eGain Connects with IBM Watson Assistant for Smarter Service
September 07 2022 - 6:30AM
eGain Corporation (NASDAQ: EGAN), the leading knowledge automation
platform provider for customer engagement, today announced the
availability of a pre-built connector for IBM Watson Assistant. The
connector leverages eGain’s unique BYOB™ (Bring Your Own Bot)
architecture, allowing business users to easily plug in the Watson
Assistant into the eGain platform with no coding.
Per Gartner, less than 10% of customer service journeys are
fulfilled using self-service, which is why it is critical to
integrate chatbots with human-assisted service channels such as
live chat. Beyond offering its own award-winning eGain Virtual
Assistant, eGain’s BYOB architecture facilitates seamless
connection of eGain’s knowledge automation platform with
partner-provided conversational assistants.
The eGain Connector for Watson Assistant improves customer,
agent, and business experiences at once. When customers escalate
from Watson to human-assisted chat, their context is passed to the
contact center agent so that they do not need to repeat information
to the agent. Agents get to see interactions that customers have
already had with Watson before they start their conversation with
the customer. Business users can connect Watson into the eGain
platform through a simple configuration in a matter of minutes.
Leading customers such as the department of health of a large
state government are using this connector to leverage their
extensive investment in Watson Assistant as they offer quality
service, enhanced with eGain live chat support for escalated
queries.
“Our BYOB architecture enables clients to compose differentiated
and assured customer experiences across eGain capabilities and our
ecosystem partner solutions,” said Ashu Roy, eGain CEO. “Our new
connector enables IBM clients to get more value from their existing
Watson Assistant investment.”
More informationeGain listing on IBM’s Business
Partner Directory: https://ibm.co/3KGnCWzeGain Connector for Watson
Assistant: https://www.egain.com/egain-for-ibm-watson/eGain
Innovation in 30 Days™:
https://www.egain.com/risk-free-trial-customer-engagement-software/
About eGainInfused with AI, our
knowledge-powered software automates digital-first experiences for
enterprises and government agencies. Pre-connected with leading CRM
& contact center systems, the eGain platform delivers quick
value and easy innovation with virtual assistance, customer
self-service, and modern agent desktop tools.
Visit www.eGain.com for more info.
eGain, the eGain logo, and all other eGain product names and
slogans are trademarks or registered trademarks of eGain Corp. in
the United States and/or other countries. All other company names
and products mentioned in this release may be trademarks or
registered trademarks of the respective companies.
eGain media
contactMichael MessnerEmail:
press@egain.comPhone: 408 636 4514 |
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