Native Storm (Content Guru) Integration and More with Cognigy.AI 2025.24 Release

Cognigy.AI 2025.24 release introduces a native Handover Provider for Content Guru’s storm® platform, expanding our out-of-the-box CCaaS integration options and strengthening technology flexibility and freedom of choice.

This feature enables seamless transfers from AI Agents to human agents operating within a storm-powered contact center, minimizing custom integration work and accelerating time-to-value.

For organizations already using or evaluating storm, this makes Cognigy.AI a viable, first-class option for managing AI-to-human escalations. It bridges the gap between automated and human support, ensuring a consistent customer experience across channels.

The full scope of handover capabilities — including support for advanced routing logic and Agent Copilot — are planned for future updates.

See a live demo of storm integration in our Q4 Tech Update.

Other Improvements

Cognigy.AI 

• Retired Anthropic’s claude-3-5-sonnet-latest, claude-instant-v1, and claude-v1-100k models
• Added base64Encode and base64Decode API functions to Code Nodes
• Improved the visibility of hyperlinks in the Interaction Panel
• Added an activity filter on the Contact Profiles page
• Introduced a fallback value indicator in the Node editor fields. This indicator helps users understand the fallback value that is used when no value is configured for the field

Cognigy Live Agent

• Added the Profile Language option in the Profile settings to allow the human agent to set their preferred UI language. This option overrides the account language and translates email and push notifications into the selected language

Cognigy AI Ops Center

• Updated the Handover Providers dashboard: the Provider Forwarding Errors Count and API Call Request Duration charts were removed, and the Handover Requests and Handover Messages charts were added to track the number of handover attempts and end-user messages, ensuring smooth conversation transfers