NiCE Knowledge Hub Integration and More with 2026.8 Release

Enable AI Agents to Tap into NiCE Knowledge Hub 

Accurate, governed knowledge is what separates a reliable AI Agent from one that guesses. For many CXone customers, that knowledge already lives in NiCE Knowledge Hub, a centralized knowledge orchestration layer with its own RAG pipeline, storage, and system connectors.

Why It Matters

The NiCE Knowledge Hub targets enterprises looking to eliminate fragmented knowledge silos and ensure every customer and agent-facing AI draws from a single, trusted source of truth. It connects, ingests, and unifies content from disparate knowledge sources, offering a broad set of turnkey connectors - including Salesforce, ServiceNow, SharePoint, Microsoft Dynamics 365, WordPress, Zendesk, NiCE Expert, and many others. Knowledge bases sync daily and can be triggered manually on demand to ensure up-to-date content.

With the new Retrieve Knowledge Node, Cognigy AI Agents can now tap directly into that pipeline at runtime, inheriting its content structure, division-based visibility, and the full breadth of connected sources.

This option is ideal when:

• Your enterprise knowledge sources are already integrated and organized inside CXone
• Content governance, approval workflows and version control are handled upstream

Note that the Retrieve Knowledge Node is supported only in Cognigy installations hosted in the following NiCE CXone environments:

• cognigy-na1.nicecxone.com
• cognigy-na3.nicecxone.com
• cognigy-ca1.nicecxone.com
• cognigy-uk1.nicecxone.com
• cognigy-au1.nicecxone.com
• cognigy-jp1.nicecxone.com

Other Improvements

Cognigy.AI 

• For the NiCE CXone handover provider:
  • Added the Display Agent Details toggle to the Handover to Human Agent and Question Nodes. This toggle allows you to display the human agent’s name and profile image in Webchat
  • Added support for the On Resolve Options setting in the Handover to Human Agent Node
  • Added support for bi-directional typing indicator in Webchat v3
  • Added detection of the ONRELEASE action to determine when a human agent ends the conversation
• Included legacy API keys on the My Profile page with the Legacy tag
• Improved error response text for failed Create and Update handover provider API requests
• Improved the detection to determine when human agents end conversations on Salesforce MIAW by using the CONVERSATION_SESSION_STATUS_CHANGED event instead of CONVERSATION_PARTICIPANT_CHANGED