# How SalzburgAG uses Cognigy

**2,500 calls**: “saving us around 2,500 calls each month”

As published on [cognigy.com](https://www.cognigy.com/en/case-study/salzburg-ag). Captured by usedby on 2026-11-05.

- Company: [SalzburgAG](https://www.usedby.ai/companies/salzburgag.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Energy, Utilities & Cleantech](https://www.usedby.ai/companies/industry/energy-utilities-cleantech.md)
- Teams: Customer Service
- Customer since (as the page says): Cognigy.AI was chosen in 2018 as the optimal solution to meet their customers' needs.

## The use case: how SalzburgAG deploys Cognigy

Salzburg AG uses Cognigy to run LEA, a multimodal self-service chat AI agent that answers customer questions, processes orders, and hands conversations over to live agents with full context. It was later extended with Cognigy Knowledge AI and GPT for more context-aware responses.

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

> Our customer service team truly appreciates the collaboration with the Digital Chat AI Agent. It efficiently handles routine inquiries and precisely manages orders, saving us around 2,500 calls each month.

- **89%**: “earning an 89% customer satisfaction rate”
- **160,000**: “manages over 160,000 messages annually”
- **400**: “LEA has expanded its capacity to address over 400 different topics”
- **4,000**: “manages over 4,000 orders from start to finish”

> Our customer service team truly appreciates the collaboration with the Digital Chat AI Agent. It efficiently handles routine inquiries and precisely manages orders, saving us around 2,500 calls each month. This reduction in call volume allows our agents to dedicate more time to engaging with customers who have complex requests.
>
> Sarah Haider, Digital Manager Conversational AI at Salzburg AG

Source: [cognigy.com](https://www.cognigy.com/en/case-study/salzburg-ag), captured 2026-10-02.

## Cognigy users in Energy, Utilities & Cleantech

- [Aegea](https://www.usedby.ai/companies/aegea.md) — Confirmed
- [Helen](https://www.usedby.ai/companies/helen.md) — Confirmed
- [Linde](https://www.usedby.ai/companies/linde.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-11-05.

- Checked: the figure 2,500 calls is printed word for word on the page, near the name of SalzburgAG.
- Checked: the passage quoted above is copied word for word from the page, near the name of SalzburgAG.
- Checked: SalzburgAG uses Cognigy. Confirmed line. Latest check across sources: 2026-11-05.
- Not checked: the result itself. We quote it; we did not measure it.

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