NiCE adds decision tracing and included models to Cognigy

On 12 November 2026, NiCE gave information about the next version of Cognigy. Cognigy is a platform to make and operate AI agents for customer service. It adds AI help for builders, skills that teams use again, tracing of agent decisions, and conversation by voice. The price changes also: default models are in the conversation price.

How it works

A skill is a group of instructions and tools for one task. Teams make agents from skills. They connect them to other agents and systems through MCP and A2A, two open standards. Tracing shows the skills, the model calls, the token use and the cause of each fallback. Teams can also use workflows with correct steps where control is necessary.

The numbers

NiCE gave no test results, no price and no speed numbers. It tells that the voice models let agents think and use tools while they speak. It tells that this cuts the wait and helps when a customer stops the agent. Models from Anthropic and other vendors cost more by use.

What is not known

The source gives no test for the voice features. It does not give the price of the included models. NiCE tells that live systems stay without change. Teams can use the new parts at a time that they select.

Insight: Vendors compete to own the agent control layer

Gartner tells that in many firms no one has a full record of where agents operate or the cost of them. NiCE puts models, tracing and audit history in one price. Adobe puts its agent in other AI platforms. Maybe each vendor tries to hold the agent cost and records. Find if a platform can operate agents from other vendors.