AI agents for customer service

Data-driven, with actionable insights at the core: with CXone platform features that come with NiCE Cognigy AI, you can analyze your customer interaction data—your most valuable source of information—to surface high-impact, high-ROI intents for automation and continuous opportunities for improvement, so you can stay on top of shifting customer needs and priorities and ensure you’re getting the best possible value.

Cutting-edge, multimodal experiences: Cognigy AI offers humanlike natural language experiences that are equally fluent over digital or voice channels. Multimodal capabilities expedite resolution by seamlessly blending voice, text, multimedia, and device capabilities.

Technical transparency: unlike black box solutions, Cognigy AI offers technical transparency; extensive, accessible documentation; and real-time observability into AI agent operations.

Customer experience focus: built and fine-tuned based on years of training and CX interactions, Cognigy AI is specifically designed to meet the unique demands of customer service environments. Leveraging Cognigy's expertise, platform, and partnerships, it integrates seamlessly with existing business systems and maintains high standards of compliance and security, ensuring AI agents are purpose-built for customer service excellence.

Super-fast time to value: with a low-code, user-friendly UI, simple agentic prompting, and extensive prebuilt integrations and components, users of any technical skill level can quickly design, train, and deploy AI agents for customer service. Additionally, pre-trained agents are ready for immediate deployment, reducing time-to-market. By the same token, unmatched platform extensibility also allows pro-code developers to customize and extend AI agents without limitations.

Proven leadership and consistency: Cognigy AI has a consistent track record of successful enterprise deployments, customer recommendations, and analyst leadership.

Enterprise-ready & scalable operations: Cognigy AI is secure, scalable, and enterprise-ready with full compliance and encryption. Cognigy AI agents can handle up to 25k concurrent conversations on chat or voice.

Composable and flexible architecture: The robust features of Cognigy AI—including multimodality, orchestration, and business process modeling—are combined with agentic AI adaptability. This composable architecture (Composite AI) allows for seamless orchestration of complex workflows with minimal human intervention, giving businesses dynamic flexibility and maximum control.

To design and launch AI agents with NiCE Cognigy AI, start by choosing the customer problems you want to fix and the channels where AI should step in. Create your voice and chat AI agents in the AI Agent Studio, define their persona and responsibilities, and plug in your data through Knowledge AI plus any required system connections. Use the Flow Editor or Agentic AI tools to shape how each agent thinks, responds, and completes tasks. Test across chat and voice, confirm smooth handover to human agents, and publish to your preferred channels. Once live, continuously monitor results and refine with our built-in omnichannel analytics suite.

NiCE Cognigy AI does not replace jobs but significantly enhances contact center efficiency, leading to substantial cost savings. By automating routine and complex inquiries, it frees human agents to focus on high-value activities, ultimately contributing to a more efficient operation. This collaboration empowers human agents to deliver superior customer experiences with faster response times, better accuracy, and improved satisfaction for both customers and employees.

We prioritize data privacy and security. Cognigy AI uses advanced encryption and built-in safety mechanisms to ensure all information remains secure. Unlike a blackbox, Cognigy gives business users full control over all processed data. We comply with GDPR, HIPAA, and other regulatory standards, and are certified with ISO 9001, SOC 2, among others. AI agents are trusted by enterprises across industries, including airlines, insurance,

banking, and healthcare, and have been rigorously vetted for security and compliance. Inbuilt safety instructions guide AI agents on how to manage content generation, interactions, and responses, ensuring alignment with ethical, legal, and operational boundaries.

AI agents are powered by Cognigy's proprietary conversational AI engine enhanced with cutting-edge Large Language Models (LLMs). Generative AI underpins agentic AI’s ability to reason dynamically and adapt to diverse customer scenarios. This allows AI agents to go beyond scripted interactions, crafting humanlike and contextually accurate responses that elevate customer experiences. Combined with Cognigy's robust AI agent automation framework (Composite AI), this technology provides businesses with unprecedented flexibility in engaging customers effectively across multiple channels.

Interaction data analysis and actionable insights are powered by Enlighten, NiCE’s proprietary AI for customer experience, trained on the world’s largest dataset of labeled and validated customer experience interactions. Enlighten AI models are custom built to understand every part of the customer interaction, breaking down compound and complex intents, recognizing each discrete step agents took to solve problems, and scoring interactions against criteria like resolution and sentiment.

We leverage technology from industry-leading LLM vendors such as OpenAI, Azure OpenAI, Anthropic, Google Gemini, Mistral, or Amazon Bedrock, while offering support for custom and fine-tuned models. Our approach is LLM-agnostic, giving clients the flexibility to choose and combine different LLMs that best suit their functional, business, and data protection requirements.

Imagine someone calls roadside assistance and says, “My car won't start.” Depending on the context, the conversation could take many different paths: Is it an emergency? Is the caller at home or on the road? Is there a message on the dashboard display? Does the caller need a tow truck or a rental car? Is it covered by insurance? Traditional bots had to anticipate every possible turn in a conversation, which was labor-intensive and error-prone.

Agentic AI, however, approaches this differently. Trained on millions of conversations, AI agents understand and handle scenarios without needing a strict script. They pursue goals and autonomously find the best resolution path:

Reasoning and autonomous decision-making: AI agents decide on the best action or response at each step, using all available data points, never collecting redundant information, prioritizing actions, and even considering customer sentiment before replying.

Tool awareness & knowledge access: AI agents are “aware” of tools they have access to, such as requesting location data from device sensors or engaging third-party services like tow trucks. GenAI agents can also access relevant knowledge bases, custom-tailoring information to fit the situation. Both tool use and knowledge are grounded, i.e., an AI agent will not propose a course of action that isn't feasible.

Collaboration: AI agents can collaborate with other AI agents or hand over tasks, such as booking a rental car when needed. They can also check in or hand over to a human agent when the conversation hits escalation parameters.

The result of these capabilities is that interacting with agentic AI is like talking to a knowledgeable, empathetic, empowered support member with the authority and tools to assist immediately.

Agentic AI delivers a vastly improved customer experience. By leveraging advanced memory functions and real-time data integration, conversational AI agents can provide hyper-personalized, meaningful interactions that adapt to each customer’s context. Using dynamic reasoning capabilities, GenAI agents can break down complex tasks, autonomously define the shortest path to resolution, and work towards goals. The reduction in agent creation time and maintenance allows businesses to focus more on enhancing the quality of these interactions and scope of integrations. Customers benefit from faster, more accurate responses and a more humanlike conversational experience—all of which contribute to higher satisfaction and loyalty.

Creating and managing automated customer support agents has historically been complex and labor-intensive, but agentic AI also simplifies agent creation and significantly reduces maintenance efforts, allowing contact centers to operate more efficiently. This reduces costs, accelerates deployment, and empowers human agents to focus on more complex and high-value tasks, all while maintaining high standards of compliance and integration.