AI news ·
NiCE Updates Cognigy With Reusable Agent Skills and Decision Tracing
NiCE’s Cognigy update adds reusable agent skills and decision tracing to speed up building automated customer-service agents and make it easier to audit their actions.
NiCE has released an update to Cognigy that introduces reusable agent skills and decision tracing for customer-service workflows. The update allows teams to build repeatable components, which can reduce the time needed to deploy new or updated automated agents.
Decision tracing gives operators a clearer path to audit why an agent took a specific action. This capability also supports diagnosing failures across channels, providing visibility into agent behavior when issues arise.