge portal increased by 31.8% from 2024 to 2025
In the customer’s words
This was never about selecting a vendor. It was about choosing a strategic partner with the same customer obsession and focus to grow with us.Other companies using Cognigy
Customers across industries, with public evidence.
See all Cognigy customers
Go straight to the source
Based on Cognigy’s published case study. We check the public evidence; the results are reported by the vendor.
cognigy.com- Last checked
- Oct 8, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 85%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Public Storage.
- Public Storage uses CognigyChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Generative AI search now answers customer questions with 85% accuracy, knowledge portal traffic has increased by 31%, and customer follow-up rates have improved by 3.2 percentage points.