# How Public Storage uses Cognigy

**85%** Generative AI search accuracy

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

- Company: [Public Storage](https://www.usedby.ai/companies/public-storage.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Real Estate Assets](https://www.usedby.ai/companies/industry/real-estate-assets.md)
- Teams: Customer Care, IT, Marketing

## 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.

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

> 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.

- **20%**: “20% reduction in hold time”
- **8%**: “8% improvement in CSAT among new hires”
- **16%**: “16% increase in customer survey response rates”
- **31.8%**: “Average monthly traffic to the knowledge portal increased by 31.8% from 2024 to 2025”

> 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.
>
> Dilhara Kaluarachchi, Vice President of Customer Care

Source: [cognigy.com](https://www.cognigy.com/en/case-study/public-storage), 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 85% 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 Public Storage.
- Checked: Public Storage 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/public-storage-cognigy · How we check: https://www.usedby.ai/methodology