Multilingual virtual help available to online customers of a global mobile network operator
Sales reps of a cosmetic brand get answers from eGain chatbot while onsite
Customer view allows virtual assistants to provide personalized help
A user simply chats with the virtual assistant (also called virtual agent or chatbot), like they would with any human agent. The chat bot not only understands the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The chatbot also provides answers to any queries, even helping in shopping decisions. At any point, it can seamlessly escalate to agent-assisted channels when necessary. The eGain Virtual Assistant provides the frontline support so your customer service staff can concentrate on more complex tasks.
Industry’s most intelligent and robust chatbot, eGain Virtual Assistant also provides context-aware escalation to agent-assisted channels. It includes out-of-the-box avatars, multilingual natural language processing, knowledge base, and analytics for continuous improvement. Besides answering questions, it can push relevant web pages and take customers on website tours. In addition, it supports text-to-text, text-to-speech, speech-to-text, and speech-to-speech communication modes, and is embeddable in apps and social networks.