NiCE has introduced Cognigy Simulator, a new solution designed to help enterprises rigorously test, evaluate, deploy, and scale production-grade AI agents used in customer experience (CX) operations before they go live with real customers. The simulator creates a controlled environment that mimics realistic user interactions — including unlikely or unusual scenarios — so organizations can launch thousands of synthetic conversations and measure how well an AI agent performs across key criteria like task completion, compliance with safety guardrails, integration reliability, and overall experience quality. This approach aims to build confidence and reduce risk by providing quantitative data about an agent’s behavior rather than relying on limited manual tests or small sample sets.
By replicating varied customer personas and behaviors, Cognigy Simulator helps detect weaknesses that might be missed by simpler scripted tests, such as incorrect assumptions, looping dialogs, or inconsistent performance across channels like voice and digital interfaces. It also supports automated regression testing, comparisons between different agent versions or configurations, and ongoing evaluation throughout the build, deploy, and optimization cycles — enabling CX teams to continually improve AI-driven interactions while minimizing errors and customer friction.
Learn more at CX Today.