Cognigy

Contact centers drown in repetitive questions while customers wait in queues. Cognigy is an enterprise AI customer service platform that automates those conversations with chatbots and voice agents, and coaches human agents when a case needs a person.

Its voice agents use hyper-realistic voices for humanlike, empathetic dialogue, and the platform works across channels and modes, including chat and voice.

Cognigy cites automation rates around 70 percent and a 37 percent NPS gain on live chat as example results.

For human agents, the AI copilot offers real-time coaching and quick access to knowledge.

It is built for large organizations handling millions of interactions and plugs into existing contact center systems.

Pricing is enterprise only, so smaller teams are probably not the target.

Forrester has named Cognigy a leader in its analyst coverage.