Frisco, TX/June 24, 2025 – Careington International Corporation is proud to announce enhanced customer service efficiencies through its collaboration with Cognigy, a global leader in AI-driven customer service solutions. By integrating Cognigy’s innovative AI solution into Careington’s call center operations, Careington has expanded its capacity to deliver superior service and support for its valued clients and members.
For more than 45 years, Careington has been a leader in the health and wellness benefits space. Since its founding in 1979, Careington has been delivering dental discount solutions as its core competency. Today, Careington has expanded to offer a growing portfolio of 150+ health, wellness, lifestyle and virtual health products and services designed to deliver cost savings across a spectrum of life needs. Through its affiliated nationally licensed third party administrator (TPA), Careington also delivers full-scale administrative services, including customer service, licensed enrollment, claims administration, individual and group billing and more.
Careington’s U.S.-based Customer CARE team supports 30 million members and thousands of clients across the Careington companies and brands nationwide. Based in North Texas, the contact center is home to hundreds of dedicated Customer CARE representatives who provide live-agent assistance for product education, account maintenance, eligibility verification, provider searches, fulfillment requests, claims inquiries and other concierge services. Guided by the core values for which it was named – Compassion, Accountability, Responsiveness and Empowerment – the Customer CARE team is often the first point of contact for all member, client and provider interactions. This team is committed to delivering superior service with empathy and precision, tailored to each caller’s individual needs.
Now, with the integration of Cognigy.AI for intelligent IVR and routing, Careington is deploying more intuitive self-service options that improve the customer journey from the moment a call is placed. The AI system verifies callers, understands their needs and efficiently routes them to either self-service features or a live representative, based on the call type. This streamlines operations, reduces wait times and allows human agents to focus on complex or sensitive inquiries.
“With a high volume of daily calls, chats and emails, our Customer CARE team relies on advanced technology to help us effectively manage all communications,” said Lora Ross Lawson, vice president of contact centers. “While live-agent support remains at the heart of the effective customer service we deliver, integrating Cognigy’s AI solutions has allowed us to significantly increase productivity and improve the quality of our services.”
“Careington is proud to implement Cognigy’s AI solutions to enhance our high-touch member support and bolster one of our core administrative capabilities – customer service support,” said Careington CEO, Stewart Sweda. “By leveraging cutting-edge technology, we’re able to further optimize the products and services we deliver as a single-source solution and serve our valued member population more efficiently.”
Cognigy’s AI solutions are designed to transform customer interactions by delivering fast, personalized and intelligent support. Trusted by industry leaders worldwide, Cognigy equips service teams with tools that enhance the customer experience while optimizing internal efficiency.
“Careington’s unwavering commitment to delivering thoughtful, high-quality service to their members aligns seamlessly with our mission at Cognigy,” said Joe Havlik, Vice President, Americas at Cognigy. “By leveraging Cognigy’s AI solution, Careington is able to manage high volumes of interactions with greater efficiency, while allowing their human agents to focus on more complex, high-value engagements where the human touch is most impactful. With both organizations headquartered in Dallas, we had an enhanced ability to work side by side, accelerating the pace of innovation as we elevated the customer experience.”
About Cognigy
Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time. Over 1,000 brands worldwide trust Cognigy and its vast partner network to create AI customer service agents for their contact center. Cognigy’s impressive worldwide customer portfolio includes Bosch, Nestlé, DHL, Frontier Airlines, Lufthansa Group, Mercedes-Benz and Toyota. For more information and to book a demo visit: www.cognigy.com.
