eGain Launches AI Agent for Contact Center to Improve Agent Performance and Client Satisfaction

eGain, a leading AI-powered knowledge management company, has launched the AI Agent for Contact Center, a revolutionary solution that aims to address the variable performance issues of human teleconferencing agents in contact centers. The solution enables all agents to provide expert-like assistance to customers, improving both agent and customer experience. eGain's AI Agent for Contact Center leverages the company's AI Knowledge Hub to provide actionable responses.

Introduction:
eGain, a pioneering AI-powered knowledge management company, has recently launched the AI Agent for Contact Center, a game-changing solution designed to enhance the performance of human teleconferencing agents in contact centers. By leveraging the company's AI Knowledge Hub, this innovative tool enables all agents to provide expert-level assistance to customers, ultimately improving both agent and customer experience.

The Challenge:
According to Gartner, 84% of contact center agents express dissatisfaction with their desktop tools [1]. This issue, coupled with the need for agents to navigate multiple applications, can lead to variable performance and a less-than-optimal customer experience.

The Solution:
To address this challenge, eGain has introduced the AI Agent for Contact Center. This solution provides real-time guidance to agents in the flow of customer conversations, enabling them to address customer queries effectively and efficiently. By tapping into the vast knowledge base of the eGain AI Knowledge Hub, the AI Agent offers consumable answers tailored to each conversation, adapting to agent tenure and topic-specific proficiency [2].

Key Features:
Some of the key features of the AI Agent for Contact Center include:

1. Real-time monitoring: The AI Agent continuously monitors customer conversations to establish their intent, ensuring that agents receive relevant and timely guidance.
2. Guided knowledge: The AI Agent presents agents with step-by-step knowledge in the flow of the conversation, enabling them to respond accurately and confidently.
3. Adaptability: The AI Agent adapts to an agent's tenure and topic-specific proficiency, ensuring that it provides tailored guidance that meets their needs.
4. Compliance: The AI Agent ensures compliance with regulations and best practices, helping agents maintain a professional and effective demeanor.
5. Learning and improvement: The AI Agent learns from conversations and feedback, continually refining its responses and improving overall performance.

Integration and Availability:
The AI Agent for Contact Center integrates seamlessly with popular contact center platforms such as Amazon Connect, Genesys, and Salesforce. APIs are also available to facilitate integration with other CRM and contact center systems [2].

Conclusion:
eGain's AI Agent for Contact Center represents a significant step forward in enhancing the performance of human teleconferencing agents in contact centers. By providing real-time guidance and access to a vast knowledge base, this innovative solution enables agents to deliver expert-level assistance to customers, ultimately improving both agent and customer experience.

References:
[1] Gartner. Contact Center Agents Hate Their Desktop Tools. https://www.gartner.com/en/human-resources/contact-center-agents-hate-their-desktop-tools
[2] eGain. eGain Launches AI Agent for Contact Center - Revolutionizing Service Performance. https://www.egain.com/company/news/press-releases/egain-launches-ai-agent-for-contact-center-revolutionizing-service-performance/