NICE added conversational and agentic AI to CXone through the Cognigy platform. The CXone help centre describes AI Agents (Cognigy) as a conversational and agentic AI platform that automates voice and digital interactions with AI-powered virtual agents, and lists it beside Autopilot (Omilia), Autopilot (Amelia) and Bot Builder among the virtual agent solutions in CXone.[4] On the pricing page these appear under an Agentic Experience Automation category with AI agents for proactive engagement, self-service, sales and marketing and process automation, marked by the page’s Included, Add on or Consumption based legend.[5] The help centre also states that AI technologies in NiCE CXone require additional licences.[4]
Editions
The Cloud Services Terms of Use and the Cognigy product-specific terms group the AI offerings by what they meter:[1][2]
| Offering | Metering terms defined |
|---|---|
| NiCE CXone AI Agent and NiCE AI Agents for Proactive Engagement (referred to as Cognigy Cloud Services) | Conversations, Committed Conversations, Committed Monthly Conversations, Individuals, Customer Journeys |
| NICE AI Agents (Cognigy) for Process Automation | Attended Use and Unattended Use |
| Standalone Cognigy Cloud Services | Support tiers (Standard, Extended, Premium) and a quarterly availability measure |
The product-specific terms add components that can be ordered with the platform: the Cognigy Voice Gateway, the Live Agent desktop, Knowledge AI, a Security Package with web application firewall, DDoS and bot protection and bring-your-own-key, and xApps, which are micro-web applications embedded into conversations.[2] Catalog row: NiCE CXone AI Agent (Cognigy).
Metrics
Conversation
A Conversation is a Session with one End-User on a single Channel. For digital channels it consists of all interactions with that End-User during a consecutive 24-hour period, up to a maximum of 50 End-User Inputs; for voice channels it is a voice call of up to 10 consecutive minutes. Where a digital Conversation exceeds 50 inputs or continues past the 24-hour period, or a voice call exceeds 10 minutes, each excess counts as an additional Conversation.[1] A Conversation initiated for testing, training, quality assurance or simulation rather than by an actual End-User is a Simulation Conversation, and every two count as one Conversation for Committed Conversations and Overage Conversations.[1] For capacity planning this means a long voice call is billed as several Conversations. See Conversation.
Individual
For AI Agents for Proactive Engagement, an Individual is a unique entity, such as an end-customer, citizen, member, patient, student, business or household, that is the intended recipient of one or more Journeys, counted as the unique entities contacted during each 12-month contract term.[1] A Customer Journey is a planned set of engagements to reach a pre-defined goal such as lead conversion, onboarding, renewal or retention, which the parties agree and document in writing.[1] See Individual.
Voice Gateway, speech, language model and knowledge units
- Concurrent Voice Gateway Sessions. The number of simultaneous Sessions allowed through the Cognigy Voice Gateway, called lines in the documentation. Sessions above the included number are charged as Overage Concurrent Voice Gateway Sessions, calculated daily, up to a Maximum Concurrent Voice Gateway Sessions Capacity; after that capacity is reached, additional Sessions are rejected.[2] See Concurrent Voice Gateway Session.
- Speech-to-text and text-to-speech. If the customer exceeds the Included Speech-to-Text Minutes in a calendar month it must buy additional units of 60,000 minutes at the order fees; for text-to-speech the unit is 10,000,000 characters.[2] See Included Speech-to-Text minutes and Included Text-to-Speech characters.
- LLM Credits. Credits purchased for use of large language models through a third-party service. They may be used at any time in a billing period and unused credits expire at the end of that period.[2] See LLM Credit.
- Knowledge AI. The base version includes a minimum of 100,000 Knowledge AI Chunks (paragraphs of limited length, for example 1,000 characters) and 100,000 Knowledge AI Queries.[2] See Knowledge AI Chunk and Query.
- Cognigy.AI Functions. Each installation may run up to 10 Cognigy.AI Functions concurrently, subject to the execution time limits in the documentation unless the order says otherwise.[2]
Attended and Unattended Use
For process automation, software licensed on an Attended Use basis supports an individual user at a workstation while they carry out their duties and must not be used to automate processes without human intervention, for example by starting it to perform tasks and returning later. Unattended Use software can run independently of any individual user.[1] The choice of mode is therefore a licence-scope decision, and running attended software unattended is a use beyond the licence. See Attended Use and Unattended Use.
Counting / floors
Committed Conversations are the Conversations included in the purchased Cognigy Cloud Services for each annual commitment period. They can be used at any time within the period, but unused Conversations do not carry over and expire at the end of the period.[1] Overage Conversations are those used in the annual commitment billing period in excess of Committed Conversations, identified on the Transaction Document as Additional Usage and billed at the overage rate in the Transaction Document.[3] For NiCE AI Agents for Proactive Engagement the Invoicing Policy states that variance is invoiced annually in arrears, with Overage Conversations invoiced at 130% of the applicable per-Conversation price, and that actual usage is invoiced monthly in arrears.[3] See Committed Conversations and overage and Usage-based CXone billing.
Virtualization & partitioning
Not applicable to hosted services. The relevant limits are technical capacity limits written into the licence: the maximum voice gateway capacity, the 10 concurrent Cognigy.AI Functions per installation, and the 50-input and 10-minute boundaries of a Conversation.[2][1]
Cloud / BYOL
Speech, language model and translation features run on Third Party Services, which the terms define as services provided by a third party that connect to the Cognigy Cloud Services, including large language models, speech services and translation services, and which are subject to the applicable terms of the third-party provider.[2] The pricing page’s AI Platform category also lists bring-your-own transcription, knowledge base, agent assistant and virtual agent, so a customer may connect its own engines; the commercial terms for those connections are on the order.[5]
The enterprise terms separately prohibit the customer from using AI or third-party AI to model, replicate or emulate the Services or Software, or from using them to train AI technologies, and require use of the Cloud Services with AI to comply with NiCE’s AI Acceptable Use Policy.[8]
Programs
Product-specific terms
The NICE product-specific terms add limits to several CXone products. CXone Guide counts each offer, a rule that proactively invites a visitor to engage with content, a bot, an application or agents, as one and does not count click throughs separately; NICE may delete User Information older than 18 months.[6] For Digital Experience, third-party channels are integrated through the platforms’ APIs. NICE does not guarantee that integrations will be maintained and may disable them with or without notice, and the third-party provider may suspend a channel at its discretion.[7] Digital Experience also carries a 20-second delivery-time service level for third-party channels, with a credit for channel charges if a channel is completely malfunctioning for more than 30 days.[7] See Offer (CXone Guide).
Support and availability for standalone Cognigy services
Standalone Cognigy Cloud Services, bought without other NICE Cloud Services, have Standard, Extended and Premium support tiers: Standard support is through a 24x7 web portal, Extended adds telephone support and Premium adds 24x7 telephone support.[2] Availability for standalone services is 99.95% measured per calendar quarter, whereas the Cloud Services Terms of Use list 99.90% monthly availability for NiCE AI Agents (Cognigy) within the CXone family.[2][1]
Out of scope
This article does not state prices for conversations, credits or gateway lines, which appear only on orders, and does not reproduce the standalone support severity tables. The Nexmo, Real-Time Audio Streaming, SmartReach, SMS and voice telecommunications product-specific terms are not covered. For suite-level counting see NICE CXone suites and agent licence models.