Cognigy Insights | Omnichannel Conversational AI Analytics Suite | NiCE Cognigy

Omnichannel conversation analytics suite for data-driven CX

Cognigy Insights shows you exactly how your AI agents perform, across every conversation, on every channel. So you can scale what works, fix inefficiencies, and prove the impact.

360° Analytics for Smarter Customer Experiences

Make sense of millions of daily voice and chat data points, surfacing the trends and metrics that matter. No guesswork. No data wrangling. Just the clarity to make better CX decisions, faster.

Visibility at Every Level of Your AI-Powered CX

From live activity to long-term trends to granular root cause analysis, understand what’s happening, why it’s happening, and what to do next. All in one place.

Real-Time Insights
Aggregated Insights
Drill-Down Insights

See the bigger picture - in real-time

Track conversations across every service channel and understand how they turn into real business outcomes.

With live visibility into global & regional traffic, you can react fast, stay agile, and keep service flowing, even when volumes spike.

Plan smarter with trend analysis

Zoom out with historical data that actually tells a story. Spot patterns, forecast demand, and sharpen ops planning.

Identify customer service gaps and double down on the use cases that deliver the greatest impact.

Uncover the 'why' behind your numbers

Go beyond surface-level metrics with qualitative insights and granular filters for deep-dive analysis.

With Explorer Dashboards, drill into every journey to pinpoint friction, identify root causes, and continuously improve conversation design.

Turn AI Conversations into Business Wins

Optimize every part of the journey, from AI Agent efficiency to satisfaction scores to business results.

Stay on top of Service Quality

Get a complete view of how your AI agents perform across all touchpoints, use cases, and projects. Track every KPI, from response time & containment rates to customer ratings and engagement trends, to spot where performance is lagging.

With reporting built for operations and leadership, you’ll finally have the data to make smarter decisions, faster.

Quantify AI Success

Measure AI impact on your bottom line. With the Goals Dashboard, evaluate the business value of AI agents using tangible metrics like time saved, cost reductions, and revenue earned.

Dial up high-impact use cases and track goal progression for continuous optimization.

Fine-tune Customers' Journey

Visualize every customer path, and instantly see where people get stuck or drop off. Dive into privacy-aware transcripts, spot what went wrong, and redesign for a smoother, faster experience.

Zero in on important keywords for topic analysis and find patterns in the paths that precede and follow.

Boost Operations without Guesswork

Forecast traffic, optimize resource planning, and balance workloads with real data on volume, peak time, escalation rate, and more.

Apply flexible filtering and zoom in on a specific timeframe, use case, language, and channel to uncover hidden inefficiencies.

Insights Wherever you Need Them

Our OData interface lets you easily integrate Cognigy Insights with the reporting and analytics tool of your choice to leverage customer service insights across your business.

Unleash Data-Driven CX

Drive better experiences with omnichannel insights