NiCE Unveils New Cognigy AI Capabilities at Nexus

NiCE has announced a range of new capabilities for NiCE Cognigy at its global CX AI Summit, Nexus 2026.

The updates are designed to support organisations in discovering, deploying, and managing AI agents across customer experience operations.

The announcement introduces several capabilities aimed at helping organisations identify opportunities for automation and manage AI performance at scale.

These include tools for analysing engagement data to highlight automation opportunities, as well as features designed to test and evaluate AI agent performance before deployment.

Philipp Heltewig said, “Agentic AI is becoming the operating layer of the enterprise. The challenge is no longer experimentation-it is how to run AI with visibility, accountability, and measurable performance. The innovations we’re unveiling at Nexus are designed for exactly that.”

One of the new features focuses on analysing engagement data, including voice calls, chat interactions, routing signals, and performance metrics, to identify where automation may be introduced. The system can then generate AI agents designed to handle those use cases.

Another capability allows organisations to test different AI configurations using multivariate testing. This enables side-by-side comparisons of prompts, routing logic, models, and guardrails, allowing teams to evaluate performance before releasing AI agents into live environments.

The platform also introduces tools to support multimodal customer journeys, bringing together voice interactions, visual interfaces, structured forms, and backend workflows within a single interaction flow. These journeys are designed to support both AI-led interactions and human handovers where required.

Additional updates include enhanced conversation analytics. These tools use large language models to analyse interaction transcripts and evaluate performance against defined quality measures, helping organisations identify patterns and potential areas for improvement.

The company also announced expanded integration with the Model Context Protocol (MCP), enabling interoperability with external AI tools and development environments while allowing Cognigy capabilities to be used within broader enterprise AI ecosystems.

Industry leaders from organisations including Allianz, Lufthansa Group, Generali, Sky, and Openreach also participated in discussions at the event alongside partners such as Accenture, Deloitte, and Microsoft.

Scott Russell said: “We are at the beginning of a structural shift in how enterprises operate. In customer experience, AI is no longer a feature layered onto software-it is becoming the intelligence that runs it.

The companies that win will be those that design for a hybrid workforce, where humans and AI systems work as one coordinated engine.

Our role is to give enterprises the scale, resilience, and architectural foundation to turn Agentic AI into a continuous source of growth, adaptability, and competitive advantage.”

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NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

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Author: Hannah Swankie
Reviewed by: Megan Jones