Need to Make Progress on Virtual Customer Assistance?

Some news from eGain, which is interesting if you run an insurance brand contact centre;

eGain (NASDAQ: EGAN), the AI knowledge platform for service, announced major product enhancements at its Solve 24 conference in Chicago.

By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals, per Gartner.

eGain AI Agent™ conversationally engages customers, clarifies intent, guides them to the personalized answer, and explains its approach – inspiring trust and customer adoption. It combines language models and case-based reasoning that tap into trusted content in the eGain Knowledge Hub. eGain Knowledge Transformers™, a library of micro-task transformers, enable knowledge experts to build trusted content 10X faster. Content is created and curated at scale by AI and experts, sourced from target websites, SharePoint repositories, PDF stores, and CRM systems.

Priced at 25 cents per customer conversation, the AI Agent will be generally available in January 2025. The company is offering beta trials now.