NiCE Cognigy Unveils Simulator, an AI Performance Lab

NiCE today launched Cognigy Simulator, an artificial intelligence performance lab to help companies evaluate, test, deploy and scale AI Agents across their customer experience operations.

Cognigy Simulator provides a simulation layer that uncovers opportunities, exposes blind spots, and strengthens AI Agents before they reach production, while also enabling continuous refinement as they operate and learn in the real world. It mirrors real audiences through digital twins that capture customer demographics, language, and intent variance. Within minutes, companies can spawn synthetic customers engaging simultaneously in thousands of realistic, adversarial, and edge-case interactions, revealing how customers react. Every simulation run is scored against success criteria, such as task completion, guardrail adherence, integration reliability, and experience quality.

"AI Agents have become a catalyst for transforming customer experience operations," said Philipp Heltewig, general manager of NiCE Cognigy and chief AI officer, in a statement. "Simulator provides data-informed testing and reporting to help organizations understand AI agent performance and compliance alignment so organizations can make deployment decisions with confidence."

With Simulator, companies can do the following:

• Run large-scale agent evaluations with thousands of synthetic conversations via on-demand, scheduled, or automated regression tests to validate agentic AI interaction handling.
• Auto-build scenarios with personas, missions, and success criteria from existing AI agents or transcripts.
• Score every simulation run on task completion, guardrail adherence, integration reliability, experience quality, and other success criteria.
• Pinpoint where prompts, flows, or policies need refinement with immediate and deep insights into agent performance and failed conversations.
• Harden mission-critical integrations by emulating the full range of third-party API responses, from clean paths to rare error conditions.
• Optimize outcomes by comparing prompt strategies, guardrails, fulfillment logic, or foundation models to identify top performers.

"AI-driven customer service is already entering a phase where ongoing evaluation and refinement are essential," Heltewig added. "Simulator integrates continuous testing directly into CX operations, ensuring AI Agents are routinely exercised, measured, and improved across build, deploy, and optimization cycles."