eGain AI Agent for Contact Center makes every agent an expert

eGain, the leader in AI knowledge management, is debuting eGain AI Agent for Contact Center, radically simplifying and improving the performance of agents in contact centers. Centered around making the “hardest desk job in business” easier, eGain AI Agent for Contact Center makes every agent an expert, according to the company. 

eGain AI Agent for Contact Center improves agent experiences and customer satisfaction, uniting disparate, complex contact center workflows to better empower the human agent. Underpinned by the single source of truth derived from the eGain AI Knowledge Hub, eGain’s contact center solution helps agents deliver consumable answers regardless of query complexity, according to eGain. 

"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."

eGain AI Agent for Contact Center offers the following capabilities:

• Real-time conversation monitoring to establish intent

• Guided knowledge embedded directly within the flow of conversation

• Dynamic adaptation to agents’ experience levels and topic proficiency 

• Complies with regulations and best practices 

• Continuous improvement by learning from conversations and feedback

• Out-of-the-box connections to Amazon Connect, Genesys, and Salesforce, with APIs for integrating with other CRM and contact center platforms

To learn more about eGain AI Agent for Contact Center, please visit https://www.egain.com/.