One workspace where AI and human agents work together.

Meet customers on their preferred digital channel: WhatsApp, Facebook, iMessage, your website or mobile app.

NiCE Cognigy Agent Copilot listens to each conversation and recommends next steps in real time.

Integrations, a unified view of the customer, automation and easy collaboration take friction out of your team's day.

Track conversation traffic and team performance to plan staffing, manage queues and target training.

Know who the customer is and what they need the moment the handover lands. Agent Copilot gives agents the customer profile, query and sentiment up front.

As the conversation goes on, Agent Copilot surfaces knowledge, suggests responses and runs actions on demand.

Real-time machine translation lets customers and agents each use their own language.

Chat summaries, feedback collection and CRM updates: the wrap-up work that used to eat agents' time now takes one click.

See conversation volume, agent workload and performance in real time, and act fast on unassigned conversations or overloaded team members.

Analyze service quality with real-time and historical data on first response time, average handling time and resolution rate.

Track individual performance and the most common support topics, and use them to target training.

See how handover rate, traffic, query topics and other metrics trend over time, and correlate resolution speed with volume to plan resources.