Cognigy Takes Top Spot as Leader in Opus Research’s 2025 Conversational AI Intelliview for Self-Service & Enterprise AI Agents

Cognigy, a global leader in AI-powered customer service solutions, has been recognized as the leader in the newly released 2025 Conversational AI Intelliview from Opus Research. The report, titled “Decision-Maker’s Guide to Self-Service & Enterprise Intelligent Assistants,” shows Cognigy as the leading platform across critical evaluation areas including product capability, enterprise fit, GenAI maturity, and deployment performance.

This recognition underscores Cognigy’s commitment to empowering enterprises with production-ready, scalable AI solutions that go far beyond chatbot basics. The report cites Cognigy’s strengths in visual AI agent orchestration, tool and function calling, AI Ops and observability, and a deep commitment to enterprise-grade control—all delivered through a platform built to scale real-time customer interactions across voice and digital channels.

“Cognigy exemplifies the next stage of conversational AI maturity,” said Ian Jacobs, VP & Lead Analyst at Opus Research. “Their agentic approach—combining real-time reasoning, orchestration, and observability—demonstrates how GenAI can move beyond experimentation into meaningful, measurable transformation in the contact center.”

Cognigy was one of the few vendors identified in the report as a “True Believer” in the evolution of GenAI-driven self-service, with tools designed to simplify deployment while giving enterprises full control. The platform’s AI Agent Manager enables businesses to create, configure, and continuously improve intelligent agents—defining persona, memory scope, and access to tools and knowledge—all through a flexible, low-code interface. Cognigy uniquely blends deterministic logic with generative capabilities, ensuring both speed and reliability in automation.

“This recognition from Opus Research is more than a milestone—it’s validation that our strategy is working,” said Alan Ranger, Vice President at Cognigy. “We’re delivering real-world, enterprise-grade automation that’s transforming contact centers. From financial services to healthcare to global retail, our customers are scaling faster, resolving issues in real time, and delivering truly modern service experiences.”

With global Fortune 500 customers and partnerships across the CCaaS and AI ecosystem, Cognigy continues to lead the way in delivering enterprise-ready AI that combines usability, speed, and impact. This latest industry acknowledgment further solidifies its position as the go-to platform for intelligent self-service.

To download a copy of the report, visit https://www.cognigy.com/opus-research-2025-conversational-ai-intelliview.

To learn more or download the executive summary of the 2025 Opus Research Conversational AI Intelliview, visit www.opusresearch.net.

About Cognigy

Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time. Over 1,000 brands worldwide trust Cognigy and its vast partner network to create AI customer service agents for their contact center. Cognigy's impressive worldwide customer portfolio includes Bosch, Nestlé, DHL, Frontier Airlines, Lufthansa Group, Mercedes-Benz and Toyota.

For more information and to book a demo visit: www.cognigy.com. Follow the company on X (formerly Twitter) @Cognigy and on LinkedIn at https://www.linkedin.com/company/cognigy.

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