eGain Connects with IBM Watson Assistant for Smarter Service

Rhea-AI Summary

eGain Corporation (NASDAQ: EGAN) announced a pre-built connector for IBM Watson Assistant, enhancing its knowledge automation platform for customer engagement. This connector integrates Watson Assistant, enabling business users to implement it without coding. According to Gartner, less than 10% of customer service journeys use self-service, highlighting the need for this integration. The connector allows seamless escalation from chatbots to human agents, ensuring a smooth customer experience. Leading organizations, including a state health department, utilize this connector to maximize their Watson Assistant investment.

Positive

• Launch of an innovative connector for IBM Watson Assistant enhances customer engagement capabilities.
• Enables seamless integration without coding, increasing accessibility for business users.
• Improves customer experience by passing context during escalations from chatbots to agents.
• Utilized by notable clients like a state health department, showcasing practical application.

Negative

• None.

SUNNYVALE, Calif., Sept. 07, 2022 (GLOBE NEWSWIRE) -- 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 information
eGain listing on IBM’s Business Partner Directory: https://ibm.co/3KGnCWz
eGain 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 eGain
Infused 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 contact Michael Messner Email: press@egain.com Phone: 408 636 4514

FAQ

What is the new connector announced by eGain for IBM Watson Assistant?

eGain announced a pre-built connector that integrates IBM Watson Assistant with its knowledge automation platform, allowing users to implement it with no coding.

How does the eGain Connector for Watson Assistant improve customer service?

The connector enables smooth escalations from chatbots to human agents while retaining customer context, leading to a better customer experience.

Who are some of the clients using the eGain Connector for Watson Assistant?

Leading customers include the department of health of a large state government, which leverages the connector for enhanced service.

What percentage of customer service journeys utilize self-service according to Gartner?

Gartner reports that less than 10% of customer service journeys are fulfilled through self-service.

What does the BYOB architecture in eGain's platform enable?

The BYOB (Bring Your Own Bot) architecture allows seamless integration of various conversational assistants, enhancing customer service capabilities.