eGain Launches AI Agent for Contact Centers
eGain Corporation has released the eGain AI Agent for Contact Center, a new solution designed to address variable agent performance. The tool aims to equip all agents with expert-level guidance during customer interactions, improving both agent experience and customer satisfaction.
Sunnyvale, California – eGain Corporation (NASDAQ: EGAN) has launched the eGain AI Agent for Contact Center, a solution aimed at standardizing performance among contact center agents. The tool provides real-time, expert-level guidance within customer conversations, intending to enhance both the agent's experience and overall customer satisfaction.
The AI agent utilizes eGain's AI Knowledge Hub to deliver accurate and digestible answers. The system monitors customer service conversations in real-time to identify customer intent and presents guided knowledge as the interaction progresses. It is designed to adapt to agent tenure and topic-specific proficiency while ensuring compliance with regulations and best practices.
"84% of contact center agents hate their desktop tools," said Ashu Roy, eGain CEO. "Instead of complaining about a 'slow computer' while desperately clicking across apps, they can now rely on trusted, step-by-step AI guidance."
The AI agent offers out-of-the-box integration with platforms such as Amazon Connect, Genesys, and Salesforce. APIs are also available for integration with other CRM and contact center systems. eGain Corporation specializes in AI-powered knowledge management solutions aimed at improving customer experience and reducing costs by delivering reliable answers.