AI TOOL PROFILE
eGain: AI Knowledge Platform for CX and Customer Service Automation
- Customer Support
- Knowledge Management
- Enterprise customer support teams
- Large-scale contact centers
- Regulated industries like banking and insurance
- Organizations with fragmented knowledge silos
Pricing
Pricing varies by module: AI Knowledge Hub is $25 per user per month, AI Agents are $0.50 per resolution or $25 per user per month, and Connectors are $249 per user per month.
At a glance
- Best for
- Enterprise customer support teams, Large-scale contact centers, Regulated industries like banking and insurance, Organizations with fragmented knowledge silos
- Key use cases
- Automating Customer Self-Service, Supporting Contact Center Agents, Unifying Fragmented Content, Digital Engagement Management
- Official website
- Visit egain official website
How AI is used
eGain is an AI CX automation platform that combines a centralized knowledge hub with generative AI to support customer service operations. It is designed to provide a single source of truth for information to power AI agents and assist human staff.
The software is built for customer support teams, with specific solutions for regulated industries such as banking, insurance, and government. It supports the delivery of consistent answers across chat, email, and phone channels.
The platform includes hubs for analytics and conversations, as well as a modular developer platform for building AI-knowledge applications. It supports both customer-facing self-service and internal agent assistance.
Buyers should confirm if their internal knowledge is sufficiently structured, as the software relies on a high-quality knowledge foundation to maintain AI accuracy.
Key Features
AI Knowledge Hub
A centralized system designed to reduce content silos and provide a single source of truth for organizational knowledge.
AI Agent
Automated assistants for customer self-service and contact center support grounded in trusted knowledge.
Conversation Hub
Supports digital engagement across touchpoints including chat, email, social, and cobrowse.
Analytics Hub
Provides tools to measure and manage contact center operational performance using drill-down dashboards.
Composer
A modular developer platform for building and testing AI-knowledge business applications.
Evaluator
A tool designed to monitor knowledge accuracy, agent performance, and resolution quality.
Use Cases
Automating Customer Self-Service
Using AI Agents to provide customers with compliant answers across digital channels.
Supporting Contact Center Agents
Providing agents with real time access to a unified knowledge base to help reduce handle times.
Unifying Fragmented Content
Consolidating knowledge repositories and CRM data into a single AI-powered hub.
Digital Engagement Management
Managing customer interactions via chat, email, and social channels through a single interface.
FAQ
What is eGain's pricing model?
- eGain uses modular pricing, including the Knowledge Hub at $25 per user per month and AI Agents at either $0.50 per resolution or $25 per user per month.
Who is eGain designed for?
- It is designed for enterprise-level customer support teams, particularly in industries such as banking, insurance, and government.
Can you test eGain before buying?
- The vendor offers a 30-day guided pilot and a sign-up option to explore core capabilities.
Source category: Customer Support
Source subcategory: Knowledge Management
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