Knowledge management solutions vendor eGain has launched eGain AssistGPT, a comprehensive zero-code solution for knowledge automation.
An integral part of the eGain Knowledge Hub, AssistGPT uses out-of-the-box to draft knowledge content, reducing weeks of labor to just a few minutes. For example, users can create content for new personas from existing curated content.
The solution also helps customers in their omnichannel journeys by providing quick answers, whereas contact center agents can generate responses based on the communication channel and customer persona while aligning with the brand voice.
An AI Console allows administrators to define guardrails for the use of generative AI, manage prompts, and orchestrate it with other AI technologies in the enterprise.
“Generative AI takes effort out of knowledge management. KM offers reliable content, business controls, and analytics for generative AI. Together, they deliver transformational value in customer engagement,” said Ashu Roy, eGain CEO.
AssistGPT comes with a best-practice prompt library, which enables organizations to add business-specific prompts. Based on a BYO architecture, the solution allows the business to plug in its own AI engines to answer the prompts. Some of its use cases include customer conversation summaries, improved responses, expanding, translating, and improving knowledge articles, and many others.
eGain has recently partnered with Talkdesk to help businesses leverage AI-powered knowledge management and advanced digital capabilities through the Talkdesk-eGain Connector.
The connector consists of two integrations that seamlessly implement eGain's knowledge and digital functionalities into the Talkdesk Agent Workspace. As a result, agents receive tailored responses and AI conversational support based on context provided by Talkdesk and the agent's expertise level.
