New simulation layer allows enterprises to run large-scale agent evaluations, providing insights & evidence to safely deploy, test, and continuously improve enterprise-grade AI Agents.
NiCE announced the launch of Cognigy Simulator, an AI performance lab providing enterprises with the confidence, evidence, and speed they need to safely evaluate, test, deploy and scale AI Agents across their customer experience operations.
In the age of AI systems, agent testing isn’t merely a phase of the development process; it’s part of a continuous feedback loop. Designed for this new reality, Simulator provides an expansive 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.
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“AI Agents have become a catalyst for transforming customer experience operations,” said Philipp Heltewig, General Manager, NiCE Cognigy and Chief AI Officer. “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.”
Simulator mirrors real audiences through digital twins that capture customer demographics, language, and intent variance. Within minutes, enterprises can spawn synthetic customers engaging simultaneously in thousands of realistic, adversarial, and edge-case interactions, revealing how customers react, not how scripts imagine they will.
This allows organizations to rigorously rehearse, evaluate, and harden AI Agents before they are exposed to real-world interactions.
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Every simulation run is scored against success criteria such as task completion, guardrail adherence, integration reliability, and experience quality. Simulator doesn’t just show that an AI Agent “works”; it provides evidence that it meets business expectations and supports compliance efforts.
“AI-driven customer service is already entering a phase where ongoing evaluation and refinement are essential,” added Heltewig. “Simulator integrates continuous testing directly into CX operations, ensuring AI Agents are routinely exercised, measured, and improved across build, deploy, and optimization cycles.”
Key Benefits of Simulator:
- Scalable Testing: Run large-scale agent evaluations with thousands of synthetic conversations via on-demand, scheduled, or automated regression tests to validate Agentic AI interaction handling.
- Automated Scenario Generation: Accelerate QA by auto-building scenarios with personas, missions, and success criteria from existing AI Agents or transcripts.
- Quantitative Evaluation: Score every simulation run on task completion, guardrail adherence, integration reliability, experience quality, and other success criteria.
- Targeted Improvements: Pinpoint where prompts, flows, or policies need refinement with immediate and deep insights into agent performance and failed conversations.
- Safe Integration Simulation: Harden mission-critical integrations by emulating the full range of third-party API responses, from clean paths to rare error conditions.
- A/B & Variant Comparison: Optimize outcomes by comparing prompt strategies, guardrails, fulfillment logic, or foundation models to identify top performers.
