Cognigy.AI is a Conversational AI platform that enables building intelligent chatbots and virtual assistants with natural language understanding (NLU) and automation capabilities. It supports complex conversational flows including Question Nodes, intent handling, integrations, and AI-driven knowledge management.

How to handle FAQs in Cognigy AI?

To handle FAQs in Cognigy AI, you create dedicated FAQ flows with intents that represent common questions. Attach these FAQ flows to your main conversational flows via the NLU tab, allowing users to ask these questions anytime during the conversation. Additionally, use default replies within intents to provide fixed responses automatically when those intents are triggered.

What is a Question Node in Cognigy AI?

A Question Node is a powerful flow component to prompt users for specific input types (yes/no, numbers, text, etc.). It validates answers, reprompts on invalid input, stores values for later use, and allows flexible conversation management such as skipping questions or continuing from the question's position in the flow.

Can Cognigy AI integrate with external systems?

Yes, Cognigy supports integrations with Microsoft SharePoint, Microsoft SQL Server, MongoDB, Twilio TwiML XML, Microsoft Power Automate, and more via HTTP requests or APIs.

How does Cognigy AI handle knowledge and documents?

Cognigy’s Knowledge AI lets your agent dynamically access knowledge sources such as Word or PDF documents. The system uses prompts powered by GPT-style models to answer questions based on uploaded knowledge sources, enabling precise and contextually relevant answers.

How to manage teams and roles in Cognigy AI?

You can create teams under Settings > Teams, add agents to those teams, and manage roles. Live Agent features include user access tokens (API keys) and navigation tools between Live Agent and the Cognigy platform.

Where to find training and support?

Cognigy offers extensive video training, foundation courses, and a Help Center with detailed articles on best practices, FAQ handling, and technical concepts. The Cognigy Sessions video series dives deep into features like Question Nodes.

What are some additional FAQs?

Additional FAQs on authentication flows, custom webchat settings, language support for voice gateway, and licensing information are detailed in the Help Center. Developers can leverage CognigyScript for conditional outputs and customize behavior based on user input or external data.

Cognigy Review 2025 | Customer Service & Support Tool

About Cognigy

Who It's For

This tool helps businesses greatly improve customer service. It's for companies across many sectors, like airlines, finance, and retail. If you need to handle more customer questions quickly and empower your human support staff, this AI solution is a great fit.

What You Get

You receive AI agents that talk and chat with customers, giving quick, personal answers any time. These agents also work with your live support team, offering instant information and automating simple tasks. This means happier customers and a smoother, more efficient service team.

How It Works

The system uses smart AI to understand customer questions, whether they speak or type. It finds answers in its knowledge base, including your documents, to give accurate help. You can easily set up conversation flows for common needs. The AI also connects with your current business tools for a full customer service experience.

Features & Capabilities

🧠 Core AI Functionality

Agentic AI

Develops intelligent, autonomous AI agents capable of handling complex customer interactions.

Knowledge AI

Enables AI agents to access and utilize a vast knowledge base for informed and accurate responses.

Natural Language Understanding (NLU)

Powers AI agents to accurately understand and interpret human language in conversations.

AI Ops & Orchestration

Provides tools for managing and orchestrating AI agent operations and workflows efficiently.

🗣️ Omnichannel Customer Experience

Voice & Chat AI Agents

Deploys AI agents across voice, chat, and messaging channels for consistent service delivery.

Multimodal CX

Creates cutting-edge, frictionless interactions across various communication modes.

Personalized CX

Fosters customer loyalty through tailored and meaningful conversational experiences.

Proactive Service

Goes beyond reactive support to provide proactive service that boosts satisfaction and revenue.

🧑‍💻 Agent Augmentation & Productivity

Agent Copilot

Empowers human agents with real-time AI assistance and automated wrap-ups for increased productivity.

Real-time AI Coaching

Provides live guidance to agents, improving response quality and efficiency during interactions.

Global Language Support

Equips service teams to assist customers in any language leveraging real-time translation.

Effortless Resource Access

Provides agents with instant access to critical support knowledge and resources.

⚙️ Enterprise Platform Capabilities

Enterprise-Ready Generative AI

Supercharges contact centers with secure, powerful LLM orchestration for advanced automation.

Reliability & Scale

Manages millions of annual interactions and effectively handles peak loads without compromising service quality.

Fast Time to Value

Integrates seamlessly into existing systems and rapidly realizes ROI with business-driven automation.

Contact Center Integrations

Seamlessly integrates with major contact center platforms like Avaya, AWS, Genesys, and Microsoft.

Use Cases

Automating Customer Self-Service Across Channels

Businesses often struggle with high volumes of routine customer inquiries, leading to increased operational costs and customer frustration. Cognigy's generative and conversational AI agents empower enterprises to automate customer service interactions via voice and chat, delivering personalized, human-like dialogues and proactive support to resolve issues quickly and efficiently.

Customer ServiceFor: Customer Service Managers

Empowering Live Agents with Real-time AI Assistance

Live contact center agents frequently spend valuable time searching for information or handling repetitive tasks, impacting their productivity and the overall customer experience. The AI-Powered Agent Assist (Agent Copilot) provides real-time coaching, instant access to critical knowledge, and global language support, enabling human agents to deliver swift, accurate, and consistent responses.

Contact CenterFor: Contact Center Agents

Scaling Enterprise Contact Centers with AI Workforce

Large enterprises face significant challenges in managing millions of customer interactions reliably and scaling efficiently to handle peak loads while integrating with complex existing infrastructure. Cognigy's platform offers enterprise-ready generative AI and robust scalability, enabling seamless integration into current contact center systems and driving rapid ROI through advanced automation and orchestration.

Large EnterpriseFor: Contact Center Leaders

Enhancing Sales & Marketing Engagement with AI

To drive revenue and foster loyalty, sales and marketing teams need to engage customers proactively and intelligently with personalized interactions. Cognigy AI agents can be deployed to provide intelligent consultations and proactive customer engagement, streamlining processes and enhancing customer journeys across sales and marketing touchpoints.

Sales & MarketingFor: Sales & Marketing Leaders

About Cognigy