Sherlock Calls
for Cognigy
Cognigy — the Gartner Magic Quadrant Leader for Enterprise Conversational AI — generates interaction data at a scale that demands a detective. Sherlock is that detective. Invite-only beta for Cognigy teams: investigate flow performance, trace escalation root causes, and deduce which NLU intents are failing your customers — all from plain English in Slack.
TL;DR — What beta users get access to
- 1
Sherlock Calls is in invite-only beta for Cognigy — giving enterprise ops teams plain-English investigation of every AI agent conversation, flow, and escalation event directly from Slack.
- 2
Apply for beta access and be among the first to ask: 'Which Cognigy flows have the highest escalation rate this week?' or 'What is today's NLU confidence distribution for our billing intent?' — answered in under 5 seconds.
- 3
Beta teams get direct access to the Sherlock team, influence the Cognigy integration roadmap, and connect Cognigy outcomes with their CRM and CCaaS data in a single natural-language query from Slack.
1B+
Annual AI interactions on Cognigy
$955M
NICE acquisition price (September 2025)
1,000+
Global enterprise brands on Cognigy
About Cognigy
What is Cognigy?
Cognigy is an enterprise contact center AI platform acquired by NICE for $955M in September 2025 — the largest acquisition in NICE's 40-year history. A Gartner Magic Quadrant Leader for Enterprise Conversational AI in 2025, Cognigy serves 1,000+ global enterprise brands including Mercedes-Benz, Nestlé, Lufthansa Group, Bosch, and DHL, processing 1B+ annual AI interactions across voice, chat, and messaging in 100+ languages.
About Sherlock Calls
What is Sherlock Calls?
Sherlock Calls is an AI call detective that lives in your Slack workspace. It connects to voice providers, CRMs, and ad platforms, then answers any question about your calls in plain English — in under 5 seconds, with no code, no new dashboards, and no SDK required. Think of it as a senior analyst always on call, inside the tools your team already uses.
Beta Setup
Connect Cognigy to Sherlock in 2 minutes
No code, no webhooks, no new dashboards. Beta users get direct onboarding support.
- 1
Connect Cognigy via API key
Add your Cognigy API key in the Sherlock Calls dashboard — read-only access to all conversations, flows, and analytics. No code changes or Cognigy configuration required.
- 2
Add Sherlock to Slack
Install the Sherlock Calls Slack app to your workspace in one click. Your contact center operations and CX teams can start asking questions from any Slack channel immediately.
- 3
Investigate your first flow
Ask 'Which Cognigy flows had the most escalations last week?' — Sherlock queries your flow and conversation data and returns a sourced, ranked answer in under 5 seconds.
Beta Use Cases
What beta teams are asking Sherlock about Cognigy
- SC“Which Cognigy flows have the highest escalation rate this week?”
- SC“What is the NLU confidence distribution for our billing intent today?”
- SC“Find conversations where the AI failed to understand the customer's request”
- SC“Compare flow completion rates across our voice and chat Cognigy deployments”
- SC“How many Cognigy interactions resolved without a live agent this month?”
Beta Features
What beta users can do with Cognigy
Flow Performance Analysis
Query Cognigy flow completion rates, escalation points, and drop-off patterns. Identify underperforming flows and understand why — without opening the Cognigy dashboard.
Escalation Investigation
Analyze which Cognigy flows, intents, and conversation paths trigger the most transfers to live agents. Correlate with transcript data for root cause insights.
NLU Confidence Monitoring
Track NLU intent recognition confidence scores across your Cognigy deployments. Identify where the AI is uncertain and which utterances need training data.
Contact Center Outcome Tracking
Monitor resolution rates, handle time, and CSAT signals across all Cognigy voice and chat conversations from a single plain-English Slack query.
Deployment Debugging
Use Cognigy's Deployment and Debugging APIs via Sherlock to investigate failed interactions, error rates, and integration issues without technical configuration.
CRM and CCaaS Correlation
Combine Cognigy conversation outcomes with your CRM, ticketing, and CCaaS data. Answer cross-system questions from Slack without building custom integrations.
AI Tools
5 specialized tools, zero configuration
Sherlock picks the right tool automatically. You just ask in plain English — the AI knows which APIs to call and how to correlate the results.
Beta users get direct access to all tools below — with personal onboarding from the Sherlock team.
FAQ
Common questions about Sherlock + Cognigy
How does Sherlock Calls connect to Cognigy?
- Sherlock Calls connects to your Cognigy account via API key with read-only access. No code changes, no webhooks, and no Cognigy configuration is required — setup takes under 2 minutes.
Can Sherlock Calls analyze Cognigy flow performance?
- Yes. Sherlock queries Cognigy flow interaction data to surface completion rates, escalation points, and drop-off patterns — all from a plain English Slack question.
Can Sherlock track Cognigy NLU accuracy?
- Yes. Sherlock can surface NLU intent confidence scores, low-confidence utterances, and recognition failure patterns across your Cognigy deployments from Slack.
Does Sherlock Calls work with Cognigy's CCaaS integrations?
- Yes. Sherlock can correlate Cognigy conversation outcomes with connected CCaaS systems, CRM data, and telephony events to give you cross-platform investigation from Slack.
How is Sherlock different from Cognigy Insights?
- Cognigy Insights provides platform-specific dashboards. Sherlock lets your ops team ask any question in plain English from Slack — cross-provider, cross-system, in under 5 seconds — without navigating dashboards or building reports.
Apply for early access to Sherlock + Cognigy
We're accepting a select group of beta users to shape the Cognigy integration. Tell us about your stack and we'll reach out personally if you're a fit.
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