NiCE has launched the next generation of NiCE Cognigy, enabling enterprises to build and deploy AI Agents at scale faster with AI Assist, reusable skills and full visibility into every decision. Teams create skills once, reuse them across every AI Agent and improve them over time. This results in AI Agents built to serve every customer, including those who now arrive with a personal AI agent of their own.
NiCE launches the next generation of NiCE Cognigy
It enables enterprises to build and deploy AI Agents at scale faster with AI Assist, reusable skills and full visibility into every decision
Teams create skills once, reuse them across every AI Agent and improve them over time
Key innovations include Agentic Experience Studio, next-generation AI Agents, AI Assist, Tracing, and voice-to-voice support
Default AI models are included in the conversation price, with nothing to configure
The next generation is included for existing customers
As AI Agents grow more capable, enterprises are looking beyond automating the next task. They want to orchestrate AI Agents across entire customer journeys, at scale and with the governance large organizations depend on. The next generation of NiCE Cognigy is designed around how AI Agents reason and act, so teams can move from idea to production with speed and confidence. It 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."
Agentic Experience Studio: A redesigned, AI-assisted experience where 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, so every new project is productive from day one. Additionally this release of NiCE Cognigy includes native availability of a host of premium STT, TTS, and LLM models from Deepgram, ElevenLabs, and Anthropic.
Next-Generation AI Agents: AI Agents built from skills, tools and personas that teams create once and reuse across agents. They coordinate specialized sub-agents for complex work and connect with external agents, including customers' personal AI agents, through open standards.
AI Assist: An AI companion across the agent lifecycle, from guided setup and best practices to building, testing and improving AI Agents over time.
Tracing: Full visibility into every step an AI Agent takes, from the data and tools it uses to the decisions it makes.
Voice-to-voice support: Native speech-to-speech models process audio end to end for faster, more lifelike conversations.
Model choice also becomes simpler. Default AI models are included in the conversation price, with nothing to configure and no separate model contract. Teams can add premium third-party models in a few clicks with usage-based billing, or 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.
NiCE Cognigy combines autonomous AI Agents with the structured flows, safeguards and governance that enterprises rely on, so each organization decides where AI Agents act on their own and where defined processes apply.
For existing customers, the next generation is included as part of NiCE's continued innovation on NiCE Cognigy. Everything already in production keeps running unchanged, and teams can put the new capabilities to work whenever they are ready.
About NiCE
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE's platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
