Every recall answered. Every bay booked.

AI agents are human-like virtual agents, built on conversational and generative AI, that automate customer service across chat and voice. They deliver instant, personal support in over 100 languages and integrate with enterprise systems. They come with industry-specific skills and emotional intelligence, use your service knowledge and processes, and work alongside human agents with real-time assistance, knowledge lookups, next best actions and sentiment analysis.

AI agents automate maintenance scheduling, answer product questions and help with financing options. They support drivers with troubleshooting and connected-car features, recommend vehicles and services from customer data, and handle high call volumes in the contact center for faster resolution.

A chatbot is a basic, rule-based tool that gives pre-set responses and is limited in scope. Conversational AI uses natural language processing (NLP) and generative AI to understand context and hold dynamic, human-like conversations. Agentic AI, like NiCE Cognigy, goes further: it handles complex interactions and acts in enterprise systems to resolve requests.

Key use cases include flight status updates, baggage tracking, rebookings during disruptions, FAQs and multilingual support. AI agents also help with loyalty programs, personalized trip recommendations and proactive notifications.