NiCE has announced the launch of its new tool, Cognigy Simulator.
The solution is designed to help enterprises evaluate, test, deploy, and scale production-grade AI agents used in CX operations.
Released via its Cognigy division, the tool allows enterprises to test out AI agents before deployment, by creating controlled simulations of realistic customer interactions, enterprises can evaluate how the agents respond.
Cognigy Simulator aims to reduce risk and build enterprise confidence in a controlled setting before exposing an AI agent in customer operations.
Philipp Heltewig, General Manager, NiCE Cognigy and Chief AI Officer, explained how the simulator will enable organizations to evaluate an AI agent’s readiness for real-world use.
“AI Agents have become a catalyst for transforming customer experience operations,” he said.
“Simulator provides data-informed testing and reporting to help organizations understand AI Agent performance and compliance alignment, so organizations can make deployment decisions with confidence.”
Simulating AI Agent Readiness
Testing AI agents with manual test or small samples is no longer enough evidence for confident deployment.
Operating as a software tool for testing and evaluating AI agents, Cognigy Simulator allows for large-scale experimentation before they’re deployed into real environments.
This includes allowing organizations to run multiple simulated user interactions with an AI agent to see how it performs with customers.
By providing evidence about how an AI agent behaves in real-world conditions, including realistic, unlikely, or unusual scenarios, this will allow enterprises to evaluate the agent’s capability to meet business goals and compliance requirements.
“AI-driven customer service is already entering a phase where ongoing evaluation and refinement are essential,” Heltewig added.
“Simulator integrates continuous testing directly into CX operations, ensuring AI Agents are routinely exercised, measured, and improved across build, deploy, and optimization cycles.”
By replicating real users for simulated use, Cognigy Simulator utilizes their data to represent different types of customers with varied demographics, intentions, and behaviors.
These synthetic customers can interact with the AI agent inside the simulation, revealing further information about strengths and weaknesses that a simpler scripted test might have missed.
Enterprises can launch thousands of interactions at once, speeding up deployment while ensuring an agent’s capability to handle a system.
This also includes simulations to be run on demand, scheduled regularly, or used in automated regression tests.
These interaction tests can include evaluating an AI agent’s: task completion rates, adherence to safety and guardrails, reliability of integrated systems and APIs, and overall experience quality for the user simulation.
Furthermore, the tool can run comparisons between different agent versions, prompting strategies, or system configurations to find the most effective setup.