eGain announced significant product enhancements at its Solve 24 conference in Chicago, introducing the eGain AI Agent and eGain Knowledge Transformers. These innovations aim to address the critical need for integrated knowledge management in generative AI projects, as Gartner predicts 100% failure for projects lacking such integration by 2025. The new offerings are designed to improve customer experience and operational efficiency.
The eGain AI Agent is designed to engage customers conversationally, clarify intent, and guide them to personalized, trusted answers by leveraging the eGain Knowledge Hub. This agent combines language models with case-based reasoning, providing explanations for its approach to build customer trust and drive adoption. It is priced at 25 cents per customer conversation.
Complementing the AI Agent, eGain Knowledge Transformers is a library of micro-task transformers that enables knowledge experts to build trusted content ten times faster. This content is created and curated at scale by AI and experts, drawing from various sources including target websites, SharePoint repositories, PDF stores, and CRM systems. The AI Agent is scheduled for general availability in January 2025, with beta trials currently underway.
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