Cognigy
The Enterprise-Grade Platform for Scaling Autonomous AI Agents in Customer Service.
Empower customer service representatives with real-time generative AI insights and automated knowledge retrieval.
Agent Assist is a cornerstone of the Google Cloud Contact Center AI (CCAI) suite, designed to augment human agents during live interactions. Built upon the Vertex AI platform and leveraging Gemini Pro models as of 2025-2026, the architecture utilizes real-time speech-to-text (STT) streams to analyze conversations. It employs sophisticated Natural Language Understanding (NLU) to surface relevant documentation, suggest precise responses, and automate post-call summarization directly within the agent's CRM interface. Technically, it operates through a series of asynchronous API calls that bridge the gap between telephony systems (PBP/SIP) and the enterprise knowledge base. By 2026, the tool has evolved beyond simple retrieval-augmented generation (RAG) to include 'Agentic Workflows' where the AI can autonomously initiate backend tasks—like processing refunds or updating shipping addresses—based on the verbal consent of the customer. The platform's market position is cemented by its deep integration with Google's broader ecosystem, offering unparalleled scalability and security for Fortune 500 enterprises requiring high-throughput, low-latency assistance in omnichannel environments.
Uses LLMs to condense long transcripts into structured summaries (Issue, Resolution, Sentiment).
The Enterprise-Grade Platform for Scaling Autonomous AI Agents in Customer Service.
Real-time emotional intelligence and behavioral guidance for high-performance contact centers.
The first Large Language Model purpose-built for human-to-human conversational intelligence.
The Real-Time AI for Contact Centers that Coaches Agents in Every Call.
Verified feedback from the global deployment network.
Post queries, share implementation strategies, and help other users.
Generates dynamic chat and email responses based on real-time context rather than static templates.
Performs semantic search across unstructured data to find answers in real-time.
Automatically identifies and masks sensitive data (SSN, CC numbers) in audio and text streams.
Synchronizes STT with the agent's workspace to provide a scrolling live transcript.
Feeds agent assist data directly into analytics engines for manager oversight.
Tracks state across multiple turns to suggest the most logical next action in a sequence.
Agents spend 2-5 minutes summarizing calls manually after every interaction.
Registry Updated:2/7/2026
Agents struggle to find specific technical specs in 100+ page manuals.
Ensuring agents read required legal disclaimers during financial calls.