The 2026 Forrester Wave™ assesses the top conversational AI platforms for customer service across strategy, capabilities, and customer feedback.

NiCE Cognigy was recognized as a Leader — which we believe reflects its ability to support complex, AI-driven customer interactions at scale.

From scripted bots to agent-driven systems

Customer service is moving beyond single-turn automation toward multi-step, agent-based interactions.

This shift requires platforms that can:

• Execute tasks across systems, not just respond to prompts
• Orchestrate workflows across data, APIs, and AI models
• Maintain context across interactions and channels
• Operate reliably in production environments

Built for real-world AI operations

The Forrester evaluation notes that NiCE Cognigy is “a good fit for organizations looking to deploy complex agentic-driven conversational AI applications at scale.”

With NiCE Cognigy, teams can:

• Automate end-to-end customer journeys across channels
• Orchestrate actions across systems, tools, and knowledge sources
• Deploy and manage agent-based experiences at scale
• Continuously optimize performance based on real interactions

Access the full Forrester Wave™ report

See how NiCE Cognigy compares across strategy, capabilities, and customer feedback.