New certification track empowers a global community to build AI Agents that think, reason, and act autonomously—transforming how customer service gets done

Cognigy, the global leader in AI-first customer service automation, today announced the launch of its Mastery Program, a new set of advanced courses and certifications designed to meet the skyrocketing demand for Agentic AI in contact centers. This initiative empowers solution designers, developers, and implementation teams with the skills to build autonomous, enterprise-ready AI Agents that reason, decide, and act like humans—at scale.

Agentic AI is rapidly redefining the customer service landscape. Cognigy’s AI Agents are purpose-built for contact centers, capable of delivering fast, accurate, and hyper-personalized support while collaborating seamlessly with human agents. Now, the Cognigy Mastery Program ensures the people behind these AI Agents are just as capable.

“We’re seeing massive demand for people who can actually build agentic systems, not just talk about them,” said Shanna Chauvin, Senior Director of Global GTM & Partner Enablement at Cognigy. “The Mastery Program turns that need into opportunity—arming our community with the know-how to lead in this next era of customer service.”

About the Program

The Mastery Program consists of five hands-on technical courses that reflect real-world enterprise challenges in AI Agent design:

• Understanding the Message Lifecycle: Master how Cognigy.AI handles message flow, transformation, and execution.
• Integrating a Business Layer: Learn how to decouple logic from flow design using modular architecture.
• Multilingual AI Agents: Build agents that scale globally with consistent multilingual experiences.
• Publishing on Voice: Extend AI Agents into voice channels with best practices for deployment and optimization.
• Tracking & Reporting with Analytics: Use KPIs, OData, and Cognigy Insights to measure impact and tune performance.

These courses are followed by a two-tier certification path:

Specialist Certification: A multiple-choice exam validating foundational product knowledge.

Master Builder Certification: A scenario-based, proctored exam conducted in-person, verifying expert-level skills in live solution design.

“This is a program for people who want to lead—not just launch AI Agents,” said Derek Roberti, VP of Technology at Cognigy. “We’ve taken everything we’ve learned helping global brands deploy at scale and turned it into a clear, guided path for mastery.”

Built for the Future of Contact Centers

The Cognigy Mastery Program reflects Cognigy’s broader commitment to professionalizing the AI Agent ecosystem. As demand surges for intelligent, autonomous agents across industries, enterprises need trusted teams who can deliver AI that works—securely, compliantly, and with measurable impact.

Certified graduates of the Mastery Program become part of an elite community driving the AI-first transformation of contact centers worldwide.

Availability

The Cognigy Mastery Program is now open to all Cognigy customers and partners. To learn more or register, visit: https://www.academy.cognigy.com.

About Cognigy

Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time. Over 1000 brands worldwide trust Cognigy and its vast partner network to create AI customer service agents for their contact center. Cognigy's impressive worldwide customer portfolio includes Bosch, Nestlé, DHL, Frontier Airlines, Lufthansa Group, Mercedes-Benz and Toyota.

For more information and to book a demo visit: www.cognigy.com. Follow the company on X (formerly Twitter) @Cognigy and on LinkedIn at https://www.linkedin.com/company/cognigy.

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