Introducing the Next Generation of NiCE Cognigy

Today we’re introducing the next generation of NiCE Cognigy, with a modern interface and new agentic capabilities to help you build, manage and continuously improve your AI workforce.

For existing customers, here’s what matters most: everything you have in production keeps running. Your existing agents, API, and integrations carry over on the same trusted platform, with the admin governance model you know. You can adopt the new capabilities at your own pace, building on the work you’ve already done.

New innovations, built on what you have

The latest updates give you speed to build, flexibility to handle complex customer journeys, and full visibility into how your agents behave. And because the platform is hybrid by design, you keep deterministic flows wherever predictability and compliance matter.

• Agentic Experience Studio. A redesigned, agent-centric interface to help your team get to a first build faster while preserving all existing platform capabilities.
• Next-gen AI Agents. A future-ready agentic architecture where AI Agents act as the orchestration layer with built-in harness. These agents work alongside your existing Flows and Flow Agents and connect to external agents and systems through open standards.
• AI Assist. An AI teammate across the agentic lifecycle that guides setup, helps you build and debug, and applies smart defaults with governance baked in.
• Voice-to-Voice Support. Create real-time voice agents with natural turn-taking that can reason and call tools while they talk.
• Agent Tracing. Follow every step an agent takes, including skills, tool calls, LLM call and token use.
• Multivariate Testing. Run simulations side by side with different Snapshots, LLMs, AI Agents or scenarios to compare outcomes and confidently choose the best-performing version.

What this means for you

There’s no all-or-nothing rebuild. You can keep building with Flows and Flow Agents, combine the new Agents and Flows, or move to a fully agentic approach. You choose what works for your team and each use case.

Combining Agents and Flows gives you flexibility while preserving control. You can run a Flow as a tool, start with a deterministic step—such as a consent check—before an agent takes over, or use Route to Flow to hand off to an existing Flow.

Your existing work also has a clear home in the new interface. You’ll find your existing agents under Flow Agents alongside Flows, and knowledge continues to work as before. NLU moves to the Advanced section with the same functionality.

What happens next

Starting November 12, you can explore the next generation of Cognigy in Trial environments. From November onward, we’ll gradually roll out the update to your environments and notify you in advance. Join the waitlist if you want to be among the first to get the update.

There is so much to explore. Visit the launch page to learn more and register for our product deep dive session on December 2.