AI in the Contact Center: How AI Agents Work Alongside People
At Nexus 2026, NiCE Cognigy showed that the customer service market is moving away from standalone bots toward a single orchestration layer. The company is betting on combining AI agents, human agents and AI assistants around a shared knowledge base, analytics and workflow. Key announcements include Automation Discovery, a simulator for testing agents before release, MCP integration and proactive multimodal scenarios.
AI-processed from ZDNet AI; edited by Hamidun News
AI in the contact center is no longer a thing of the future but of the present: NiCE Cognigy showed how AI agents, live human agents and AI assistants work in a single loop instead of disconnected systems.
How do you deploy AI agents in a contact center?
In NiCE Cognigy's model, AI agents, live human agents and AI assistants work in a single loop instead of disconnected systems.
What is the goal of bringing AI into customer service?
The company wants to become the operating layer for the entire customer experience, not just a contact center tool.
What will change in day-to-day work after the
NiCE and Cognigy merger? AI and people will work together in a single loop instead of disconnected systems, which will allow the company to become the operating layer for the entire customer experience.
How do AI agents work in contact centers today?
According to NiCE Cognigy, they work in a single loop alongside live human agents and AI assistants, instead of disconnected systems.
What changed after NiCE bought Cognigy?
The company wants to become the operating layer for the entire customer experience, uniting AI agents and people in a single management system.
Key Questions Answered
How do you deploy AI agents in a contact center?
In NiCE Cognigy's model, AI agents, live human agents and AI assistants work in a single loop instead of disconnected systems.
What is the goal of bringing AI into customer service?
The company wants to become the operating layer for the entire customer experience, not just a contact center tool.
What will change in day-to-day work after the NiCE and Cognigy merger?
AI and people will work together in a single loop instead of disconnected systems, which will allow the company to become the operating layer for the entire customer experience.
How do AI agents work in contact centers today?
According to NiCE Cognigy, they work in a single loop alongside live human agents and AI assistants, instead of disconnected systems.
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