Ferrellgas

The Situation

Ferrellgas is one of the largest propane distributors in the United States, serving residential, commercial, and industrial clients nationwide. By the time of engagement the contact centre was operating under acute strain: 90% call abandonment, wait times of 10 to 15 minutes, an outdated IVR routing customers through confusing menu layers before reaching an agent, and no self-service capability for payments or routine account enquiries. Every failed interaction landed with an agent. The contact centre could not scale the way it was built.

What We Did

One Primero deployed Cognigy AI across Ferrellgas's NiCE CX environment — configuring Cognigy Autopilot to handle call classification, routing, and self-service fulfilment, and Cognigy Copilot to give agents real-time interaction context on escalations. 

Payment flows were built directly into the Cognigy layer, allowing customers to complete transactions without agent involvement. Reporting was configured to surface AI performance, escalation patterns, and call classification accuracy inside NiCE CX. 

Research showed 60% of callers abandon when they detect a system transition, so One Primero designed the AI-to-agent handoff to produce no audible signal.