MetriNote – Cognigy Announces Agentic AI

Author: Robin Gareiss, CEO and Principal Analyst, Metrigy What's the news? November 14, 2024 – Cognigy has announced Agentic AI, an emerging type of AI agents that are more intelligent, adaptive, and autonomous than their predecessors. Aimed primarily at large contact centers, Cognigy’s Agentic AI agents comprise conversational AI engines and large language models (LLMs), enabling goal-oriented decision-making and hyper-personalization with context that adapts to each interaction. Agentic agents “think” more like humans, evaluating each situation and making decisions that reduce the need for human intervention. They also can autonomously select APIs or customer data repositories to help generate the most relevant and accurate resolutions.