Did you know?
95%
of NiCE Cognigy customers would recommend the platform.
100+
languages supported across voice and digital channels.
24/7
AI agents provide always-on support that reduces pressure on contact centres.
Overview
Agentic AI
Customer expectations have changed. They expect immediate, seamless and personalised service across channels, without repeating themselves or waiting in queues. At the same time, organisations face rising interaction volumes, workforce pressure, fragmented systems and the limits of legacy contact centre models.
Agentic AI uses enterprise AI agents that understand, reason, act and resolve customer needs across channels and systems.
Powered by NiCE Cognigy, NEC’s Agentic AI capability helps organisations deploy intelligent AI agents across voice and digital channels. These agents operate within enterprise guardrails, connect with business systems, and hand over seamlessly to human agents when needed.
Rather than adding another point solution, Agentic AI provides a unified orchestration layer for customer interactions - enabling self-service, workflow automation, knowledge access and connected journeys across front, mid and back-office processes.
AI-led service. Human-backed experience. Built for enterprise scale.
Why NEC?
NEC combines trusted local delivery capability with leading global technology to help organisations adopt AI in a practical, governed and outcome-focused way.
Successful AI adoption requires more than deploying a new tool. It depends on the right architecture, integration approach, governance and use case prioritisation. NEC helps organisations identify where AI agents can create real operational value, from intelligent self-service and agent assistance through to broader workflow orchestration.
Powered by NiCE Cognigy, NEC enables organisations to move beyond basic bots and disconnected automation toward enterprise-grade AI agents that are multilingual, integrated and built for real-world service environments.
Adopt AI with more confidence, better governance and clearer business outcomes.
Capabilities
Enterprise AI Agents
Deploy AI agents that can listen, reason, act and respond across customer service interactions, combining generative AI with enterprise workflow control.
Voice and Digital Automation
Support customers across phone, chat, messaging and digital channels through one coordinated AI layer, reducing fragmentation and creating more seamless journeys.
Human Handover and Agent Assist
Enable smooth escalation to live agents with full context, while also assisting agents in real time with knowledge retrieval, summarisation and next-best-action support.
Knowledge-Driven Responses
Ground AI agents in approved enterprise knowledge so responses are more accurate, contextual and useful across both self-service and agent-assisted interactions.
Workflow and System Orchestration
Connect CRM, ERP, case management, knowledge, automation tools and other systems so AI agents can do more than answer questions; they can trigger actions and help complete outcomes.
Multilingual and Multimodal
Deliver support in 100+ languages and use the right mode for the interaction, including voice, text and richer digital experiences.
Low-Code Agility
Accelerate delivery with low-code tooling, prebuilt integrations and reusable design patterns that support faster deployment and ongoing optimisation.
Enterprise Governance and Security
Support enterprise deployment with guardrails, observability, RBAC, auditing, compliance controls and scalable architecture.
Insights
What's Next for Unified Communications; AI, Immersive Collaboration, and Beyond
The Future of Hybrid Meetings: Why as-a-Service is the Way Forward
5 Tips to Control UC Costs Without Compromising Experience
The Hybrid Collaboration Checklist - 7 Essentials Every Workplace Must Have
Use Cases
Intelligent Self-Service
Situation
Customers want quick answers and simple resolutions without long wait times or repetitive authentication steps.
Challenge
Traditional IVR, siloed channels and basic bots often create friction, limited containment and poor customer experiences.
Solution
NEC deploys AI agents that can identify customers, understand intent, access knowledge, trigger actions and resolve common enquiries across voice and digital channels.
Outcome
Faster service, improved containment, lower cost-to-serve and better customer satisfaction.
Agent Assist and Contact Centre Support
Situation
Agents handle growing volumes of interactions while navigating multiple systems and knowledge sources.
Challenge
Manual searching, fragmented desktops and post-call admin increase handle time and reduce consistency.
Solution
Agentic AI supports agents in real time with contextual prompts, knowledge suggestions, summarisation, translation and streamlined handover.
Outcome
Reduced average handling time, improved agent experience and more consistent service delivery.
Identity, Routing and Front-End Automation
Situation
High-volume service environments need to identify customers, understand needs quickly and route interactions accurately.
Challenge
Manual triage and traditional routing models create unnecessary effort for both customers and staff.
Solution
AI agents perform tasks such as ID&V, intent detection, qualification and routing before escalating to a human when appropriate.
Outcome
Shorter calls, better routing accuracy and reduced workload for frontline teams.
Knowledge and Process Orchestration
Situation
Customer service depends on information and actions spread across CRM, knowledge bases, ticketing tools, automation platforms and line-of-business systems.
Challenge
Disconnected systems prevent consistent answers and make end-to-end automation difficult.
Solution
Agentic AI acts as an orchestration layer, connecting knowledge, workflows and systems so interactions can move from enquiry to resolution more smoothly.
Outcome
More connected journeys, fewer handoffs, stronger process consistency and greater operational efficiency.
Proactive Customer Engagement
Situation
Organisations want to do more than react to inbound enquiries. They want to notify, remind, confirm and engage customers proactively.
Challenge
Outbound engagement is often disconnected from service workflows and customer context.
Solution
NEC can help use AI agents for proactive engagement across service and operational journeys, including reminders, confirmations, follow-ups and outreach.
Outcome
Better customer communication, reduced avoidable contact and more value from the broader CX environment.
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