US contact centre providers firm NiCE has launched Cognigy Simulator, a software designed to help enterprises in testing and evaluating AI brokers at scale inside buyer expertise operations.
The platform permits organisations to conduct large-scale simulations of buyer interactions utilizing digital twins, which mannequin a spread of buyer demographics, languages, and intent variations.
Entry deeper trade intelligence
Expertise unmatched readability with a single platform that mixes distinctive knowledge, AI, and human experience.
This method permits companies to look at AI agent efficiency below sensible and difficult eventualities previous to deployment.
Cognigy Simulator generates hundreds of artificial interactions concurrently, offering insights into how AI brokers reply to real-world buyer behaviour quite than counting on scripted responses.
Every simulation measures outcomes towards particular standards similar to job completion, compliance with operational tips, integration stability, and interplay high quality.
The outcomes intention to verify whether or not AI brokers meet required enterprise requirements and compliance wants.
The platform additionally provides automated state of affairs era by drawing on knowledge from current transcripts or agent configurations, supporting environment friendly high quality assurance processes.
It permits focused enhancements by figuring out the place prompts or workflows want adjustment primarily based on detailed suggestions from failed conversations or efficiency gaps.
Moreover, the system can simulate varied third-party API responses to check the combination reliability below completely different circumstances.
NiCE Cognigy basic supervisor Philipp Heltewig stated: “AI Brokers have change into a catalyst for reworking buyer expertise operations.
“Simulator supplies data-informed testing and reporting to assist organisations perceive AI Agent efficiency and compliance alignment, so organisations could make deployment choices with confidence.”
Enterprises can evaluate the effectiveness of various methods by conducting A/B exams and analysing variant outcomes in immediate design or logic flows, stated NiCE.
Heltewig added: “AI-driven customer support is already coming into a part the place ongoing analysis and refinement are important. Simulator integrates steady testing straight into CX operations, making certain AI Brokers are routinely exercised, measured, and improved throughout construct, deploy, and optimisation cycles.”
Cognigy Simulator shall be featured in a dwell demonstration throughout a webinar scheduled for 22 January 2026.
In July 2025, NiCE agreed to amass Cognigy. NiCE goals to combine Cognigy’s superior AI capabilities into its CXone Mpower platform to speed up AI adoption in buyer expertise throughout the back and front workplace for organisations.
Join our day by day information round-up!
Give what you are promoting an edge with our main trade insights.
