Otera + Cognigy

Overview

Cognigy provides conversational AI for enterprise customer service across voice and chat channels. The platform handles dialogue and understands intent, but fulfilling customer requests—processing transactions, updating records, resolving issues—requires backend integration and decision-making. Otera's AI agents extend Cognigy by autonomously completing the operational work behind conversations.

How It Works

Otera works alongside Cognigy, adding autonomous decision-making to conversational fulfillment.

• Receive conversation context: Agents pull customer intent, extracted entities, and conversation history from Cognigy, establishing context for autonomous action.
• Evaluate fulfillment logic: Otera applies business rules, eligibility criteria, and approval policies to customer requests automatically.
• Execute customer requests: AI agents process transactions, update records, and complete service requests without human agent handoff.
• Return conversation updates: When actions are completed, Otera provides fulfillment status back to Cognigy along with personalized customer communication.