NiCE Cognigy - AI Agents for Enterprise Contact Centers

My main use case for Cognigy.AI Platform involves building AI agents for a couple of industries, mostly focused on the telco industry.

I have completed several projects with Cognigy.AI Platform in the telco industry. I started with creating simple Q&A and FAQ agents. Then I worked on a project where I was helping customers with next best offer creation. We were from the customer service side, and after closing service calls, we wanted to offer upsell opportunities to customers, which is the type of agent that I built in one of the projects. I also attempted one where I wanted to cater to a couple of intents where the top intents were billing dispute and network outage.

The best part of using Cognigy.AI Platform is that the user interface is very friendly and easy to use. Learning the platform itself is quite good. The best part is the academy that Cognigy provides, and since we are partners, I have access to courses where I can learn more. Learning through those courses is very easy, and using Cognigy.AI Platform, the UI that is made available, the flows, the nodes, branching, all these features are very handy. The options for STT and TTS, along with the right panel where I can perform many commands, are also quite solid. The integration capabilities are a strong suit of Cognigy.AI Platform. For example, I have worked actively with Salesforce, and it is relatively less challenging to integrate Cognigy.AI Platform with Salesforce. These are the major aspects where I prefer Cognigy.AI Platform compared to other similar platforms that I have used.

I would also like to highlight that the flow and UI of the portal itself are excellent. The lexicons, AI agent side, LLMs, and knowledge hub—all of which are most pertinent to building the journey—are right in front of me. The broad window where the flows are being built is also very nice. When I right-click on any box, the options that appear seem to include everything I need. The right-click menu presents all necessary features in an intuitive way, making it easy to use.

I feel there are challenges with scripting in Cognigy.AI Platform. While building nodes, I often had to do scripting, and just by prompting or providing instructions, the node was not able to behave the way it should. I had to resort to scripting, but scripting is not easy in Cognigy.AI Platform. Additionally, there are no handy resources available that could tell me which commands will actually get followed. For example, if there was a yes or no node, every time it was going towards yes despite providing multiple instructions, and eventually, I had to do scripting using some GPT assistance to find out what script would work. It worked, but it was quite a hassle.

The scripting challenges extend to documentation as well. I could not find very handy resources available to learn how to do scripting in Cognigy.AI Platform. All the tutorials talk about nodes and joints and how to do prompting, how to provide instructions, and how to create multiple layers of branching, but I do not recall any resource that specifically covers scripting. There was probably a development course available initially, but it is no longer there. I could not find handy resources to refer to when doing scripting, and I had to resort to trial and error. I tried a couple of scripts from Chat GPT, but they were not working, which meant they were not correct. The problem was that I did not know what the correct script actually was.

Regarding features I wish were included, I think it would have been beneficial if a pre-built LLM was available in the sandbox environment or trial box. In my organization, I often create demos or POCs before going to clients, and at that time it becomes a bit of a challenge because I do not have LLMs available just to showcase. Perhaps with limited tokens, some LLM should be available. The voice bot and STT and TTS are good, but the ease into chatting is more than building a voice bot agent. I cannot pinpoint exactly what, but there is a difference in ease of use between these features.

I also think it would be great if Cognigy.AI Platform could provide more use case specific pre-built AI agents. The current pre-built agents look very much like placeholders and are very straightforward. In Salesforce, for example, there are agents that are specifically for summarizing, account discovery, or sampling and ordering. These are very niche-based use cases that are pre-built. If Cognigy.AI Platform could provide more niche use cases for each industry instead of having a blanket one, that would ease deployment when creating something or pitching Cognigy.AI Platform to clients. This would reduce implementation time drastically. Regarding the voice bot, ElevenLabs is a very good platform that is integratable, but if those features were native to Cognigy.AI Platform, that would have been great because ElevenLabs is becoming a favorite when it comes to voice bot capabilities.

I think Cognigy.AI Platform can be improved by adding more features that other platforms are bringing in. It should become more multi-modal, and voice integrations should have more options available. As a conversational AI platform, Cognigy.AI Platform could benefit from video-based conversation capabilities similar to what other platforms offer. The world is moving towards a direction where customers would prefer to show rather than speak or type, and if Cognigy.AI Platform could advance in that direction, it would be very helpful.

The analytics capabilities could also be improved. Although I use conversation insights and analytics are provided, the dashboard cannot do analysis on many aspects, and much deeper analytics have to be pulled from the platform that I integrate into it. The analytical behaviors can be improved significantly. One interesting use case was about sentiment analysis, where I can call out whether it was negative, positive, or neutral sentiment. However, my clients want to go deeper into it, looking for sentiments such as happy, cheerful, pleasant, sad, and grief. If those kinds of sentiments could be brought into the analytics, it would be a big plus for Cognigy.AI Platform.

I have been using Cognigy.AI Platform for more than two years now.

I have not previously used a different solution for my clients. I have been working on Cognigy.AI Platform for the last two years only. Primarily, the use cases have been driven with the LLM that has been brought in. Before that, I worked with native features in Salesforce, such as Einstein chat. The quick deployment and short time to get up and running were a couple of aspects where clients were demanding Cognigy.AI Platform. This was not a case of replacement but rather a case of development for the first time. Most of the projects have been greenfield projects.

I have seen a return on investment with Cognigy.AI Platform for my clients. I have mostly targeted reducing wait time and AST, which are average speed to answer and wait time. These are the two areas where I have seen the most benefits. Although I target many KPIs, the feedback has been positive on the side that customers did not have to wait anymore and AST has gone down significantly. These are the two solid pieces of feedback I have received. There are others as well, but I would like to emphasize on these two primarily.

My advice to others looking into using Cognigy.AI Platform depends on who they are. If it is my colleagues and my team, I would rather have them learn it quickly and get their hands dirty as soon as possible. If it is clients, I would want them to have their ecosystem prepared, with their integrations and other components ready to be used actively with Cognigy.AI Platform. Since I work as a consultant, the adoption is not specifically for Cognigy.AI Platform but rather for the contact center or conversational aspect where clients are facing challenges, and I provide them alternatives, amongst which one could be Cognigy.AI Platform. I would rate my overall experience with Cognigy.AI Platform as a nine out of ten.

My main use case for Cognigy.AI Platform is for contact center solutions, where I build solutions for intent routing via voice and chat. Another use case is building cognitive flows that utilize intent-driven routing and voice routing while integrating endpoints with HTTP request nodes, webhooks, and APIs to retrieve data from databases and feed it into CRMs for web chat, chatbots, and live agents. I use it daily to build solutions for contact centers.

I also use Cognigy.AI Platform as an innovative way for our contact center clients to allow their clients to reach them, moving beyond traditional methods such as voice chats and emails. Cognigy.AI Platform offers a different approach to the contact center environment, integrating artificial intelligence and improving the overall contact center experience for day-to-day users.

The best features of Cognigy.AI Platform are numerous, including HTTP requests and intent-driven routing. The AI agents can be set up as contact center employees, serving as the first point of contact before engaging live agents. Furthermore, the integration with third-party applications is easy, which simplifies configurations for technical personnel to code and configure everything in one place to build a solution. These are the standout features of Cognigy.AI Platform for me.

I have also found the visual flow builder to be valuable, and regarding analytics and reporting, those are also great features.

The positive impact that Cognigy.AI Platform brings to our organization is the ability to package competitive solutions to present to the market against existing alternatives.

Although we do not use Cognigy.AI Platform as an organization, we sell it to clients as NICE partners. Clients have valued it highly and recognize the positive impacts, noting advantages such as improved customer experiences.

Features such as additional support for multiple programming languages inside the HTTP request nodes would be a helpful improvement, beyond just JavaScript.

I have been working in my current field for over 10 years.

Cognigy.AI Platform has been pretty stable so far.

Like any AI platform, Cognigy.AI Platform has some inaccuracies, but they are rectifiable. Reliability depends on how I, as a technical specialist, configure it, and with proper configurations, it can yield very reliable solutions.

To date, I have not had a client requiring to scale up or down.

I have not needed to seek support from NICE Cognigy.

I provide support for Cognigy.AI Platform, and there has been no incident requiring intervention with Cognigy support thus far.

I did not transition from another solution because my role focuses on deployment to clients. Most clients now using Cognigy.AI Platform came from solutions such as NICE CX, Avaya, or Genesys.

As a technical specialist, I have very little knowledge regarding pricing, setup costs, and licensing, so it would be best suited for our sales team and solutions architects.

Notable returns on investment mentioned by clients include improved customer experiences and quicker response times, which are the two relevant metrics I can share.

Clients evaluated other options before selecting Cognigy.AI Platform, but I am unaware of which specific solutions they tested.

My advice for those considering Cognigy.AI Platform is that it is ideal for improving customer experience and ensuring quicker response times. It is also suitable for those looking for a solution with minimal limitations on integrations and for those interested in integrating AI agents and chatbots into their contact center solutions. I would rate this product an 8 out of 10.

My main use case for Cognigy.AI Platform is as a software engineer where I do the implementation and configuration of different CCaaS tools, with Cognigy being one of the tools I mainly use for designing flows, conversational AI designs, and IVR designs.

Cognigy.AI Platform offers best features that include designing flows, setting up conversational AI or IVR, and integrating with external tools, which stand out to me as very easy for any configurator or implementation person.

I find the ease of integrating Cognigy.AI Platform with external tools to be very smooth. The integrations with Cognigy.AI Platform or a third-party tool are straightforward, allowing connection and use of all the pre-built, predefined integration tools, making it very easy compared to other CCaaS tools.

Cognigy.AI Platform has positively impacted my organization by helping with the automation of tasks and providing pre-built libraries that assist configurators with no-code design, which outclasses other tools.

I have not come across any areas for improvement in Cognigy.AI Platform because it stands out as a tool that is easy to build or configure with low-code functionality compared to other tools.

I wish for better documentation for Cognigy.AI Platform. The articles and help articles would definitely assist any configurator or customer in understanding the features and functionality to make complete use of Cognigy.AI Platform's capabilities.

I have been using Cognigy.AI Platform for more than six months. I have gone through extensive training and completed my certifications.

Cognigy.AI Platform is stable in my experience.

Cognigy.AI Platform's scalability is adequate and can handle increased workloads or users easily.

I think customer support for Cognigy.AI Platform can be improved, but currently it is good.

I previously used Genesis before switching to Cognigy.AI Platform because of its low-code and no-code capabilities and its integration functionalities.

I am not directly involved in the purchase process of Cognigy.AI Platform through the AWS Marketplace. My company handles that, and I am the one who does the configuration and implementation.

A specific example of a project where I used Cognigy.AI Platform for conversation or IVR design is with an airline customer, where we designed flows based on zero-shot models. Whenever a customer reaches out to their website to understand ticket-related or luggage-related information and wants to make a payment for extra luggage, we configured the workflows in such a way that Cognigy.AI Platform is being used.

Since using Cognigy.AI Platform, I have seen specific outcomes like time saved, improved customer satisfaction, and reduced manual work, all of which are achievable because the tool is easy to understand and can be quickly learned to start building easily.

Since using Cognigy.AI Platform, I have observed a return on investment that includes performance-wise improvements, time saved, and cost-wise savings which are helping customers.

I am not much aware of the pricing and licensing features for Cognigy.AI Platform, but I would love to learn about them.

The evaluation for solutions was already done and we finalized our choice before I became involved in the decision.

Cognigy.AI Platform is a very easy tool to configure and understand, with no-code and low-code functionalities being standout features. I rate Cognigy.AI Platform a nine out of ten.

Regarding Cognigy.AI Platform's AI capabilities, I think it has good governance and compliance, though I have encountered other tools as well, and I feel it is good but there will always be room for improvement.

I have practically used Cognigy.AI Platform and seen how it can achieve better accuracy and reliability of output compared to other tools.

My advice for others looking into using Cognigy.AI Platform is to definitely choose it as it is a very good tool.

I have no additional thoughts about Cognigy.AI Platform. Everything is good, and I am happy to work more on Cognigy.AI Platform and make customers happy.

My main use case for Cognigy.AI Platform is that I work for an airline and I create conversational assistants. A concrete example of how I use Cognigy.AI Platform to create these conversational assistants within the airline is that we have different agents connected to each other. I would like to add that they are ultimately connected to APIs and dump the data into the airline's systems.

The best features that Cognigy.AI Platform offers according to my experience are the ease of connecting with different external services and the ease of managing the different languages that the assistant can have.

Cognigy.AI Platform facilitates the management of multiple languages and integration with external services in cases where there is no artificial intelligence. Creating flows is very simple because you can change the language and you do not have to replicate the bot in different languages.

Cognigy.AI Platform positively impacts my organization by making it easier not to have to program everything in a programming language and to have an interface that allows you to create things without initially having knowledge of Cognigy.AI Platform.

I think Cognigy.AI Platform could improve by addressing the part related to agents and connection with different artificial intelligence providers. I would like to add that in the NLP part it needs to work better.

I think the part about agent management could be improved, as it is still starting out and you can see it needs to continue evolving. The NLP part also requires improvement.

I think Cognigy.AI Platform should improve the documentation as sometimes it is a bit scarce and you do not find solutions for what you are looking for.

I have been using this tool for almost three years.

I consider Cognigy.AI Platform to be stable.

The scalability of Cognigy.AI Platform needs to improve because there are times when you generate packages and they do not work the same way in different environments.

Cognigy.AI Platform's customer support is usually good since you open a public ticket and they respond quickly. You can even schedule meetings with support and see it in real time. I would rate customer support on a scale from one to ten as a seven.

I did not previously use another solution.

I have observed a return on investment as there are some cost savings since the virtual assistant resolves issues before they reach the contact center. A specific result related to this impact is that there has been a reduction in development time and we have also managed to reduce costs for the airline, which was the client.

Before choosing Cognigy.AI Platform, I know they did a product comparison, but that was not made transparent to us.

I would rate Cognigy.AI Platform an eight on a scale from one to ten. I give it a rating of eight because of the ease of use, the web interface, and the documentation aspect. My advice to other professionals considering using Cognigy.AI Platform is to take the training courses available on the website. My overall review rating for Cognigy.AI Platform is eight.

My main use case for Cognigy.AI Platform is building conversational AI agents and customization, adding additional extensions in knowledge AI, and building XApp. These are the key parts of my work with Cognigy.AI Platform.

A specific example of how I have used Cognigy.AI Platform for one of those conversational agents or customizations is when one of our customers needed knowledge integration of their proprietary knowledge with Cognigy.AI Platform. I built a custom extension which accesses the knowledge AI and their knowledge bases in Cognigy.AI Platform. This is one of the customizations. Additionally, for XApp, I built features to get a lot of consent from the customer through pop-ups. There are many customizations and implementations I have completed as part of XApp.

I mainly focus on customization based on the customer's business requirements and have worked on various interesting implementations with Cognigy.AI Platform.

In my experience, the best features Cognigy.AI Platform offers include AI agents that allow me to quickly build conversational flow. The NLU part with external natural language understanding providers is also a key portion. Then there are the copilot, agent copilot, and voice gateway integrations along with knowledge search. These are the great features of Cognigy.AI Platform. Now it is integrated with the CX1 knowledge base, so I can quickly call external services using web API or DB requests or trigger functions. These are good features of Cognigy.AI Platform.

Out of those features, I usually use the code node, which is most useful for me. The knowledge search and all XApp nodes—Init session, how adaptive cards are shown, and show HTML—are features I use as part of my implementation.

Apart from that, I sometimes use live agents and explore the analytics part, but I do not dive deep into the analytics area.

Cognigy.AI Platform has positively impacted our organization as I was working with various platforms such as Avaya, Cisco, Genesys, Google CCAI, Omelia, and Amelia. Cognigy.AI Platform is easy to learn and has fewer nodes, but it impacts the building of quick flows significantly. I can easily convince customers because it is an LLM-enabled platform. This makes it easy to convince customers to implement their business needs quickly. That is the overall impact.

Regarding how Cognigy.AI Platform can be improved, overall it looks good. However, some deep documentation with different use cases would be beneficial. The current documentation is plain. As an implementation engineer, if I want to understand customer requirements and how they should be implemented, there is no systematic process. Documentation on how to collect and convert customer requirements into workflow, and then how to implement the same in Cognigy.AI Platform, would be really helpful. Those pieces of information will help those who are newly understanding the platform and will speed up the overall process.

Regarding needed improvements, the translator service currently supports only three providers: Microsoft, DeepL, and Lex. However, I need to add some additional services, but I do not see any customization as part of the translation service if I want to add it from my side. Those customizations would really help to improve the platform by bringing your own translator instead of using the out-of-the-box translator service. If customization were provided in those areas, it would be really helpful for us.

I have used Cognigy.AI Platform for the last one year.

Cognigy.AI Platform is stable in my experience.

The scalability of Cognigy.AI Platform is excellent. If call volumes are increasing, it handles the increase well due to the internal architecture of Cognigy.AI Platform. I do not see any concerns regarding scalability.

Customer support has been good. Our support team usually raises tickets to Cognigy, and they coordinate accordingly. I am mostly involved directly with the customer.

I previously used Google CCAI for conversational tasks before adopting Cognigy.AI Platform.

The main reason I switched from Google CCAI to Cognigy.AI Platform is that Cognigy.AI Platform is user-friendly. All the nodes are set up so that even a layman can easily understand them, and business users can create workflows easily. In contrast, Google CCAI requires proper training, which is a time-consuming process. That is the reason I chose Cognigy.AI Platform.

I have seen a return on investment with Cognigy.AI Platform. The time saved is significant, although I do not have any data on the overall cost at this time. Previously, it would take a month to build all conversational flow and IVR flows. Now it takes just days. It is a good platform, and being LLM-enabled, the time saving is a key benefit.

I am part of a technical team, so the pre-sales team takes care of cost and licensing. I am not much aware of these details as that is outside my area.

Before choosing Cognigy.AI Platform, I evaluated other options recommended by our pre-sales team. They did a comparison with other conversational AI platforms such as Omelia, Amelia, and Google CCAI. However, I do not have data on why Cognigy.AI Platform was chosen, as that decision was made by the pre-sales team.

My advice for others looking into Cognigy.AI Platform is that it is easy to integrate, implement, and learn. It is also very flexible, supporting various contact center products such as Genesys, Cisco, or Avaya. Additionally, it enables different voice types and supports multi-channel, omni-channel, and digital channels. These features make Cognigy.AI Platform a great choice for conversational AI agents.

I am really impressed with Cognigy.AI Platform and the way it has been implemented. It is easy to use and user-friendly. I would rate this product a nine out of ten.