Used For

• +**Your phone support queues are 20+ minutes because simple issues need humans** → AI bots handle complex multi-step requests like flight changes and order updates automatically
• +**Customers get frustrated bouncing between departments for one issue** → Bots pull info from multiple systems and complete full transactions without transfers
• +**Support agents spend half their time on routine lookups during calls** → AI Copilot feeds them real-time answers and handles post-call summaries
• +Handles 30+ channels from one platform - phone, chat, WhatsApp, Facebook without rebuilding everything
• +Visual flowchart editor lets you map complex conversations without writing code from scratch

Best For

• >Your contact center is drowning in calls that basic chatbots can't handle
• >You've got the budget and dev team to build custom conversation flows
• >Tried simpler bots but need multilingual voice support with actual AI reasoning

Not For

• -Small teams under 100 people — you're paying enterprise prices for complexity you don't need
• -Anyone wanting quick setup — this is a blank canvas that requires weeks of flow building
• -Companies without dedicated developers — the "low-code" still needs technical people to configure properly

Pairs With

• *Genesys (your existing contact center platform where the bots actually answer calls)
• *SharePoint (where your knowledge base lives that the AI needs to search through)
• *OpenAI (the actual brain power since Cognigy orchestrates but doesn't provide the underlying AI models)
• *Salesforce (to update customer records when bots complete transactions like order changes)
• *Slack (where your team gets alerts when bots escalate complex issues to humans)
• *Confluence (another knowledge source the AI searches when customers ask questions)

The Catch

• !You'll spend 1-2 weeks minimum just learning the platform, then weeks more building actual useful flows
• !No public pricing but expect $10k+ monthly based on the enterprise focus and feature set
• !Requires constant governance because autonomous AI can hallucinate or go off-script in customer conversations

Bottom Line

Enterprise-grade bot builder that costs enterprise money and needs enterprise engineers.