What Analysts Say About eGain Solutions

Top score in the 2023 Gartner Critical capabilities report for the CRM customer engagement center for knowledge management + digital engagement + composable experience platform
Top score for “current offering” (that is, product) in the 2021 Forrester New Wave (most recent report) on Digital-First Customer Service

AI “Chatbot” Virtual Assistant Software Improves Customer Engagement

A Virtual Assistant is a lifelike, conversational chatbot providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week. 

Chatbot makes customer interactions easy

A customer simply chats with the virtual assistant (also called VA, 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 that include machine learning and reasoning.

Virtual assistant acts as the business’ frontline support

eGain’s chatbot provides the frontline support so your customer service staff can concentrate on more complex tasks.

The VA acts like a guide, helping customers navigate the website and taking them to the relevant place. The virtual assistant provides answers to any queries, even helping in shopping decisions. At any point, and if the need arises, it can seamlessly escalate to agent-assisted channels like chat.

Omnichannel customers hate silos. So does eGain’s chatbot software.

As the industry’s most intelligent and robust virtual assistant software, eGain Virtual Assistant provides context-aware escalation to agent-assisted channels. The software is built on a unique open CEH™ platform, designed to connect with other eGain or third-party interaction channels and knowledge. With the live chat channel, it has the ability to connect out of the box.

Get the industry’s best capabilities with eGain Virtual Assistant

eGain’s awarded virtual assistant software includes out-of-the-box avatars, multilingual natural language processing, machine learning capability, reasoning engine, 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.
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