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London Tech Week

Cognigy secures $100M for AI-powered customer service automation

Cognigy founders
Picture credits: Cognigy

Cognigy, a startup in the AI-first customer service automation, has secured $100 million in Series C funding. The round was led by Eurazeo Growth (which invested in Futura and Aqemia), with participation from existing investors Insight Partners, DTCP, DN Capital, and others. 

Funds utilisation

The new funding will accelerate Cognigy’s mission to deliver AI-first customer service at scale and global expansion. In addition to this, the new capital round will be directed toward enhancing its research and development efforts in Conversational AI with Generative AI, enabling the creation of more sophisticated and intuitive customer service solutions.

This announcement follows years of triple-digit growth for Cognigy, fueled by an increase in market demand across all industries. In the last 12 months, Cognigy has seen explosive growth in the use of its platform, with hundreds of millions of interactions handled on the platform.

AI platform for customer service

Cognigy was founded in 2016 by Benjamin Mayr, Philipp Heltewig, and Sascha Poggemann. Its AI-first approach uses both Conversational and Generative AI to deliver pre-trained AI Agents that resolve high-volume customer requests at scale. This allows enterprise customer service leaders to focus their scarce human agents on high-value conversations. As well as serving end customers, the same AI Agents switch roles to act as Agent Copilots, providing instant and contextual assistance to human agents and automating routine tasks such as call wrap-up.

The company provides an enterprise-grade AI platform to build, operate and analyse the advanced AI Agent workforce that many major brands including Lufthansa Group, Virgin Pulse, Frontier Airlines, Bosch, Toyota, TechStyle Fashion Group and Mercedes-Benz rely on today to deliver exceptional customer service. 

“Delightful customer service is a top priority for enterprises and is one of the pain points pervading every industry that technology has not been able to solve successfully to date. Cognigy’s enterprise-grade orchestration layer for AI Agents works alongside human agents to deliver a highly effective, personalised service on any channel,” said Raluca Ragab, Managing Director, Head of UK and DACH of Eurazeo Growth.

“We spoke to a large number of Cognigy’s customers as part of our research and, without exception, they all would recommend Cognigy because the platform enables them to reach a very high level of automation (70%+) across millions of conversations with no latency, which is very complex to do. We are proud to support Cognigy’s global growth and mission to revolutionise conversation automation for the enterprise. This investment aligns perfectly with our Eurazeo Growth strategy of supporting European AI champions and scaling them up to become global category leaders,” added Romain Mombert, Director of Eurazeo Growth.

“The market opportunity for AI-first customer service is immense,” said Philipp Heltewig, Co-founder and CEO of Cognigy. “Enterprises across all industries are recognising the critical need for efficient, scalable, and personalised customer interactions. Our platform delivers and manages AI Agents that revolutionise the customer service landscape, providing businesses with the tools to exceed customer expectations and drive loyalty. This funding will enable us to seize this opportunity, expand our global footprint, and continue to innovate our platform to meet the evolving needs of our clients.”

“We continue to see tremendous potential in Cognigy’s AI-first approach to customer service,” said Teddie Wardi, Managing Director at Insight Partners. “The company’s innovative technology and strong leadership team position Cognigy as a market leader in enterprise customer service automation, as evidenced by top rankings in Gartner and Forrester’s Conversational AI reports. We are excited to continue our support of Cognigy’s vision and growth.”

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