The 2026 Forrester Wave™ assesses the top conversational AI platforms for customer service across strategy, capabilities, and customer feedback.
NiCE Cognigy was recognized as a Leader — which we believe reflects its ability to support complex, AI-driven customer interactions at scale.
From scripted bots to agent-driven systems
Customer service is moving beyond single-turn automation toward multi-step, agent-based interactions.
This shift requires platforms that can:
- Execute tasks across systems, not just respond to prompts
- Orchestrate workflows across data, APIs, and AI models
- Maintain context across interactions and channels
- Operate reliably in production environments
Built for real-world AI operations
The Forrester evaluation notes that NiCE Cognigy is “a good fit for organizations looking to deploy complex agentic-driven conversational AI applications at scale.”
With NiCE Cognigy, teams can:
- Automate end-to-end customer journeys across channels
- Orchestrate actions across systems, tools, and knowledge sources
- Deploy and manage agent-based experiences at scale
- Continuously optimize performance based on real interactions
Access the full Forrester Wave™ report
See how NiCE Cognigy compares across strategy, capabilities, and customer feedback.
