2025.25.0
Cognigy.AI
Released December 9, 2025Features
Data Redaction
Introduced data redaction to automatically redact any information, including Personally Identifiable Information (PII), from conversation logs and analytics. This feature prevents exposure or misuse of predefined data while maintaining log readability and analytics accuracy.New Tools for AI Agents
Introduced the Send Email and Handover to AI Agent tools, enabling AI Agents to send emails directly and transfer conversations to other AI Agents within workflowsNew NiCE CXone AAH Endpoint
Provided full access to the NiCE CXone AAH Endpoint for all users, enabling human agents to integrate Agent Copilot into their NiCE contact center platformImprovements
- Enabled Simulator availability across all SaaS installations
- Removed the beta flag for the LLM Fallback feature
- Added the Tenant ID field and moved the Billing Time Zone to the Change Organization Information section in the Management UI
- Removed the
gpt-3.5-turbo,gpt-3.5-turbo-instruct, andgpt-4models - Replaced the
request-promiselibrary with Axios for HTTP requests sent from the transformers - Added support for custom hostnames when deploying the platform behind a CDN or firewall
Bug Fixes
- Fixed the issue where deprecated models were displayed without the Deprecated icon
- Fixed the issue where organization deletion didn’t remove the NFS directories
- Fixed the issue where additional attributes in Genesys Open Messaging handovers were corrupted due to invalid data types
- Fixed the issue where the Storm handover provider wasn’t working due to request verification issues
- Fixed the issue where the LLM Prompt tool Nodes couldn’t be added
- Fixed the issue where custom models and request options for Google Gemini weren’t forwarded to the provider
- Fixed the issue where Azure OpenAI LLMs using API key connections with custom URLs failed
- Fixed the issue where the custom attributes in Genesys prevented handovers from being created when they contained nested JSON attributes
Cognigy Voice Gateway
Released December 9, 2025Improvements
- Improved connection handling when multiple WebSocket connection attempts are made, reducing dropped and failed connections
- Improved handling of DTMF signals and Barge-in scenarios, making voice interactions more responsive and accurate
Bug Fixes
- Fixed the issue with Silence Overlay and Atmosphere sounds, improving call reliability and user experience
- Fixed the HTTP session failures, such as those occurring when starting a SIPREC session, ensuring reliable call recording and signaling
Cognigy Webchat
Released December 9, 2025Improvements
- Updated Demo Webchat to 3.34.0
Cognigy Live Agent
Released December 9, 2025Features
Escalation to Supervisors
Introduced the escalation to supervisors feature. This feature allows human agents to escalate conversations from the Live Agent interface to a designated supervisor. Supervisors can then take over the conversation, ensuring faster resolution of complex issues and better support management.Live Agent OData Endpoint v2.0
Introduced Live Agent OData Endpoint version 2.0, featuring enhanced functionality and a new teams collection for managing team data.Bug Fixes
- Fixed the issue where memories in Contact Profiles weren’t in a human-readable format
- Fixed the issue causing evaluation errors in Excel OData Power Query Editor
Cognigy Insights
Released December 9, 2025Improvements
- Added Markdown rendering support to the Transcript Explorer
- Updated the session’s Locale information when switching Locales in the Flow
Bug Fixes
- Fixed the issue where a red error message appeared in the Transcript Explorer when quick reply texts were empty
- Fixed the issue where multiselect filters in the Transcript Explorer didn’t work as expected