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NiCE has introduced Cognigy Simulator, an AI performance lab designed to enable enterprises to rigorously evaluate, test, deploy, and continuously improve production-grade AI Agents. The new simulation layer creates realistic, large-scale testing environments using digital twins of customers, allowing organizations to run thousands of synthetic interactions and uncover performance insights before agents go live in customer experience operations.
As AI Agents become central to customer experience transformation, traditional testing falls short in validating performance under real-world variability. One-off scripts or limited QA cycles cannot adequately expose blind spots, edge cases, or compliance risks before deployment. Simulator addresses this by shifting evaluation into a continuous feedback loop that mirrors live operations.
The platform generates synthetic customers that engage in realistic, adversarial, and complex conversations at scale. This reveals how agents actually behave—not just how they perform in controlled scenarios—providing organizations with data-driven confidence for deployment decisions.
“AI Agents have become a catalyst for transforming customer experience operations,” said Philipp Heltewig, General Manager, NiCE Cognigy and Chief AI Officer. “Simulator provides data-informed testing and reporting to help organizations understand AI Agent performance and compliance alignment, so organizations can make deployment decisions with confidence.”
Simulator enables on-demand, scheduled, or automated regression testing with thousands of concurrent interactions. It automatically generates test scenarios based on existing agents or real transcripts, incorporating personas, missions, and defined success metrics.
Every run delivers quantitative scoring across multiple dimensions, pinpointing exact areas for refinement—whether in prompts, conversation flows, guardrails, or integrations. The tool also simulates full API response ranges, from ideal outcomes to rare failures, helping harden mission-critical connections.
A/B and variant testing allows organizations to compare prompt strategies, fulfillment logic, foundation models, or guardrail configurations to identify the highest-performing options.
“AI-driven customer service is already entering a phase where ongoing evaluation and refinement are essential,” added Heltewig. “Simulator integrates continuous testing directly into CX operations, ensuring AI Agents are routinely exercised, measured, and improved across build, deploy, and optimization cycles.”
By providing deep, actionable insights into failed conversations and overall agent behavior, Simulator accelerates improvements while maintaining safety, compliance, and quality standards at enterprise scale.
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.
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