NiCE Adds Agent Testing and Tracing Tools to Cognigy Platform

NiCE added testing, tracing and reusable-skill tools to its Cognigy customer-service AI platform, giving companies new ways to build agents and review how they act.

The update redesigns Agentic Experience Studio and adds AI Assist for setup, building, testing and improvement. Teams can create skills from tools and personas, then reuse them across agents. Tracing records the steps, data, tools and decisions behind agent actions, while multivariate testing lets teams compare configurations.

The platform also adds native speech-to-speech support. Default speech-to-text, text-to-speech and large language models are included in the conversation price. Premium models from Deepgram, ElevenLabs and Anthropic have usage-based billing.

New agents can work alongside existing Flows and Flow Agents. A flow can serve as an agent tool or complete a defined step before an agent takes over. Existing production deployments will continue running unchanged, and customers can adopt the new features when ready. The launch schedule set trial access to start Nov. 12, with a gradual rollout to customer environments planned for November.

“Tracing shows every decision,” said Philipp Heltewig, NiCE’s chief AI officer.

NiCE’s AI and self-service annual recurring revenue reached $362 million as of June 30, up 52% from a year earlier. The figure combines AI and self-service offerings and does not isolate Cognigy.