Cognigy Blog

There is no better place to keep up with the fast-changing world of Conversational AI.

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Up Next: Cognigy.AI Tech Update Q1 2024

The latest Cognigy.AI Tech Update has arrived! In the constantly changing landscape of AI, staying abreast of ...

CCW 2024 Berlin: Our Key Takeaways

As the dust settles from an exhilarating CCW 2024 in Berlin, we at Cognigy have gathered a wealth of insights ...

The Future of AI: A Vision for Customer Service in 2024 and Beyond

With the rapid advancement of both open and closed-source AI models, unparalleled investments and immediate ad...

Minimized TTS Latency with Streaming and More in Cognigy.AI v4.71

Cognigy.AI v4.71 features Streaming support for ElevenLabs Text-to-Speech service to drastically reduce latenc...

Advanced LLM Prompting, Deepgram Aura Integration, and More with Cognigy.AI v4.70

Cognigy.AI v4.70 unveils powerful features for advanced LLM orchestration and humanlike voice conversations at...

Enhanced Enterprise Access Control and More with Cognigy.AI v4.69

The newest release of Cognigy.AI introduces more flexibility in role-based access control, improved error hand...

Web Connector in Knowledge AI, AI Copilot Salesforce Integration, and More with Cognigy.AI v4.68

From the ability to ingest web content in Knowledge AI to the new native Salesforce integration for AI Copilot...

Faster Agent Localization, Expanded Speech Model Support, and More with Cognigy.AI v4.67

From swift Locale migration to enhanced STT/TTS flexibility and streamlined voice design, here’s what awaits y...

AI Agents: Transforming eCommerce & Retail Customer Service

Since the advent of digital commerce, the retail and eCommerce industries have been presented withamazing oppo...

LLM-Powered Digression Handling, Enhanced Call Tracing, and More with Cognigy.AI v4.66

Cognigy.AI v4.66 lets you combine the richness of Generative AI with the structured nature of Conversational A...

Now On-Demand: Cognigy.AI Tech Update Q4 2023

This quarter, Cognigy’s experts come together again to give you an exclusive roundup of our newest product upd...

Aleph Alpha Native Integration, Enhanced LLM Model Selection and More with Cognigy.AI v4.65

The latest release of Cognigy.AI features enhanced flexibility in LLM model selection alongside further improv...

Now On-Demand: AI Copilot Webinar and Cognigy Session

Imagine a world where contact center agents are supercharged from day one:

Context-Aware LLM Conversations, Deepgram STT Integration, and More with Cognigy.AI v4.64

Cognigy.AI v4.64 unveils the new native integration with Deepgram speech service and contextualized conversati...

Optimized Search Accuracy in Knowledge AI and More with Cognigy.AI v4.63

Cognigy.AI v4.63 features substantial upgrades across the board, including enhanced search experiences with So...

How 1 Agent Handles 20 Million Calls a Year

Prepare to be amazed: the title of this blog is undeniably clickbaity, yet it's also 100% accurate. A single a...

Call Tracing: Unlock New Dimensions in VUX Optimization

In the burgeoning field of voice technology, optimizing Voice User Experience (VUX) is a sophisticated endeavo...

Voice Gateway Self-Service Portal, Context-Aware Search, and More with Cognigy.AI v4.62

Our latest release introduces seamless access to the Voice Gateway Self-Service Portal via Cognigy.AI authenti...

Unveiling Context Awareness in Cognigy Knowledge AI

In the ever-evolving contact center landscape, staying ahead of the curve means constantly innovating and refi...

Native GPT-4 Support, Advanced Call Handling, and More with Cognigy.AI v4.61

Cognigy.AI v4.61 brings onboard native GPT-4 support, coupled with advanced features for error management in v...

Unleashing the Power of AI Agents in the Insurance Industry

The world seems more uncertain than ever these days. People seek certainty and they want to feel heard, unders...

Benchmarking NLU Engines: a Comparison of Market Leaders

What makes a top-tier Natural Language Understanding Engine? First and foremost, it’s the ability to accuratel...

Plug-and-Play Agent Assist Widgets, Intelligent Routing and More with Cognigy.AI v4.60

The release of Cognigy.AI v4.60 introduces exciting new features to our agent augmentation features. Also, we’...

Introducing Knowledge AI with Cognigy.AI v4.59

With the release of v4.59, we’re thrilled to announce the availability of our latest product innovation, Cogni...

Now On-Demand: Cognigy.AI Tech Update Q3 2023

Cognigy.AI Tech Update is here! The world of AI is ever-evolving and with so many new tools and features avail...

Improved Call Recording and GPT Conversation Node in Cognigy.AI v4.58

Discover the latest upgrades to Cognigy.AI's voice and Generative AI functionalities.

8 Best Practices for Automated Testing in Conversational AI

Conversational AI interfaces, like chatbots and voice bots, are often the first point of contact in the custom...

Dynamic Agent Assist Workspace, Enhanced Live Agent Routing, and More in Cognigy.AI v4.57

The latest release introduces notable improvements in Cognigy Live Agent and Agent Assist.

Custom Speech Vendor Support, LLM-Generated Adaptive Cards and More with Cognigy.AI v4.56

With Cognigy.AI v4.56, you can now configure any custom speech vendor of your choice and leverage Generative A...

Maximizing Genesys Cloud Experience with Cognigy.AI: Essential Integration Guides

Conversational AI is turning the tide for traditional Interactive Voice Response (IVR) systems and how brands ...

Google PaLM 2 LLM Support, Improved Entity Extraction, and More with Cognigy.AI v4.55

From extended LLM integration and improved Live Agent Canned Responses to turnkey entity recognition using pat...

Smoother Multimodal CX, Live Agent System Monitoring, and More in Cognigy.AI v4.54

The latest release of Cognigy.AI introduces the ability to enable/disable speech input gathering on demand and...

Embrace Conversational AI: Revolutionize your Customer Access Strategy

As new technologies and communications channels emerge, organizations often quickly plug the gaps in customer ...

Harnessing Generative AI: Prompt Chaining & Multi-Model Orchestration

In the rapidly evolving landscape of artificial intelligence (AI), the rise of large language models (LLMs) ha...

Anthropic’s LLM Support, Improved Agent Productivity, and More with Cognigy.AI v4.53

From more flexible Generative AI model selection to enhanced agent efficiency through more streamlined workflo...

Better Together: Generative AI and Conversational AI

Learn about Generative AI and how combining it with Conversational AI can lead to advanced capabilities that o...

Powerful LLM Orchestration and More with Cognigy.AI v4.52

Large Language Models are poised to unlock new levels of service experiences that are flexible, personalized, ...

Introducing Cognigy xApps: Reinvent Customer Engagement with Multimodal Journeys

Picture this: You're driving along the highway when your car suddenly breaks down. You reach for your phone an...

Watch On-Demand: Cognigy.AI Tech Update Q2 2023

Cognigy.AI Tech Update is back! With the AI world moving at a breakneck speed, we know it can be overwhelming ...

Advanced Call Analytics, Agent Assist Workspace, and More with Cognigy.AI v4.51

Cognigy.AI v4.51 features a brand-new Call Dashboard in Cognigy Insights alongside the Agent Assist Workspace ...

From Native 8x8 Integration to Call Transcription with Cognigy.AI v4.50

Contact centers often encounter integration obstacles that slow down their digital transformation endeavors. A...

Enhanced Email Security and More with Cognigy.AI v4.49

With the release of v4.49, Cognigy.AI now supports OAuth2 authentication for Send SMTP Email and Email Notific...

3 Ways Cognigy Reduces Cloud Carbon Footprint for Greener AI

As enterprises increasingly embrace AI to innovate and transform customer values, machine learning models have...

End-to-End CX Visibility with Live Agent Dashboard in Cognigy.AI v4.48

With Cognigy.AI v4.48, we’re excited to introduce our brand-new Live Agent Dashboard that complements existing...

Scalable & Future-Proof CAI: Inside Cognigy.AI’s DevOps Architecture

Conversational AI is a powerful tool for enterprises to automate routine tasks, provide round-the-clock suppor...

Added Speech Recognition Integration and More with Cognigy.AI v4.47

Following Nuance integration in the previous release, Cognigy.AI v4.47 has added Soniox as the latest STT prov...

Native Nuance Integration and More with Cognigy.AI v4.46

The latest release of Cognigy.AI once again introduces a host of notable improvements across the board. Withou...

Getting Started Guide: Generative AI Open Beta

You may have seen that we recently announced the beginning of the open beta launch of our new Generative AI fe...

How to Track & Improve Call Center Response Times

Delivering an excellent customer experience (CX) is the top priority for every contact center. This unwavering...

Now On-Demand! Cognigy.AI Tech Update Q1 2023

At Cognigy, we live and breathe AI with new releases every two weeks to bring state-of-the-art Conversational ...

Introducing Generative AI Features in Open Beta with Cognigy.AI v4.45

With Cognigy.AI v4.45, we are thrilled to announce the open beta launch of our brand-new Generative AI feature...

Enriched Conversational Experiences and More with Cognigy.AI v4.44

From the new Output Type support and Call Transfer option to more flexible Live Agent role management and a ne...

Deloitte and Cognigy: Paving the Way for AI-Powered Customer Service Transformation

Deloitte, a leading consulting company known for its strategic expertise, relies on Cognigy.AI as its preferre...

Handle Ambiguity with Intent Mapping Priority in Cognigy.AI v4.43

The latest release of Cognigy.AI introduces the new Intent Mapping Priority feature to help you better manage ...

Your Ultimate Guide to Cloud Contact Center as a Service

There's nothing better than realizing new tech’s full potential, whether that’s at home or in business. (Perso...

Improved Data Management in Insights and More with Cognigy.AI v4.42

Cognigy.AI v4.42 features the addition of a new Data Expiration indicator in Cognigy Insights. It displays the...

Conversation Design 101: Tips, Templates, and Best Practices

Human dialogues are dynamic and sophisticated in nature. Customers might reply to a question with another ques...

7 Reasons ChatGPT Alone Can't Deliver the Customer Service You Need

With ChatGPT making a huge splash in the news lately, people are asking what this means for Conversational AI....

Easier File Management in Live Agent and More with Cognigy.AI v4.41

‘Tis the season. From improved attachment handling to quicker and more fun bot building – we’re excited to bri...

Amazon is Killing Alexa, but the Future of Voice is Bright

A recent article from Ars Technica details Alexa's years of failure. Surprised? Most people were. Yet, the fir...

What Can Contact Center and CX Leadership Expect in 2023?

We would need a crystal ball to have predicted the turmoil faced by contact center and CX leadership in the la...

What’s the Difference Between Standard & Conversational IVR?

If you analyzed every time a customer called support over the past several years, what do you think the most p...

11 Features That Make Cognigy.AI the Best Voice Platform for Contact Centers

Building a voice bot is distinctly different from building a chat counterpart. Speech processing accuracy, an ...

Enhanced Step Explorer and More with Cognigy.AI v4.40

With Cognigy.AI v4.40, the Step Explorer in Cognigy Insights has been improved to support larger amounts of da...

Understanding the Benefits and Efficiencies of Omnichannel Contact Centers

How AI Delivers a Brilliant Omnichannel Experience: Customer service automation has evolved many contact cente...

Agile Development with Flow Replication and More in Cognigy.AI v4.39

The latest release of Cognigy.AI makes the process of repurposing your existing flows and resources faster and...

Avoid 10 Common Automation Mistakes When Using Conversational AI – Part II

Summary: In part one, we looked at five of the ten most common automation mistakes organizations make when usi...

Avoid 10 Common Automation Mistakes When Using Conversational AI – Part I

Summary: The benefits of automation are real, but the costs of doing it poorly are even more so. Since many co...

From Native Contact Center Integrations to Improved Queue Management with Cognigy.AI v4.38

The release of Cognigy.AI v4.38 introduces robust features that drastically ease contact center integration wh...

Improved Usability and More with Cognigy.AI v4.37

Cognigy.AI v4.37 delivers a number of usability enhancements across Virtual Agents, Live Agent and Insights.

13 Best Practices for Your Next Bot Building Project

From conversation design and intent training to flow orchestration and administration, there are dozens of mov...

Data-Driven Resource Planning and More with Cognigy.AI v4.36

There is so much in store with the release of Cognigy.AI v4.36 that we can’t wait to share with you. Without f...

What’s Next in CX? 5 Highlights from CCW Europe 2022

Summary: Last week, Cognigy exhibited at Customer Contact Week Europe in Amsterdam. The event saw contact cent...

Improved System Monitoring and More with Cognigy.AI v4.35

With the release of Cognigy.AI v4.35, we are excited to announce some brand-new features alongside a host of p...

New UI Language Support and More with Cognigy.AI v4.34

The release of v4.34 adds French as the new supported language for the Cognigy.AI User Interface besides the f...

How-to Guide: Extend Your Bot Availability and Functionality in MS Teams

Wading through numerous business apps and systems only to search for a piece of information is tiresome and ki...

Four Reasons why Customers Expect More from Contact Centers

Summary: Customer service expectations have risen exponentially. While the pandemic has been blamed as a major...

Streamlined Locale Management and More with Cognigy.AI v4.33

The release of Cognigy.AI v4.33 introduces an exciting feature that enables you to use the Intent model of a f...

How Conversational AI Detect Emotions With Sentiment Analysis

Imagine a conversation between a disappointed customer and a customer service representative:

Seamless Multilingual Voice Services Using Language Recognition

For enterprises serving customers in various countries and regions, multilingual Virtual Agents are a powerful...

More Intuitive Insights Dashboards With Cognigy.AI v4.32

Cognigy.AI v4.32 presents new information Tooltips for Cognigy Insights Dashboards to increase reporting trans...

How to use CAI to improve service level & end channel hopping

Conversational Artificial Intelligence (CAI), or perhaps more clearly put conversational service automation ca...

Enhanced WhatsApp Experience & More With Cognigy.AI v4.31

This release of Cognigy.AI adds support for rich media elements for the WhatsApp Endpoint. You can now output ...

Use Live Follow to Optimize Your Virtual Agent on the fly

Providing flawless omnichannel experiences is the highest form of art when it comes to bot building. How can c...

Native WhatsApp Endpoint & more with Cognigy.AI v4.30

Release v4.30 of Cognigy.AI features the new native WhatsApp Endpoint that makes it faster and simpler than ev...

Elevate Omnichannel CX With Native WhatsApp Endpoint

Connected cross-channel experiences are at the heart of modern contact centers. Enabling your customers to com...

Improved Accessibility & More With Cognigy.AI v4.29

This release of Cognigy.AI introduces wide-ranging usability enhancements on both the Cognigy.AI Virtual Agent...

What Customer Experience are you Delivering?

Our fast-paced, tech-centered world has fostered the expectation of instant gratification. When we have questi...

Transforming CX While Supporting Agents Through Conversational AI

Employees are fleeing their jobs in search of a more fulfilling career. Why has this shift happened amid a glo...

Improved Transcript Explorer in Cognigy Insights & more with Cognigy.AI v4.28

With the new version of Cognigy.AI, v4.28, users of Cognigy Insights have now more options for in-depth analys...

How Advances in AI Make for Happy Telecom Customers

First, let's get it out there and acknowledge where your contact center is today and where it struggles to mee...

Efficient Regression Testing With new Playbook UI & More With Cognigy.AI v4.27

Release 4.27 of Cognigy.AI adds a new user interface for inspecting Playbook Runs. This allows our customers t...

7 Tips for Improving Banking Customer Care with AI

Retail banking customers demand and expect more from customer care than ever. Contact centers, handling millio...

Convert Branch to Flow & more with Cognigy.AI v4.26

As Virtual Agents expand in size and intricacy, Flows can grow quite big. With Cognigy.AI 4.26 it is now easie...

How Conversational AI is Driving Innovation in the Utilities Sector

Customer service needs from the utility sector are typically both sporadic and urgent. Someone needs service t...

Best Practices for Building a Deployment Pipeline

Building efficient and reliable deployment pipelines is critical to compile, build and deploy your Virtual Age...

How the Travel and Hospitality Sector is Transforming the Customer Experience for Good

The travel and leisure sector has necessarily transformed over the past two years in response to brutal restri...

Improved Extension Handling & More With Cognigy.AI v4.25

Version 4.25 of Cognigy.AI adds the possibility to update an Extension in the agent.

Conversational AI for the Insurance Industry

Insurance was one of the last hyper-personalized financial products, a place where consumers expected to have ...

Server-side Playbook Execution & More With Cognigy.AI v4.24

This release of Cognigy.AI adds the ability to execute Playbooks server-side. We added new RESTful API Endpoin...

Faster Time to Market With Solution Accelerators

Great voice and chatbots come with a unique conversation design to provide the best possible service experienc...

The Next Generation of Chatbot is a Proactive Agent

Dominik Seisser, Cognigy’s Director of AI, talks about how AI is breaking new ground to address critical use c...

Updated Agent Templates & more delivered with Cognigy.AI v4.23

This release of Cognigy.AI contains updated templates for our Agent creation wizard. We have updated and enhan...

Partner Spotlight: Roboyo

We offer our customers a broad network of skilled local and global partners across a wide range of leading ind...

What Does AI Stand For?

What does AI stand for and how can it improve your customer service offerings?

More Features for Snapshots, Performance Boost & more with Cognigy.AI v4.22

Cognigy.AI v4.22 adds the ability to override the Connections of a Snapshot with those of the Agent via an End...

How-to Guide: Working with Intent Hierarchies

Intent Hierarchies can be used to resolve Intent conflicts and they can also make every developer's life easie...

How do AI Chatbots Work?

How AI chatbots can improve your customer experience The age of the artificially intelligent chatbot has arriv...

Improved Usability for Intent Creation & more with Cognigy.AI v4.21

The latest release of Cognigy.AI, v4.21 makes adding training data faster than ever: After entering an example...

Watch our Cognigy.AI Q1 2022 Release Webinar

This webinar presents the latest enhancements of Cognigy.AI in Q1 2022. It covers new features and improvement...

Conversational AI in 2022: A Look Ahead

How Conversational AI Will Accelerate Digital Transformation for Customer Service in 2022 Putting the customer...

Ability to Merge Cognigy Packages & more with Cognigy.AI v4.20

Cognigy.AI 4.20 comes doped with improvements that’ll elevate your bots to live the high life. We’ve added som...

Interview: Hyperautomation powered by Cognigy.AI and SAP CX Service Cloud

Dominik Seisser, Cognigy’s Director of AI, talks about how AI is breaking new ground to address critical use c...

Cognigy recognized as a Leader in the 2022 Gartner® Magic Quadrant™

We are honored to be named a Leader in the 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Plat...

More Administrative Control with Cognigy.AI v4.19

The latest release of Cognigy.AI, v4.19 includes a new feature "Last Activity Tracking". This functionality en...

Cognigy Expands International Partner Team, Hires Tech Leader Ralf Wiesmann

Ralf Wiesmann joins the AI provider as the Vice President Strategic Partnerships, bringing 25+ years of expert...

The Ultimate Guide to Cognigy NLU Training

Many of our customers have utilized the Intent feedback analyzer to continuously improve their NLU models with...

Partner Spotlight: BluePrism

We offer our customers a broad network of skilled local and global partners across a wide range of leading ind...

Enhanced Accessibility & more with Cognigy.AI v4.18

The newest release of Cognigy.AI, v4.18 comes with a slew of enhancements that elevate the usability and funct...

Partner Spotlight: Valantic

We offer our customers a broad network of skilled local and global partners across a wide range of leading ind...

Streamline Contact Center Integration using Agent Handover

The human agent handover is one of the key aspects of bot implementation into the business processes as it sea...

Cognigy.AI v4.17 with extended "Handover to Agent" capabilities & more

The latest release of Cognigy.AI, v4.17, comes with a new Flow Node "Handover to Agent". This Node allows user...

Cognigy's Universal Language Understanding: A look into the AI black box

Multi-lingual ability in humans is a familiar trait. More than half the world population speaks at least two l...

New Live Chat Integration with Salesforce

There are times when a user feels stuck in a conversation with a virtual agent or expresses a desire to speak ...

Cognigy.AI v4.16: Flow Node Search, new Flow Nodes and MUCH more!

The newest release of Cognigy.AI, v4.16 comes with a slew of powerful new features and enhancements that eleva...

Conversational AI & the metaverse: the future of digital interaction

Big Tech experts are predicting the coming of the next internet. According to myriads of blog posts by tech bu...

Partner Spotlight: Deutsche Telekom

We offer our customers a broad network of skilled local and global partners across a wide range of leading ind...

How to make your RFQ a success – a three-step process to evaluate the right conversational AI platform

Take a behind-the-scenes look at the RFQ process of a Fortune 500 company that is ranked in the top 50 globall...

Partner Spotlight: PIA UDG

We offer our customers a broad network of skilled local and global partners across a wide range of leading ind...

Watch our Cognigy.AI Q4 2021 Release Webinar

This webinar presents the latest enhancements of Cognigy.AI in Q4 2021. It covers new features and improvement...

Salesforce Service Cloud: Upload Files During a Live Chat

Chatbots are incredible automation tools that can streamline a variety of business processes. Still, regardles...

Partner Spotlight: „Bucher + Suter“

We offer our customers a broad network of skilled local and global partners across a wide range of leading ind...

Expert Mode for Transcript Explorer & more with Cognigy.AI v4.15

Cognigy.AI v4.15 now includes the ability to enable Expert Mode in the Transcript Explorer of Cognigy Insights...

Crafting Engaging Experiences using WhatsApp’s Interactive Messages

Users expect their experiences with brands to be fast and frictionless where they can access clear information...

The crucial role of explainable AI (XAI) in trustworthy AI applications

Along with its initiative to establish ethical guidelines for trustworthy AI (“Ethics guidelines for trustwort...

Cognigy.AI v4.14 adds new capabilites to Voice Gateway

The newest release of Cognigy.AI, v4.14, allows customers to activate asynchronous output handling in the Cogn...

Out now: Brand-new Cognigy Developer Documentation

A few days ago we launched our new product documentation which comes with a clean & modern layout and bund...

New Avaya CPaaS Endpoint & more with Cognigy.AI v4.13

The latest release of Cognigy.AI v4.13 comes with the new Avaya CPaaS Endpoint. It's a major overhaul of the o...

Cognigy Sessions: Deep Dive into Cognigy NLU

Cognigy Sessions is a techinar series from conversational AI experts for experts. Every episode gives deep ins...

Cognigy.AI v4.12 adds Localization for Extensions

The newest release of Cognigy.AI, v4.12, comes with an option to add the Localization for Extensions. This all...

Deploying a WhatsApp Chatbot within Minutes

One of the major elements of successful conversational AI projects is deploying the virtual agents to the righ...

Cognigy's Innovation Pillars: Powering Our Research-Driven Product Strategy

Innovation is at the core of a company's competitiveness. Driven by R&D it is a process that determines ho...

Enhanced capabilities for Insights & more with Cognigy.AI v4.11

Cognigy.AI v4.11 now includes the ability to apply custom themes to Cognigy Insights. Using this feature, the ...

Harness the Power of In-built Machine Translation

To deliver exceptional service experiences in a global market, businesses must understand and speak the langua...

Cognigy.AI v4.10 adds a New Node to Request a Rating

A new Flow Node "Request Rating" has been added to Cognigy.AI v4.10. Using this Node, you can ask end users to...

Supercharge your RPA with Conversational AI

This article was first published on Luxatia International. Join us in Berlin for the 4th World RPA & AI Su...

Out now: Cognigy Insights & Machine Translation

We're excited to announce that our new components, Cognigy Insights and Inbuilt Machine Translation, are avail...

The Next Chapter in Customer Service Automation

In its short time span, how has Conversational AI already evolved and how is it transforming customer service ...

Watch our latest Release Webinar: Cognigy Insights & Inbuilt Machine Translation

If you didn't have a chance to watch our latest Cognigy.AI Release webinar live on August 24, this is definite...

Cognigy.AI v4.9 adds new Extension capabilities

The newest release of Cognigy.AI, v4.9, comes with an embed code for the Webchat Widget. This allows web devel...

Using Cognigy.AI Extensions to Build Native Payment Integration

Payment integration is an essential component for many conversational AI applications. It enables powerful, tr...

Enhanced Intent Training workflows with Cognigy.AI v4.8

Cognigy.AI v4.8 comes with an advanced set of filters for Intent Trainer. These filters allow bot designers to...

Intent Analyzer for AI-supported NLU model creation

Voice and chatbots are only as smart as we train them to be. Therefore, one of the most critical steps in the ...

Turn Customer Interactions into Playbooks With Cognigy.AI v4.7

The latest Cognigy.AI v4.7 allows users to create Playbooks directly from the transcript stored in Contact Pro...

Data Training Made Easy With Cognigy.AI & Chatito

Sufficient and correct Training data is one of the most vital ingredients of every successful conversational A...

How Conversational AI Is Driving the Future of IT Service Desk

The IT support industry is a relatively novel one, seeing massive growth and gains throughout the 1990s and 20...

Improved Voicebot Handling with Cognigy.AI v4.6

Cognigy.AI v4.6 comes with better support for business users designing voice experiences: Voice Gateway messag...

Cognigy.AI v4.5: More Power for Cognigy Packages

Cognigy.AI v4.5 brings new features that extend Cognigy.AI's capabilities to handle export and import packages...

Cognigy Sessions: Dive deep into Cognigy.AI Extensions

Cognigy Sessions is a techinar series from conversational AI experts for experts. Every episode gives deep ins...

Why an AI-Powered Contact Center Will Never Replace Human Agents

As AI expands into and improves every aspect of customer service, you’ll hear about growing concerns that it w...

Revamped Intent Trainer & more with Cognigy.AI v4.4

We just launched Cognigy.AI v4.4, delivering once again an amazing list of improvements & new features.

Watch our Cognigy.AI v4.3 Release Webinar

Watch our short & crisp Cognigy.AI version 4.3 release webinar to get an overview of the latest additions ...

Contact Center vs. Call Center: Understanding the Differences

We often use these two terms interchangeably, but there are some key differences between a contact center vs. ...

How Five Companies Use Conversational AI to Enhance Their CX

Things like powerful robots and IBM’s supercomputer tend to come to mind when thinking about artificial intell...

Cognigy.AI v4.3: Cognigy Functions and MUCH more!

Cognigy proudly presents: Cognigy.AI v4.3 with a massive list of powerful new features and improvements. Here ...

What Your Customers Really Think About Customer Service Automation

Perhaps the most popular current use of artificial intelligence (AI) in the customer contact environment is in...

Managing Customer Expectations in the Age of Artificial Intelligence

Modern consumers crave immediacy. With technology like artificial intelligence (AI) and chatbots gaining groun...

Where Does AI Fit in Your Contact Center Strategy?

Artificial intelligence may still seem a long way away from affecting our lives, but it already has a consider...

Semantic Versioning for Cognigy.AI

At Cognigy, we always aim to speed up the time-to-market for new features, improvements, and fixes. We update ...

Cognigy.AI v4.2 Brings Native Gmail, O365 Integration & More

Cognigy.AI version 4.2 introduces a number of new features & various improvements. Here are some of the hi...

Chatbots vs. Conversational AI: is there a difference?

AI technology is advancing rapidly, and it's now possible to create conversational virtual agents that can und...

Cognigy.AI v4.1.6 with Embedded Rich-text Editor for Automated Emails

The brand new version 4.1.6 introduces numerous improvements & new features to Cognigy.AI.

Cognigy Sessions: Building a Phone Bot with Voice Gateway

Cognigy Sessions is a techinar series from conversational AI experts for experts. Every episode gives deep ins...

"Hi, Can You Help Me Build a Conversational Automation Strategy?"

Undertaking conversational automation without a well-thought-out plan could be a mistake that undermines the s...

Why Your Customers Get Upset and What You Can Do to Fix It

Customer experience is a hot topic, and as we move forwards will become the competitive edge. Some companies a...

Cognigy.AI v4.1.5 with Usability Improvements

Once again, the newest release of Cognigy.AI, v4.1.5, comes with a number of amazing improvements to your favo...

The Intelligent Voice and Chatbot Revolution

Voice bot and chatbot technology has reached an interesting phase. More and more companies use it, but at the ...

6 Tips to Reduce Customer Waiting Time With AI

Figuring out how to reduce customer waiting time can ensure you retain loyal customers by addressing their con...

How Conversational AI Impacts Customer Service - Analyst Review

Conversational artificial intelligence (AI) is a topic that research analysts are watching avidly, particularl...

Cognigy.AI v4.1.4 with new NLU capabilities

Cognigy.AI v4.1.4 brings various improvements to your favorite Conversational AI platform. Among the newly rel...

Introducing Cognigy Sessions: Deep Dive Conversational AI

As a low-code platform, Cognigy.AI enables technical and non-technical users to deploy voice and chatbots in a...

What Does a Career in AI Look Like? Our Head of AI Shares His Thoughts

Dominik Seisser is a senior AI practitioner and expert for Natural Language Understanding (NLU). In his recent...

3 Benefits of AI in Customer Service That Enhance Processes

Think about how much of your day involved some form of AI in customer service and support.

Cognigy CLI 0.6.7 adds Translation Features

The Cognigy CLI (Command Line Interface) [see Github for code] is a set of tools which Cognigy Developers can ...

Cognigy.AI v4.1.3 brings Question Escalations

Cognigy.AI v4.1.3 comes jam-packed with amazing new features to enable our users to build more natural convers...

Dealing With Unhappy Customers During the Holiday Rush Using AI

The joy of the holidays means kindness, pleasant exchanges, and well wishes - unless you work in customer serv...

New Cognigy.AI Training Videos Released

The Cognigy.AI Help Center enables teams to build their projects with step-by-step guides, tutorials, and much...

Cognigy.AI v4.1.2 with Improved WebchatWidget

Cognigy.AI v4.1.2 (see Release Notes) introduces an improved WebchatWidget, better support for large assets an...

4 Tips for Personalized Customer Service With Automation

Customer service automation has become a must-have for enterprises. With automation, you can ensure engaging, ...

What is conversation design & why it matters in Conversational AI

In a nutshell, conversation design allows computers and artificial intelligence to converse and hold casual co...

How Henkel Helps Households Achieve Cleaner Living With Conversational AI

Our vision with Cognigy.AI is to help enterprises embrace Conversational AI and automation to build and outsta...

"Hey Cognigy, What's Next for Conversational AI?" Predictions for 2021

2020 was a year for the ages across industries worldwide. The pandemic exposed communication weaknesses and sh...

[Infographic] Omnichannel vs Multichannel Contact Center for Outstanding CX

There's nothing wrong with communicating with your customers through traditional phone or email channels. But ...

New Flow Nodes Available with Cognigy.AI v4.1.1

Cognigy.AI v4.1.1 (see Release Notes) brings new Flow Nodes, improved user management, usability enhancements ...

Your 2021 Guide to Intelligent Call Routing System

Since call centers came into being, sometime in the 1900s, callers have consistently been complaining about th...

How ARAG Leverages Conversational AI

For several years ARAG has worked with Cognigy.AI to drive service excellence and process automation. Dr. Ina ...

Cognigy.AI v4.1.0 adds In-Product Help and more

With the release of Cognigy.AI v4.1.0 (see Release Notes), we added exciting new features like In-Product Help...

10 Best Practices for Contact Center Automation You Can Implement Today

The modern-day consumer expects an exceptional experience throughout a purchase journey, right from engaging w...

How to Improve First Call Resolution With Conversational AI

Customer experience (CX) has emerged as the single most crucial aspect of a buyer’s journey in 2020. By that m...

Transforming Customer Service – What to Look for in a Conversational AI Tool

This article was originally published on The Magazine for Customer Service Managers and Professionals.

9 questions to ask chatbot vendors before selecting one

Looking at chatbots and automation? We've gathered the best 9 questions from our RFI template to ask potential...

Conversational AI in Insurance: The Future of Customer Service is Here

The nearly three-centuries old insurance industry has been somewhat slow in catching up with the digital age. ...

Give Your Contact Center an AI Boost With Cognigy Voice Gateway

In 2020, every industry has been facing never-seen-before issues that are leading to staff cuts, workload dist...

Will AI replace call center agents?

Call centers have always capitalized on new-age technologies to improve their operations and services, ranging...

Why the Time for RPA-Enabled Chatbots is Now

For too long, two powerful automation technologies have taken different paths in the enterprise. Robotic Proce...

Cognigy.AI v4: Our Most Advanced Conversational AI Platform Yet

Cognigy is proud to launch the most intuitive-to-use yet most powerful conversational AI tool on the market – ...

How Conversational AI solves customer experience challenges

Like all businesses, contact centers are under increasing pressure to do more with less. There is a need to re...

The First Step in Designing Your Conversational AI Roadmap

There are many different approaches to designing a roadmap for your technology investment. Do you want to tack...

From FAQs to Process Automation

Enterprises typically address Frequently Asked Questions (FAQs) in their first Conversational AI project. FAQs...

How to Use Conversational AI in Marketing (The Right Way)

Marketers face the same challenges across all sectors.: How to create the best customer experience along all p...

Conversational AI Use Cases to Inspire Your Own

Conversational AI stands for a natural and intuitive dialog between you as a human and a computer program eith...

Getting Started With Chatbots

Chatbots are among the cutting-edge technologies companies are discussing to implement. They can help your bus...

Chatbots & RPA: the perfect co-workers

Chatbots are tasked with communicating with humans through a messaging interface, such as Facebook Messenger, ...

Adding Real Magic to VR Games With Voice AI Plugin for Unity

Imagine a game in which every character has its own personality and can have a meaningful, voice-based convers...

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