AI AGENTS FOR CHAT AND MESSAGING

Answers on every channel, without starting over.

NiCE Cognigy AI agents resolve requests on web chat, WhatsApp and 30+ messaging channels, at any hour.

SELF-SERVICE

Answers that know your customers

Customers want to finish the job on the channel they already use, not download another app. E.ON met them in WhatsApp, where its NiCE Cognigy AI agent collects meter readings in a natural chat and sends them straight to the back end. AI agents use conversation history, sentiment and CRM data to resolve requests like this end to end.

E.ON: WhatsApp AI Agent for Meter Readings

Meet customers on every channel

Web chat, WhatsApp, Messenger, LINE, iMessage and more, served by one AI agent.

Personalize every reply

Conversation history, sentiment and CRM data shape every answer.

Complete transactions in the chat

Rebook, cancel, track orders, send invoices and process payments and refunds without leaving the conversation.

Serve every customer

Webchat built to WCAG and Section 508 accessibility standards.

Explore agentic AI

Proven in production

99.5%

faster response time

16M+

AI-powered conversations a year

80%

cost reduction achieved

MULTIMODAL

Switch channels without starting over

Context travels with the customer from chat to messaging to voice. CRM records update as the conversation moves, and content adapts to each channel's format.

Explore multimodal CX

Speak 100+ languages

Mix text, images and media

Start from prebuilt AI agents

KNOWLEDGE

Accurate answers from your own knowledge

AI agents use large language models grounded in your enterprise knowledge, so customers get the exact answer instead of a generic one.

Explore Knowledge AI

Data transparency and control

Access, verify and refine extracted content. Categorize sources and filter search scope to resolve conflicts and maximize accuracy.

Response traceability

Trace every generated answer back to its source.

Configurable UX

Control the output format: plain text or rich media, with or without sources and references.

Your choice of LLM

Use the LLM of your choice to balance experience, data security and cost.

INTEGRATIONS

Works with the stack you already run

Connect AI agents to your contact center, CRM and backend systems through 100+ prebuilt integrations. No rip-and-replace, no lock-in.

Your contact center platform

Plug AI agents into the CCaaS or on-premises platform you already run.

Your enterprise systems

Connect CRM, ERP and backend systems so AI agents can look up data and complete transactions.

Live agent handover

Hand chats to the agent desktop you already use, or to Cognigy Live Agent, with the full conversation attached.

Explore integrations

More chat and messaging AI agents in production

Meet customers wherever they message

See AI agents for chat and messaging in action.