Cognigy.AI Platform Reviews

Over the past year, my main use case for Cognigy.AI Platform has been to build both voicebots and chatbots for B2C use cases across several industries. Projects have included a voice assistant for an automotive dealership that automates appointment scheduling, handling identity verification, customer data lookup, and escalation without using staff involvement, as well as projects related to an internal employee-facing chatbot for a large corporate to handle ID and document processes, automating this entire process with self-service flows such as identity verification, document request, and appointment booking, as well as developing a multilingual, agentic hotel chatbot answering guest questions using both German and English.

The project for building an assistant for an automotive dealership stands out as the most interesting and challenging because we had to integrate multiple databases and use API endpoints, which made it complex because of the way the endpoints were also built. Understanding users' requests and intents regarding when they want their input was very challenging as well.

One of the best features Cognigy.AI Platform offers is being agentic because when I previously started working with Cognigy.AI Platform, it mainly was rule-based using NLUs. Currently, having agentic capabilities and using the tools is very useful, as well as having Playbooks because they really automate the way that we test. We used to do manual testing, and with more engagement with Cognigy.AI Platform, we have started really using Playbooks, and they are a very helpful feature.

We have mainly used Playbooks for testing on Cognigy.AI Platform, so we have created our use scenario and what we expect to have from our flows. Instead of going through manual testing where we have to type everything one by one, we run a Playbook, and it checks whether the feature is completely developed as it should be or if there are any edge cases that are happening. This simplifies the way we test and really helps to stay on track with the use case that we are creating or implementing.

Cognigy.AI Platform has really helped us positively in our organization with our customer projects because the projects that I have worked on have been customer-related. We also use it internally for automating different tasks, such as ID card registration. Instead of employees going through the entire process and communicating with different colleagues to just get access for a certain building, having to do it via Cognigy.AI Platform is much easier and more simplified.

One of the biggest challenges I continue facing while using Cognigy.AI Platform is the fact that the platform lacks proper version control, and this makes it difficult when I am working with multiple team members and it is very hard to track the changes that I do or the changes that my peers are doing.

One improvement for Cognigy.AI Platform would be creating a version control, which would really help developers. This way, we can keep track of what we are doing and how we are doing it. Additionally, if we could make an integration with IDEs just like Visual Studio Code, it would make easier implementation for the coding part and just to have an integration between an IDE and the local platform. I think that would be an interesting feature.

I have not had the chance to have a lot of communication regarding customer support because it is handled by another level of support for us, but it has been quite useful. Every moment that we have had the need for customer support from Cognigy.AI Platform, they have been there for us, solving our issues and guiding us.

If I take it from the customer side point of view, I think we have seen a return on investment. Automating customer service really reduces the number of employees needed during peak hours, which is an achievement, especially if you are dealing with multiple calls per day. This would reduce a lot of the work for the employees.

Cognigy.AI Platform has really helped us positively in our organization with our customer projects because the projects that I have worked on have been customer-related. We also use it internally for automating different tasks, such as ID card registration. Instead of employees going through the entire process and communicating with different colleagues to just get access for a certain building, having to do it via Cognigy.AI Platform is much easier and more simplified.

I would suggest getting into Cognigy.AI Platform. The more you start working with it, the more you can see that you can do a lot of great things. You learn by doing and by being curious about what Cognigy.AI Platform can offer.

Regarding Cognigy.AI Platform's AI capabilities, I would say its governance and security are good so far, but this is not one of the scopes I focus on.

When it comes to the accuracy and reliability of output from Cognigy.AI Platform, the information is accurate. We just need to always be careful with the guardrails, mainly when prompting. I would rate this review an eight out of ten.

My main use case for Cognigy.AI Platform is that we use it as the enterprise voice chat AI agent layer for Instill's Manager, HR, and employee workflows, which helped us expose Instill culture operating system and people insights through conversational experience.

A quick, specific example of how I use Cognigy.AI Platform in one of those workflows is that our users, such as managers, can ask questions about why a team's trust score dropped, and they will receive Instill-backed answers through chat or voice.

The best features Cognigy.AI Platform offers include the most valuable part being the ability to deploy AI agents across voice and chat while connecting them to Instill's people, culture, and meeting insight data.

Cognigy.AI Platform has positively impacted my organization, as our ROI is coming from faster manager and HR self-services that reduce the manual people operations support and better use of Instill insights and inside conversational workflows, although the exact ROI is not calculated yet.

Connecting Cognigy.AI Platform to our internal data had some challenges, with setup complexity existing, pricing clarity needing improvement, and privacy control for sensitive employee data needing improvement.

The improvement areas for Cognigy.AI Platform include the setup complexity, pricing clarity, and privacy control, which all need to be enhanced so that we can control the employee-related data more carefully.

I have been using Cognigy.AI Platform for the last three months.

I find Cognigy.AI Platform to be stable.

The scalability of Cognigy.AI Platform is pretty good, as it's really good overall, with quality being good and it's reliable.

The customer support is really good, as whenever we need something, we get a response very quickly.

I did not previously use a different solution, as this is the first one.

I have seen a return on investment with the customer satisfaction score improving by nine points as an output of implementing Cognigy.AI Platform.

My experience with pricing, setup cost, and licensing was that pricing was not clear, the setup cost was not there, and pricing needs improvement for informed decisions.

Before choosing Cognigy.AI Platform, I evaluated Kore.ai and Yellow.ai for the chat layer before finalizing on Cognigy.AI Platform.

Regarding time savings or efficiency gains, there's no metric for the speed, but there is a metric for the quality, so now the answers coming in the chat and voice are far better, and the NPS score has improved by nine points.

I would rate Cognigy.AI Platform a nine out of ten. I chose nine out of ten because the use case is straightforward, it's effective, and the quality of the chat is really good, though the setup complexity and pricing clarity have to be improved; once these are improved, I will give it a ten.

Regarding Cognigy.AI Platform's AI capabilities, I think its governance and security are straightforward as they have given us the certifications we needed, but I am skeptical about the data privacy of employees and if there is any role-based access control existing in the platform.

I find the accuracy and reliability of output from Cognigy.AI Platform to be very good, as the scalability of the solution was really good and our quality of answers was really good, so there is no issue in those areas.

My advice to others looking into using Cognigy.AI Platform is to explore all the options and see what your use case is before finalizing on Cognigy.AI Platform. My overall rating for this product is nine out of ten.