NiCE today launched the next generation of NiCE Cognigy. The release helps enterprises build and deploy AI Agents at scale, and it does so faster. AI Assist, reusable skills, and full visibility into every decision power the update.
Teams create skills once, reuse them across every AI Agent, and improve them over time. As a result, enterprises can build AI Agents that serve every customer. That includes customers who now arrive with a personal AI agent of their own.
Meanwhile, AI Agents keep growing more capable. Therefore, enterprises now look beyond automating the next task. They want to orchestrate AI Agents across entire customer journeys, at scale, with the governance that large organizations depend on. NiCE designed the next generation of NiCE Cognigy around how AI Agents reason and act. Consequently, teams can move from idea to production with speed and confidence. The platform also builds on years of production deployments with the world’s largest brands.
“Great AI Agents come from teams that can spend their time on what the agent does for customers,” said Philipp Heltewig, Chief AI Officer, NiCE. “AI Assist guides setup, testing and improvement. Skills built once work across every agent. Tracing shows every decision. We designed the next generation of NiCE Cognigy around that, so enterprises can scale AI Agents with the visibility and control production demands.”
Key Innovations in the Next-Generation NiCE Cognigy
The release introduces five major capabilities. Here is what each one offers:
- Agentic Experience Studio: This redesigned, AI-assisted workspace helps teams go from idea to a working AI Agent faster. Default STT, TTS, and LLM models and ready-made resources come out of the box. Thus, every new project is productive from day one. Additionally, this release brings native availability of premium STT, TTS, and LLM models from Deepgram, ElevenLabs, and Anthropic.
- Next-Generation AI Agents: Teams build these agents from skills, tools, and personas that they create once and reuse. The agents coordinate specialized sub-agents for complex work. Moreover, they connect with external agents, including customers’ personal AI agents, through open standards.
- AI Assist: This AI companion supports the full agent lifecycle. It covers guided setup and best practices, and it also helps teams build, test, and improve AI Agents over time.
- Tracing: This feature gives full visibility into every step an AI Agent takes. It shows the data and tools the agent uses, along with the decisions it makes.
- Voice-to-voice support: Native speech-to-speech models process audio end to end. In turn, conversations become faster and more lifelike.
Model choice also becomes simpler. The conversation price includes default AI models, so teams have nothing to configure and no separate model contract to sign. However, teams can still add premium third-party models in a few clicks with usage-based billing. Alternatively, they can keep working with their own model contracts.
“Enterprises get the most from AI agents when building, improving, and governing them are part of the same process. Reusable skills and AI assistance throughout the lifecycle can accelerate the path to production, while visibility into how agents make decisions gives organizations the oversight and control they need to operate confidently at scale,” said Ian Jacobs, VP & Lead Analyst, Opus Research.
Agentic at the Core, Hybrid by Design
NiCE Cognigy combines autonomous AI Agents with the structured flows, safeguards, and governance that enterprises rely on. Hence, each organization decides where AI Agents act on their own. Likewise, each one decides where defined processes apply.
Existing customers receive the next generation as part of NiCE’s continued innovation on NiCE Cognigy. Importantly, everything already in production keeps running unchanged. Finally, teams can put the new capabilities to work whenever they are ready.
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News Source: Businesswire.com
