AI Agents Podcast Building the Future of Customer Experience with Alan Ranger of Cognigy | EP66
Aug 12, 2025
Alan Ranger, VP of Marketing at Cognigy, brings 15 years of contact center expertise to the discussion on AI's revolution of customer service. He delves into how AI agents automate tasks, reduce wait times, and enhance interactions. The conversation highlights the integration of large language models, emphasizes hyper-personalization in marketing, and shares insights on navigating data compliance in AI implementation. Jordan explores the shift from static websites to dynamic conversations, stressing the importance of customer experience in a tech-driven world.
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Visual Returns Handled By Agent
- A fashion brand's returns are handled by an agent that inspects a consumer photo and classifies damage automatically.
- If uncertain, the AI sends the image and its assessment to a human who responds back through the agent to the consumer.
AI Agents Free Humans For Value Work
- Cognigy builds AI agents to automate routine contact center tasks and leave humans for higher-value work.
- This approach improves customer experience while addressing advisor shortages and burnout post-pandemic.
Lufthansa Rebooks At Massive Scale
- Lufthansa's AI agent rebooked thousands of flights during strikes and handled massive message volumes.
- The deployment scaled to around 10,000 messages per minute during peak rebooking load.