eGain AI Agent Now Available for Zoom Contact Center

eGain Corporation announced the release of its eGain AI Agent for Zoom Contact Center, an integration designed to provide customer service agents with AI-powered answers and actions directly within the Zoom platform. This new offering leverages a single, governed knowledge source to deliver accurate information and guidance.

The integration focuses on reducing call handling times and improving first-contact resolution rates. The AI Agent monitors customer conversations in real-time, identifies customer intent, and automatically surfaces relevant answers or next-best-action guidance to agents. This allows agents to focus on the customer rather than navigating knowledge bases during a call.

For regulated industries, the solution offers deterministic, step-by-step guidance based on the organization's policies and procedures. Every interaction is documented, providing an auditable trail to ensure compliance and accurate decision-making. The AI Agent can also query external systems to execute transactions on behalf of the customer.

This launch expands eGain's existing integrations with other contact center platforms, including Amazon Connect, Genesys, and Talkdesk. The company states that the integration is part of its broader strategy to unify enterprise knowledge across various communication and business applications.