Build Your First AI Agent with Cognigy: From Prompt to Production

Move beyond AI theory and learn how to build an intelligent AI agent that delivers measurable business value.

Led by Route 101's AI and CX specialists, in collaboration with the UK Contact Centre Forum and PurposePointCX, this instructor-led workshop provides a structured introduction to agentic AI using the Cognigy platform. Combining expert guidance, real-world examples and hands-on exercises, participants will gain practical experience building an AI agent from the ground up while learning the principles that underpin successful deployments.

The session begins with an introduction to AI and agentic architectures within Cognigy before exploring how Knowledge AI, grounding techniques and prompt design help create accurate, reliable experiences. Participants will then learn how to define agent roles and responsibilities, configure tool calls, connect external systems through APIs and enable agents to take meaningful action across business workflows.

Throughout the workshop, Route 101 consultants will share lessons learned from delivering AI, contact centre and citizen engagement solutions for organisations across the public and private sectors, helping attendees avoid common pitfalls and accelerate time to value.

Workshop Topics

• AI and agentic AI fundamentals within Cognigy

• Knowledge AI and grounding best practices

• Designing effective agent job descriptions and behaviours

• Configuring tool calls and actions

• Connecting to external systems and APIs

• Guided build exercises and practical demonstrations

• Live Q&A with Route 101 AI specialists

Who Should Attend?

• Contact centre leaders

• CX and digital transformation teams

• Solution architects

• Business analysts

• Innovation and AI programme leads

• Developers and technical consultants

Session 1 Leader

Luke Cuthbertson

Head of CX Consulting Luke Cuthbertson heads up the CX Consulting Practice at Route 101. With 16 years’ experience in contact centre improvement roles, he specializes in using data, technology, and AI to help organizations define and deliver effective CX strategies. Luke has led projects globally across a wide range of sectors, including the public sector, financial services, and other highly regulated markets. Previously, he has held roles at Davies Group (Ember Services), Capita, Verint, and British Gas.