eGain

Sunnyvale, CA

www.egain.com

800-821-4358

Customer Service: Call center automation (CCA), Chatbots on web sites (BOT), Mobile apps (MBL), Agent support (AS), Messaging applications (MES)

Analytics

Scope: Full

System: Cloud

Summary

  • eGain provides a full customer engagement and knowledge management platform, supporting multiple channels including a natural language virtual assistant, available in multiple languages.
  • The eGain Virtual Assistant supports both text and voice interaction with customers on a web site, displaying a visual image of the chatbot.
  • An eGain Virtual Assistant for Agents supports agents with natural language interaction, providing assistance based on recognized intent and confidence during an agent interaction with a customer.
  • The company also offers knowledge management software, including search and analytics.

Delving Deeper

eGain’s omnichannel customer engagement solutions use AI, machine learning, knowledge and analytics to help clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

eGain Virtual Assistant is a conversational virtual agent providing customers with answers and assistance on a website. A user chats with the virtual assistant in natural language. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The chatbot also provides answers to queries, even helping in shopping decisions.

eGain Virtual Assistant also provides context-aware escalation to agent-assisted channels. It includes out-of-the-box avatars, multilingual natural language processing, a knowledge base, and analytics for continuous improvement. Besides answering questions, it can push relevant web pages and take customers on website tours. It supports text-to-text, text-to-speech, speech-to-text, and speech-to-speech communication modes, and is embeddable in apps and social networks.

eGain Virtual Assistant for Agents continuously monitors conversations to serve up best-practice guidance and knowledge to agents when relevant. Surfacing the right information when it is needed boosts agent adoption of company best-practices, improving agent confidence and optimizing the overall customer experience. It includes usage and improvement insights through eGain Analytics.