NiCE Ltd. has launched a new generation of its Cognigy platform, focusing on the operational reliability of AI agents rather than just model intelligence. The update introduces a redesigned Agentic Experience Studio, which allows users to build and deploy agents in a few clicks. The platform now includes native voice-to-voice model support and reusable skills that package specific instructions and tools.
The release features an AI Assist companion for building and testing, alongside advanced tracing capabilities that monitor agent performance turn-by-turn. A new Simulator enables multivariate testing of up to 10 variants using an LLM-as-judge to evaluate performance metrics. These tools aim to shift model selection from subjective preference to data-backed economic decisions.
NiCE is integrating Cognigy across its existing CXone customer base, targeting three distinct user personas: small businesses, contact center administrators, and technical engineers. The platform supports hybrid deployment modes, allowing companies to combine autonomous reasoning with deterministic workflows for data security and compliance.
The platform now acts as a Model Context Protocol client and server, supporting connections between agents, including those built with Microsoft tools. NiCE is also co-developing the Personal Agent Protocol with Meta and Sierra to manage how personal agents interact with enterprise websites and APIs safely.
