{"slug":"lufthansa-group-handles-16m-conversations-a-year-with-cognigy-self-service-ai-agents","url":"https://findausecase.com/use-cases/lufthansa-group-handles-16m-conversations-a-year-with-cognigy-self-service-ai-agents","title":"Lufthansa Group handles 16M+ conversations a year with Cognigy Self-Service AI Agents","description":"Facing overwhelming call volumes during COVID-19, Lufthansa Group consolidated its customer service under Cognigy.AI to build Self-Service AI Agents that handle rebookings, travel info, alternative flight checks and refunds across Austrian, Lufthansa and SWISS. The AI Agents are deployed across websites and SMS links with multilingual support and real-time translation. Lufthansa now runs 16+ customer service AI Agents handling more than 16 million conversations per year, with peak days seeing up to 375,000 AI conversations, freeing human agents to focus on more complex issues.","company":"Lufthansa Group","industry":"Transportation","aiCapabilities":["Conversational AI"],"businessFunctions":["Customer Service & Support"],"technology":["Cognigy.AI"],"deployment":"Unknown","problemStatement":"In the face of the Covid-19 pandemic, Lufthansa Group’s passengers desperately needed help. They flooded call centers and websites looking for up-to-the-minute information or to change or cancel their flights.","solutionApproach":"Lufthansa identified Cognigy as the best solution on the market to train AI Agents at scale, integrating them across multiple customer touchpoints including websites and SMS links, equipped with multilingual support and real-time translation.","businessValue":"The airline handles about 16 million conversations throughout the year with AI, with peak days seeing up to 375,000 interactions, and automating high-volume routine queries has freed human agents to handle more complex issues.","evidence":{"band":"high"},"sourceUrl":"https://www.cognigy.com/en/case-study/lufthansa","dates":{"publishedAt":"2026-10-02T05:46:38.268Z","publishedAtSource":"pipeline","updatedAt":"2026-10-02T05:46:38.268Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/lufthansa-group-handles-16m-conversations-a-year-with-cognigy-self-service-ai-agents. Bulk republication requires permission."}