How does Cognigy define a billable conversation?

A billable conversation is typically a session of up to 50 user inputs within a 24-hour period. For voice calls, it is often counted in 10-minute increments.

Can I use my own LLM with Cognigy?

Yes, Cognigy allows 'Bring Your Own Model' (BYOM), supporting integrations with major providers like OpenAI, Anthropic, and Google, as well as self-hosted models.

Does Cognigy support voice interactions?

Yes, through the Cognigy Voice Gateway, the platform supports real-time voice AI agents with low latency, connecting directly to SIP trunks and telephony systems.

What is the difference between NLU and Agentic AI in Cognigy?

NLU-driven agents follow predefined flows for structured processes, while Agentic AI uses LLMs to reason and autonomously plan steps to resolve complex customer queries.

Is Cognigy suitable for highly regulated industries?

Yes, Cognigy is built for enterprise security, offering SOC 2 Type II, HIPAA, and GDPR compliance, along with PII redaction to protect sensitive customer data.

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Customer engagement

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Cognigy

Enterprise AI platform for building sophisticated voice and digital AI agents. Automates customer service with NLU, Generative AI, and real-time human agent assistance.

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Rating

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Upvotes

3 months ago

Listed

Conversational AI

Customer Support

AI Agents

Contact Center

Enterprise AI

Voice AI

Chatbot

Agentic AI

NLU

LLM Orchestration

Tool information

Provider

NICE (formerly Cognigy.AI)

Platforms

Web

Slack

Microsoft Teams

Facebook Messenger

SMS

Voice/IVR

API

Languages

English

German

Spanish

French

Japanese

Chinese

Arabic

100+ languages

API Available

Yes

Added to directory

3 months ago

Last updated

about 2 months ago

Rating

Not available

Pricing

Contact

About Cognigy

What the tool does and who it's for

Cognigy is an enterprise-grade AI orchestration platform designed for contact centers to build and manage highly sophisticated AI Agents. It combines Conversational AI (NLU), Generative AI (LLMs), and Agentic AI to automate customer service across voice and digital channels. Recently acquired by NICE, it integrates deeply with NICE CXone while maintaining its robust low-code environment for designing complex dialog flows, managing real-time agent assistants (Agent Copilots), and ensuring enterprise-level security and compliance.

Key capabilities

Conversational Flow Builder: A low-code visual interface for designing complex customer interactions and logic.

Multimodal AI Agents: Deploy agents across 30+ channels including voice, digital chat, and mobile apps.

Multi-Model LLM Orchestration: Support for OpenAI, Anthropic, AWS Bedrock, Google Vertex AI, and private models.

Agent Copilot: Provides human representatives with real-time suggested responses and automated summaries.

Voice Gateway: Native SIP-based voice integration for high-fidelity phone and IVR automation.

Knowledge AI: RAG-based semantic search to provide contextually accurate answers from internal documents.

Enterprise Security: SOC 2, HIPAA, GDPR, and PCI DSS compliance with built-in PII masking.

AI Ops Center: Centralized monitoring of agent performance, latency, and automated failover management.

Pricing

Contact — plans below

Enterprise

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