Cognigy Ranked #1  

in 5 out of 5 Use Cases 

in the 2023 Gartner® Critical Capabilities Report for Enterprise Conversational AI Platforms

Ranked #1 in all 5 Use Cases

That's Cognigy!


Cognigy has received the highest scores in all five of the Use Cases in the 2023 Gartner Critical Capabilities report for Enterprise Conversational AI Platforms. 

Use cases include Contact Center Automation, Self-Service Chatbots, ITSM/HR Virtual Assistants, Multilingual Chatbot Initiatives and Orchestration of Multiple Employee Facing Bots. 

As a companion to the Gartner® Magic Quadrant™, which also named us a Leader, the Critical Capabilities report evaluated and ranked 19 vendors across 14 critical capabilities. 

We're sorry, but this report is not currently available: 

Please email us at to find out more!

Cognigy is consistently achieving the highest ratings and recognition across multiple independent sources. See more of Cognigy's achievements, analyst research & awards page! 


How we Believe we can Support you and Your Customers

How do Gartner Critical Capabilities™ Work? 

A Critical Capabilities document is a comparative analysis that scores competing products or services against a set of critical differentiators identified by Gartner. It shows you which products or services are the best fit in various use cases to provide you with actionable advice on which products/services you should add to your vendor shortlists for further evaluation. 

Cognigy has Achieved the Highest Ranking in all 5 use Cases of the 2023 Gartner®️ Critical Capabilities Report for Enterprise Conversational AI Platforms. These use cases include: 

  • Contact Center Automation

  • Self-Service Chatbots

  • ITSM/HR Virtual Assistants

  • Multilingual Chatbot Initiatives

  • Orchestration of Multiple Employee Facing Bots 

Cognigy's Vision

We're revolutionizing the customer service industry by providing the most cutting-edge AI workforce on the market.  This ranking in the Critical Capabilities report, we feel, confirms our commitment to creating customer service that is loved by everyone.

Over 1000 brands worldwide trust Cognigy and its vast partner network to create customer and employee service that is loved by everyone. Cognigy’s worldwide customer portfolio includes Toyota, Fidelity Life, Bosch, Lufthansa Group, and Mercedes-Benz to name but a few. Learn more at

Support Your Customers and Agents With AI Agents for Your Business 

Cognigy is revolutionizing the customer service industry by providing the most cutting-edge AI workforce on the market. Its award-winning solution empowers businesses to deliver exceptional customer service that is instant, personalized, in any language, and on any channel. Through the perfect combination of Generative and Conversational AI, Cognigy’s AI Agents are shaping the future of customer service, increasing customer satisfaction, and supporting employees in real-time.

Built on the foundation of the world’s leading Conversational AI platform, Cognigy's AI Agents provide next-gen customer service, absorb your enterprise knowledge, and come fully equipped with intelligent IVR, smart self-service, and agent assist. Supplied with dozens of pretrained skills, they work seamlessly with existing enterprise systems, learn from your human agents, and give them superpowers.

Trusted by More Than 1000 Brands Worldwide

TME Toyota LOGO Page-1
Mercedes Benz
Frontier Airlines
Munich Airport_LOGO PAGE
Direct_Travel_Horizontal-Logo_Full-Color (1)
Mobily_LOGO Page_new
Boston Consulting
Tchibo Logo-1
Berlin Brands
Smart City Duisburg-

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.   

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, Magic Quadrant is a registered trademarks of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. 

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Cognigy.  

Gartner, Magic Quadrant for Enterprise Conversational AI Platforms, Bern Elliot | Gabriele Rigon, 06 March 2023 

Gartner, “Critical Capabilities for Enterprise Conversational AI Platforms”, by analysts Bern Elliot, Gabriele Rigon 13 March 2023.