eGain, the leader in AI Knowledge Management, announced the launch of eGain AI Agent for Contact Center, a groundbreaking solution to address the challenge of variable agent performance in contact centers. Using this solution, all agents can help customers like experts do, improving agent experience and customer satisfaction.
“84% of contact center agents hate their desktop tools, per Gartner,” 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.”
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eGain AI Agent for Contact Center taps into the single source of truth from the eGain AI Knowledge Hub to deliver consumable answers. Specifically, it:
- Monitors conversation in real-time to establish intent
- Presents guided knowledge in the flow of conversation
- Adapts to agent tenure and topic-specific proficiency
- Ensures compliance with regulations and best practice
- Improves by learning from conversations and feedback
The solution connects out of the box with Amazon Connect, Genesys, and Salesforce. APIs are available to integrate with other CRM and contact center platforms.
SOURCE: GlobeNewswire