Major sanitation company
Utilities and mass digital customer service with Cognigy AI
WhatsApp automation that delivers scalable, efficient support.
IMPACT METRICS
1.6M
conversations a month
80%
fewer escalations
87%
self-service retention
- Technologies
- CognigyWhatsApp
THE PROJECT
One of Brazil's largest private sanitation companies implemented the Cognigy AI platform with GBPA to automate customer service on WhatsApp.
The initiative became strategic during the floods that hit southern Brazil, when millions of people needed fast, scalable and reliable information about water supply, incidents and emergency services.
AWARDCognigy Awards 2025, “Most Supportive Use Case” category: the project was recognised among the Innovation Champions at Nexus 2025 in Düsseldorf, Germany.
STRATEGIC IMPACT
- Mass communication
- Peak absorption
- Less agent overload
- Citizen trust
The chatbot built in six hours
With operations halted by the floods, GBPA and the client's technology team built a chatbot on the Cognigy platform in record time. Six hours later it was live, with every integration it needed, serving the population on WhatsApp.
- to put the chatbot live
- 6 h
- self-service interactions
- 540k+
- water bills issued
- 130k+
- cities served today
- 500+
- Brazilians reached
- 31M+
BUSINESS IMPACT
- Mass, continuous communication with the population during the crisis.
- Extreme demand peaks absorbed without degrading the service.
- Less pressure on human contact centres in the middle of an operational emergency.
- Citizen trust maintained, with consistent information on a channel everyone uses.
- 80% fewer first-level requests in just 10 months of operation.
- Critical events, such as water outages, no longer create long service queues.
