Ai4 eGain AI Agent Hackathon
Rules and Judging Criteria
Challenge
Build a useful customer-service AI Agent with eGain for any industry or use case, such as financial services, healthcare, government, utilities, retail, travel, or technology. The eGain page below has all the information to do so:
Hands-on Lab: Try the eGain AI Agent | Solve26 London
The supplied Eight Bank materials are optional examples only. Participants may use other content they own or are authorized to use.
Your solution should answer customer questions, guide users through a process, and provide an escalation path. Participation is limited and available on a first-come, first-served basis
Eligibility
- Open to eligible Ai4 attendees.
- Enter individually or in teams of up to 3.
- Each participant may join only one submission.
- Use an existing eGain account or create a trial account with a working email address.
- Organizers, judges, and restricted participants are not prize-eligible unless otherwise stated.
Solution requirements
01 | Knowledge-based AI Agent
- Train the agent with authorized content.
- Match the agent language to the source content.
- Review generated intents and test answer accuracy.
02 | Published experience
- Personalize and publish the agent.
- Provide a working shareable demo link.
03 | Pre-chat workflow
- Collect useful information before sending the visitor to the AI Agent.
04 | Escalation workflow
- Provide at least two escalation or contact options.
- Use demonstration contact details unless live information is authorized.
05 | Process workflow
- Guide the customer through a task, decision, or recommendation.
- Connect the workflow to an appropriate intent.
06 | Actions
- Let the agent take a real action on the customer’s behalf
- Enable and add actions to AI Agent
07 | Validation
- Test the agent and all workflow paths in Test AI Agent and through the published demo link.
- Allow up to five minutes for published changes to appear.
Visual customization alone is not enough. Strong entries should demonstrate a valuable use case, thoughtful workflows, and an original customer experience.
Submission requirements
- Participant or team information.
- Agent name, industry, and use case.
- Working demo link.
- Description of up to 150 words explaining the problem, intended user, business value, and distinctive features.
- One-minute demonstration video showing:
- A content-based answer.
- At least one workflow.
- The solution’s most valuable or distinctive feature.
- Confirmation that all required workflows were published and tested.
The organizers may request temporary reviewer access or a short live demonstration.
Content and conduct
- Use only content and assets they own, are authorized to use, or that were supplied for the hackathon.
- Exclude confidential information, personal data, passwords, account numbers, and real customer records.
- Use fictional test data and demonstration contact details.
- Disclose material pre-existing templates, code, or third-party assets.
- Be able to explain and demonstrate their solution.
- Follow eGain platform terms and Ai4 event policies.
Generative AI and other development tools are permitted. Plagiarism, harmful content, misrepresentation, interference with other entries, or vote manipulation may result in disqualification.
Judging criteria
Eligible submissions will be scored out of 125 points.
01 | Customer and business value
- Clarity and importance of the problem.
- Value delivered to customers or the organization.
- Credibility of the real-world use case.
02 | Functionality and reliability
- Accurate, content-grounded answers.
- Working published agent and demo link.
- Reliable pre-chat, escalation, and process workflows.
- Effective handling of errors and knowledge gaps.
03 | Effective use of eGain
- Strong integration of intents and workflows.
- Appropriate escalation and process design.
- Use of eGain capabilities beyond basic question answering.
04 | Creativity and customer experience
- Originality and differentiation.
- Thoughtful workflow design.
- Clear and intuitive customer experience.
- Meaningful customization beyond the tutorial.
05 | Action & Good Judgment
- Solves the request end-to-end, reducing effort or need to handoff to human agents
- Takes action on the customer’s behalf where it delivers real value
- Knows its limits, escalates or declines risky requests instead of forcing them.
06 | Demo video and storytelling
- Clear explanation of the problem, solution, and value.
- Compelling demonstration of the agent and workflows.
- Effective presentation of the solution’s strongest feature.
- Clear storytelling within the one-minute limit.
Ties will be resolved by comparing Functionality and Reliability, followed by Demo Video and Storytelling, then Customer and Business Value.
Submission checklist
- Agent is trained, tested, and published.
- Source content is authorized and contains no sensitive data.
- Answers are grounded in the source content.
- Pre-chat, escalation, and process workflows work.
- Process workflow is connected to an intent.
- Demo link works.
- Description and one-minute video are complete.
- Entry is submitted before the deadline.
Support
The organizers may clarify these rules or adjust deadlines, prizes, and competition details when necessary. Material changes will be communicated to registered participants.
Feel free to join our Discord channel for any hackathon rules, process or eGain platform questions. We would love to hear from you!
