Cognigy Live Agent empowers your customer service teams with the right tools, context, and data at their fingertips to scale personal and frictionless support on any chat and digital channel

The AI-Powered Workspace Service Agents Will Love

An agent workspace shapes your team’s productivity and performance. Cognigy Live Agent delivers an intuitive, AI-augmented interface that enables agents to effortlessly handle cross-channel interactions and get the helping hand they need to excel.

Omnichannel Engagement

Connect with customers on their preferred digital channel. WhatsApp, Facebook, iMessage, website, mobile app – you name it.

Real-Time AI Assistance

Boost agent performance with recommendations from Agent Copilot that listens and learns from customer conversations in real-time.

Empowering Workspace

From seamless integration and a unified view of information to intelligent automation and easy collaboration, Cognigy Live Agent streamlines your team’s workday.

Actionable Insights

Keep tabs on conversation traffic and team performance to optimize staff planning, queue management, agent training, and other decision-making.

Scale the Best Service Experience 

With AI assistance and enterprise integrations, Cognigy Live Agent gives your support teams all they need in one place to delight customers with instant and effective service – every time.

Start the Conversation Well-Informed

Immediately identify customers and their needs upon handover. Cognigy's Agent Copilot equips agents with the full context about the customer profile, query, and sentiment to get off on the right foot.

Resolve Queries at Speed

As the conversation progresses, Agent Copilot can proactively surface knowledge and suggest the best responses or automatically perform actions on demand.

Help Customers in Their Language

Harness real-time machine translation and enable both customers and service representatives to converse in their native language.

Wrap up in no Time

Be it chat summaries, feedback collection, or CRM updates, wrap-up busywork that used to eat up agents’ valuable time can now be automated with just one click.

It’s all About Agent Empowerment

Support agents are your most valuable contact center resource. Cognigy Live Agent is packed with well thought-out features that boost your team’s productivity while making their workday more enjoyable.

Canned Responses

Leverage prewritten messages to reply to common inquiries and FAQs within seconds

Team Collaboration

Let agents easily keep their teammates in the loop while engaging with customers.

Intelligent Routing

Automatically handoff queries from the bot to the right agents based on their availability, workload, domains, and skills.

Advanced Automation

Save more time by automating repetitive processes like conversation status updates, query classification, and more.

Optimize with Data

Gain visibility into the service quality you are delivering and make informed decisions to maximize your contact center success.

Live Monitoring

Get a real-time bird’s eye view of conversation volume, agent workload, and performance. Swiftly identify unassigned conversations or overloaded team members for immediate action.

Quality Tracking

Perform an up-close analysis of service quality with both real-time and historical data on success metrics like first response time, average handling, and resolution rate.

Team Management

Stay on top of individual performance and identify the most common support topics. Use this information to optimize staff training and improve your team performance.

Data-Driven Planning

See how handover rate, incoming traffic, query topics and other operational metrics trend over time. Correlate resolution speed with traffic volume to enhance future resource planning.