eGain Launches AI Agent for Contact Center, Revolutionizing Service Performance

Core Insights - eGain has launched the eGain AI Agent for Contact Center, aimed at enhancing agent performance and customer satisfaction in contact centers [1][2] Company Overview - eGain is a leader in AI Knowledge Management, focusing on improving customer experience and reducing costs through trusted, consumable answers [3] Product Features - The eGain AI Agent provides real-time guidance to agents during customer interactions, helping them perform at expert levels [1][4] - It connects seamlessly with platforms like Amazon Connect, Genesys, and Salesforce, with APIs available for other CRM and contact center integrations [2] - The solution monitors conversations in real-time to establish intent and presents guided knowledge, adapting to agent experience and topic proficiency [4] - It ensures compliance with regulations and best practices while continuously improving by learning from conversations and feedback [4] Market Context - A significant pain point in the industry is that 84% of contact center agents dislike their desktop tools, indicating a need for improved solutions [2]