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Cognigy platform products overview
Cognigy is a leading platform for building, managing and operating CX AI agents at enterprise scale. It integrates with any contact center or CRM system and layers conversational AI on top of your existing infrastructure.

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Key features

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Agentic AI

Agentic AI pairs the reasoning of LLMs with real-time context, memory, skills, tools and enterprise governance, to create agents that reason through each conversation as it unfolds and act in your systems to resolve it. With Cognigy, you can combine Agentic AI with deterministic, rule-based Flows for hybrid execution, giving enterprise control where needed and adaptability for sophisticated interactions.

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AI agent studio

Cognigy’s AI Agent Studio is an agent-centric workspace where CX teams, AI engineers, and developers co-create, deploy and manage voice and chat agents. It provides AI-assisted design, powerful tooling for scalable testing and debugging, and 100+ channel and system connectors, accelerating development and time-to-value. You can create projects, manage resources like LLMs and collaborate in real time on Agents.

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AI assist

AI Assist is a built-in companion that supports you across the whole agentic lifecycle. With AI Assist, you can create an agent by describing what you need in plain language or uploading any documents, for example, transcripts, statements of work, then update agent configuration, debug and simulate, analyze simulation results and deploy agents across channels.

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Knowledge AI

Cognigy can ingest existing knowledge sources such as documents or internal repositories like Confluence into vector databases. The platform employs Retrieval Augmented Generation (RAG), enabling the agents to accurately answer user queries in natural language based on the individual conversation context, instead of a standardized reply.

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LLM orchestration

Cognigy lets you pick the right model for each job, balancing performance, latency and cost. Use pre-integrated models from providers such as OpenAI, Anthropic, AWS, Microsoft and Google, or plug in your own privately hosted or fine-tuned LLMs, and manage them from one interface at project and organization level. You can switch between models from the same provider without recreating the configuration, and rely on automatic retries and configurable fallback models to ensure continuity when a primary model fails.

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Voice

Cognigy’s native voice solution combines voice connectivity with the freedom to choose speech-to-text (STT) and text-to-speech (TTS) models from providers including Microsoft, ElevenLabs, Deepgram, and Google. Experimental voice-to-voice support delivers exceptional-quality, low-latency conversations with agents that speak, think, and act simultaneously. The built-in Voice Studio lets you configure every voice setting directly within the same AI Agent Studio. With Click To Call, users can talk to a voice agent in a single click, through an embedded website widget or an SDK for custom apps, with no phone number required.

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Multimodal xApps

xApps are mobile first, OS agnostic micro web applications that can be integrated in conversational experiences, enabling multimodal, transaction-ready interactions that transcend the constraints of traditional chat and voice channels. This enables customers to mix channels or transition to another within the same conversation, without losing context or having to start over. For example, a customer could send an image in the middle of a voice call, share their GPS location from a chat or make a payment while using WhatsApp.

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Native Contact Center integrations

Cognigy is designed to be technology and platform agnostic, integrating with CCaaS, CRM, case management solutions and more. Cognigy can sit “in front” of CCaaS solutions, for example, with voice and digital interactions routed between them if necessary. Cognigy’s Agent Copilot can also be integrated into the agent desktop of CCaaS solutions or used standalone within a browser tab.

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Simulator

Simulator is an evaluation suite for testing Cognigy agents before and after launch. Each scenario combines a persona modeled on real customers, a mission, success criteria and a maximum number of turns, and can be generated from existing agents or real transcripts. With multivariate testing, you can vary the scenario, agent version (Snapshot), LLM, or agent, compare the outcomes side by side, and ship the optimal version. You can also mock API responses to test how an agent handles various paths and failures.

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AI Ops Center

AI Ops Center is a real-time command center for operating Cognigy agents, within and beyond Cognigy. An overview dashboard shows system-wide performance, error rates and the health of platform components and external dependencies. Drill down into message traffic, API responsiveness, LLM fallbacks and retries, NLU, Knowledge AI queries and handovers, set proactive alerts that notify you by email or webhook, and trace each error to its origin to resolve issues faster.

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Insights and analytics

Understand and optimize how Cognigy agents perform across every channel using millions of data points. Conversation Analyzer scores the quality of every conversation and discovers topics automatically, while goals, time saved and cost savings measure business impact. Insights are available in real-time, aggregated or at a granular level for deep-dives into individual customer journeys. Data can also be used in external analytics applications.
Last modified on November 11, 2026