NiCE has launched Cognigy Simulator, a groundbreaking tool that enables organizations to rehearse and assess AI agents before they engage with real customers. Acquired last July, Cognigy specializes in conversational AI. The Simulator allows businesses to generate thousands of synthetic conversations based on customer demographics, languages, and intents, testing AI performance in realistic scenarios, including edge cases. AI agents are evaluated on metrics like task completion and integration reliability, helping users identify failures and refine strategies. This tool uses A/B and variant testing to enhance prompt strategies and ensure compliance. With the potential for agentic AI systems to create misleading outputs, Cognigy Simulator helps organizations mitigate risks by providing in-depth testing and reporting on AI performance. It exemplifies the use of synthetic data to improve AI agents and enhances understanding of customer interactions, aligning with best practices in AI deployment.
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