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eGain for Google’s Business Messages

Solution highlights

  • Enable consumers on Android-powered mobile devices to interact with businesses through Google Business Messages, including from entry points such as search and maps
  • Leverage eGain AI to infer customer intent, power bot conversations through messaging, route escalations to contact center agents, and guide agents through messaging conversations
  • Provide immersive customer experiences with the rich features of Google’s Business Messages
  • Handle conversations, leveraging the powerful capabilities of eGain Advisor™ agent desktop that provides
    • Personalized, proactive customer engagement
    • Solve Button™ for easy access to contextual knowledge and AI-powered conversational guidance

 


YouGov consumer survey

Consumers Love Messaging But Hate its Experience Silo
YouGov survey of US and UK consumers reveals that lack of consistent omnichannel experience is the biggest hurdle to faster adoption of messaging for customer service.

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