PROACTIVE ENGAGEMENT

Stop waiting for customers to call. Act before they need to.

NiCE Cognigy AI agents read real-time signals, from network alerts to billing events, and reach each customer on the right channel before friction arrives.

Business transformation, not just automation.

Our AI agents don't just automate existing processes. They turn customer signals into revenue and savings across the organization, before the customer has to ask.

Openreach: Proactive AI Boosts Customer Satisfaction to 4.7

$75M+

new revenue a year

45%

fewer missed appointments

4%

higher customer retention

AI that closes the loop before it opens.

Proactive AI agents don't wait for customers to reach out. Combining enterprise-grade conversational AI with a proactive orchestration layer, they read real-time signals, predict what customers need and act before friction arrives.

Conversational AI foundation

Conversational AI foundation

An enterprise conversational layer that handles customer interactions naturally across voice and digital channels.

Intelligent context

Intelligent context

Monitors real-time signals to decide when, who and how to engage, and starts outreach before the customer needs to call.

Adaptive journey design

Adaptive journey design

Builds and refines personalized outbound strategies over long-running journeys, learning from every interaction and data point.

Conversation layer handling voice and digital channels / Real-time signals feeding the proactive engine / Adaptive outbound journey plan

Conversation layer, slide 1 of 3

Meet customer needs before customers notice them.

A continuous loop of intelligence, planning and autonomous action, orchestrated across multiple AI agents.

Detect and contextualize

The proactive engine monitors real-time signals (network alerts, CRM updates, billing events) and gathers full customer context from multiple systems.

Plan the engagement

From the customer's profile, preferences, risk level and history, the engine plans when to reach out, on which channel, in what tone and with what action.

Engage proactively

AI agents reach out on the customer's preferred channel (SMS, voice, email or in-app) with natural, personal conversations. If the customer doesn't respond, the strategy adapts automatically.

Resolve and optimize

From booking appointments and resetting routers to offering upsells and confirming fixes, every interaction ends in a measurable outcome.

See proactive AI in action

Detect and resolve remotely

20 days before contract expiry: Network AI agent

The proactive engine detects underperforming broadband. A network AI agent reaches out on WhatsApp and starts a remote router reset.

Channel: WhatsApp

Schedule an engineer

14 days before contract expiry: Customer help AI agent

The remote fix doesn't work. A customer help AI agent finds an available slot and books an engineer visit with Sarah.

Channel: In-app and email

Offer an earlier appointment

10 days before contract expiry: Capacity optimization AI agent

An earlier slot opens up. A capacity optimization AI agent calls Sarah to offer it, making better use of engineer time.

Channel: Phone

Brief the engineer

3 days before the appointment: Appointment management AI agent

The appointment management AI agent sends engineer Dave the repair details, address and equipment list ahead of the visit.

Channel: SMS

Post-visit upsell

Day after the appointment: Sales AI agent

After the repair, a sales AI agent offers Sarah a personalized Wi-Fi booster: timely and relevant.

Channel: SMS

Proactive engagement across industries

Telecom

Healthcare

Financial Services

Higher Education

What Makes It Different

Contextual awareness and decisioning

Uses customer data and conversation history to decide when, where, what and how to communicate.

Multi-actor support

Engages several people in one journey, such as a customer and an engineer, and keeps everyone informed.

Adaptive target prioritization

Manages multiple contact targets and picks the right channel, re-prioritizing by availability, response history and real-time engagement.

Long-running journeys

Manages journeys that span days, weeks or months, keeping context, adapting strategy and orchestrating touchpoints across the lifecycle.

Protected contact

Validates data integrity before any outreach goes out, so a bad data feed never reaches a customer.

Adaptive strategy engine

If a customer doesn't respond, the strategy adapts in real time: new channel, new timing, new tone.

ANALYST RECOGNITION

Named a Leader in the Forrester Wave™ 2026.

Conversational AI Platforms for Customer Service

Ranked highest in the Strategy category, with above-average customer feedback and the highest possible scores across 10 current offering and strategy criteria.

Download report Explore our achievements

Ready to move from reactive to proactive?

Unlock new revenue and cut costs with outreach that happens before the call.