Mumbai, India – NiCE has made its Cognigy AI agent platform generally available in India, with voice support for languages including Hindi, Tamil, Bengali and code-mixed Hinglish, the company announced on 23 September 2026.
The platform handles voice, text and image, and lets users switch between them mid-conversation without losing context, according to NiCE.
To support this, NiCE says it has added dedicated local speech-to-text and text-to-speech tools tuned to Indian languages, dialects and accents.
The AI agents also run across more than 30 channels, including WhatsApp, which NiCE says Indian consumers increasingly expect to use for customer service.
Meanwhile, NiCE reports that one of the world’s largest intercity mobility providers has already deployed a WhatsApp-based agent for its Indian customers. The company says the agent automates everyday enquiries and has delivered faster response times and stronger customer satisfaction.
On infrastructure, NiCE Cognigy runs in a dedicated environment in Mumbai, with Hyderabad serving as the disaster recovery site. NiCE adds that local teams will handle deployment and support.
Explaining the rationale for the launch, Darren Rushworth, President International of NiCE, said, “India isn’t short of talent, it’s short of time. The demand for always-on, multilingual customer service that spans voice and message in India is growing faster than any traditional hiring or training model can keep up with. That’s exactly the gap agentic AI is built to close.”
“We’re bringing the NiCE Cognigy AI workforce for customer service to India, backed by local teams, local infrastructure and local language support, so Indian enterprises can scale customer experience on their own terms and building on what they already have,” Rushworth added.
On the tooling side, enterprises can use NiCE Cognigy’s AI Agent Studio to design, test and deploy agents visually. NiCE says the studio offers prompt-based onboarding and more than 100 prebuilt tools and integrations.
Developers, in turn, can configure and build Cognigy AI agents directly from Claude Code through Agentic Building for CX AI, the company says.
The agents are available on the NiCE CXone platform or as a fully agnostic, standalone capability. This lets Indian businesses add agentic AI to their existing systems rather than start from scratch, according to NiCE.
