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Natural Language Processing, the AI in eGain Virtual Assistant

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Imagine this scenario. You are an eCommerce or insurance company with a website. Your goal: To increase web sales and improve customer self-service. To help achieve your goals, you’ve implemented a brand-aligned chatbot interface on the web pages. Visitors interact with the chatbot (you may also call it a virtual assistant or digital assistant or virtual agent) asking it questions like, “Where can I find shoes to go with my red dress?” or “Which health plan will suit my family of four?” The virtual assistant on its part, understands the questions, giving answers and guiding them to the next steps that will help the customer make a decision and help you to make a transaction.

What makes this scenario a success or a failure? It’s the Artificial Intelligence-based natural language processing ability (or its lack) of your virtual assistant.

Simply put, natural language processing (NLP) is an AI technology that gives a computer or software the ability to understand language as humans speak and understand them. The virtual assistant software has to understand the intent of a question, not just the words. The virtual assistant will also have to understand the context of the conversation, seeing the interaction in a continuum instead of as standalone questions.

It’s easy to see the benefits of this technology in customer engagement. Virtual assistants that are powered by the AI natural language processing ability become the first line of help. They capture and captivate your customers, guiding them across the website to where they can find their answers. Importantly, the software are intelligent enough to know when they don’t have the answer and can escalate to human agent-assisted channels like email or chat or click-to-call (if these channels are integrated with it).

eGain has 16 years of experience of working on natural language processing technology. eGain Virtual Assistant™, the NLP-powered conversational customer self-service interface, has helped companies deliver unique, differentiated experience to its customers globally.

When eGain’s NLP AI technology is combined with another powerful eGain AI technology—the Case-Based Reasoning or Guided Help capability—the virtual assistant becomes an even more effective customer service tool.

Benefits of using AI-based natural language processing in customer engagement

  • A European government tax agency deploys eGain’s virtual assistant to answer citizens’ questions. The agency reported a whopping 257,000 interactions as being handled by the chatbot instead of real agents.
  • A global beauty products company implemented an eGain chatbot on its website as the first line of assistance for its 6.5 million direct sales representatives. It helped the reps resolve their issues through self-service, making them “happier.”
  • Case study: Vodafone Portugal is improving the customer experience with unified and easy-to-use online channels


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