What Cognigy Nexus Confirmed About the Agentic AI Opportunity — And Why Expertise Is Everything – contact centre
Kevin McGachy, Head of AI Solutions at Sabio, discusses.
There are events you attend out of obligation, and there are events that genuinely sharpen your thinking.
NiCE Cognigy’s Nexus event, held in Munich last week, fell firmly into the second category.
I can speak from direct experience as I was lucky enough to be in attendance; Sabio’s team came away energised — not because the technology impressed us (as a NiCE Cognigy Gold Partner, we work with it every day), but because of what the conversations, case studies and candid client presentations revealed about where the real opportunity lies right now.
Let’s start with the numbers from some of the case studies on the day, because they matter.
A major European insurer managing 50 million calls annually, now rolling out agentic AI across the group. A 40% reduction in inbound contact volume through proactive outbound automation. Near-human retention performance on voice and chat, with economics that make the case compellingly. A Trustpilot score climbing from 1.2 to 4.5 on the back of a smarter engagement strategy.
These aren’t projections. They’re live outcomes from organisations that committed to doing this properly. And they point to something our team finds genuinely exciting: the ceiling for what well-implemented agentic AI can deliver in customer experience is much higher than most organisations currently believe.
But the path to those results is more involved than it looks
What struck our team — and this is the insight that gets lost in vendor presentations — is the depth of work behind every compelling case study. Allianz’s impressive agent assist programme spans STT optimisation, knowledge AI, process guidance, compliance coaching, and post-call analytics. The Schwarz Group is running self-hosted LLMs in its own data centres, using fine-tuned models to balance performance with data sovereignty. Lufthansa described a carefully considered hybrid approach, blending agentic and deterministic flows depending on the complexity and risk profile of each customer interaction.
Every one of these deployments reflects serious strategic thinking, not just smart technology selection. The organisations achieving the best outcomes have treated this as a business transformation programme — with the design rigour, governance frameworks, and change management to match.
That’s the space where Sabio’s AI expertise comes into its own. The questions that determine whether an AI programme succeeds aren’t primarily technical ones. Which processes are genuinely ready for automation versus augmentation? How do you design the right handover logic? How do you earn customer trust in proactive outbound before you scale it? How do you build a hybrid model that performs consistently across high-volume, high-complexity interactions? These are questions our team answers every day, across a breadth of client environments that few implementation partners can match.
NEXUS amplifies what we do at Sabio
What Nexus reinforced is how well our respective strengths complement each other. A world-class platform from NiCE Cognigy, combined with implementation expertise from Sabio that spans strategic design, technical delivery, and operational readiness, is a genuinely powerful proposition for any enterprise serious about AI at scale.
The regional picture is equally encouraging. Sabio has teams on the ground across Europe — in Spain, France, Benelux and the Nordics — as well as in South Africa, bringing genuinely local, hands-on expertise to AI implementations. We’ve supported and partnered on deployments across these regions already, and that in-market presence is a meaningful differentiator as enterprise demand accelerates.
Internally, we’re also doubling down on our NICE Cognigy capability through the development of a dedicated centre of excellence within our operations teams — ensuring that the expertise we bring to clients is not just broad, but deep.
The moment is now
What Nexus made tangible is that the agentic AI opportunity in customer experience isn’t a future state — it’s happening, at scale, in production, right now. The organisations presenting weren’t describing ambitions; they were sharing outcomes they’d already achieved.
The question for any CX leader watching that unfold isn’t whether to act; it’s who to trust with the programme. That’s a question Sabio is very well positioned to answer.
In the meantime, I am happy to continue this discussion directly, and you can reach me at kevin@sabiogroup.com.
Group is a global digital experience transformation services specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
The Group delivers solutions and services that seamlessly combine digital and human interactions to support brilliant customer & employee experiences (CX & EX).
Through its own technology, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group specialises in contact centre, AI, CRM and data insight technologies and works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
For additional information on the Sabio Group view their Company Profile
