eGain announced the launch of its eGain AI Agent for Contact Center, a new solution designed to standardize and improve agent performance in contact centers. This offering aims to enable all agents to provide expert-level assistance to customers, thereby enhancing both agent experience and customer satisfaction. The solution addresses the challenge of inconsistent agent performance.
The eGain AI Agent for Contact Center leverages the eGain AI Knowledge Hub as a single source of truth, delivering trusted and consumable answers to agents in real-time. It provides step-by-step guidance, automates routine tasks, and offers proactive assistance, ensuring agents have the necessary information to resolve customer inquiries efficiently. This approach helps agents navigate complex issues with confidence.
The new AI Agent integrates out-of-the-box with major contact center platforms including Amazon Connect, Genesys, and Salesforce. Additionally, APIs are available to facilitate integration with other CRM and contact center systems, providing flexibility for enterprises. This broad compatibility allows for seamless deployment within existing customer service infrastructures.
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