NiCE launches next-generation Cognigy for enterprise AI agents

The release introduces Agentic Experience Studio, a redesigned development environment with AI assistance.[2] NiCE says the Studio includes default speech-to-text, text-to-speech and large language models, along with ready-made resources for new projects.[2] Its AI Assist supports teams with setup, best practices, building, testing and ongoing improvement of agents.[2] For teams assessing development workflows, the stated scope spans initial setup through continued improvement, rather than only the initial build.[2]

NiCE says teams can create skills once and reuse them across AI agents.[2] The company says next-generation agents can be built from skills, tools and personas, and can coordinate specialized sub-agents for complex work.[2] They can also connect to external agents, including customers’ personal AI agents, through open standards.[2] The platform combines autonomous agents with structured flows, safeguards and governance, so organizations can choose where agents act independently.[2]

NiCE says teams can see each agent step, including the data and tools used and the decisions made.[2] It also says the platform provides execution traceability and an audit history across AI and human changes.[4] Unite.AI reports that the evaluation toolkit supports simulations and side-by-side multivariate comparisons before teams select an agent version for production.[4] Cognigy tracing can expose activated skills, tool and model calls, token use, time to first token and fallback reasons, according to Unite.AI.[4]

NiCE says default AI models are included in the conversation price and do not require a separate model contract or configuration.[2] Customers can add premium third-party models with usage-based billing or continue using their own model contracts; the release includes premium models from Deepgram, ElevenLabs and Anthropic.[2] NiCE says the next generation is included for existing customers as part of continued Cognigy development.[2] Existing production deployments will keep running unchanged, and customers can adopt the new capabilities when ready.[2] Cognigy says existing agents, APIs and integrations carry over on the same platform with the existing administration governance model.[3]