US Financial Services Giant Leverages eGain Virtual Assistant to Automate Customer Engagement across Service and Sales

Rhea-AI Summary

eGain (NASDAQ: EGAN) announced a collaboration with a financial services client leveraging its digital engagement solutions to enhance customer and agent experiences. The client, unable to integrate various products, selected eGain for its unified capabilities. In just ten weeks, eGain deployed its Virtual Assistant, SuperChat, and Cobrowse functionalities, achieving over 50% resolution of customer queries and 81% for IT inquiries. The virtual assistant has processed over 2 million interactions in the past year, showcasing eGain's potential in transforming customer engagement through AI.

Positive

• Successful deployment of eGain's solutions within ten weeks, enhancing customer service efficiency.
• The virtual assistant resolved over 50% of incoming service queries, showcasing high effectiveness.
• Expansion of capabilities to IT helpdesk with 81% of inquiries resolved.
• Over 2 million interactions handled by virtual assistants in the last twelve months, indicating strong demand.

Negative

• None.

SUNNYVALE, Calif., July 20, 2020 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the leading provider of customer engagement solutions, today announced that a financial services client is leveraging its top-rated digital engagement solution to deliver next-gen customer (CX) and agent experiences (AX).

Unable to stitch together a set of point products to provide omnichannel digital customer service, the client selected eGain, based on its connected and rich solution capabilities, domain expertise, and a successful POC. Within ten weeks, the client activated eGain Virtual Assistant™, eGain SuperChat™, and eGain Cobrowse™ to enable a connected, smart self-service journey for customers with escalations intelligently routed to thousands of advisors across country, using the eGain Advisor Desktop™.

Powered by smart knowledge, the virtual assistant answers customer questions on the free section of the client website and app, while spotting opportunities to upsell the company’s premium offerings. Armed with eGain’s digital-first omnichannel desktop and knowledge at their fingertips, advisors then interact and collaborate with customers, answering questions, helping them navigate their website, and filling out forms in real-time.

The virtual assistant successfully resolved over 50% of the incoming service queries. The client then deployed the capability for its IT helpdesk, where it resolved 81% of the inquiries. Since then the client has continued to rollout additional domain-specific virtual assistants for its employee training center and other customer offerings such as downloadable products. Together, these virtual assistants processed over 2 million interactions in the last twelve months.

“Intelligent, connected automation using AI and messaging is transforming customer engagement,” said Ashu Roy, eGain CEO. “Starting with customer service and sales, this client has transformed employee engagement across their enterprise - thanks to our robust, scalable, and easy solution.”

More information
eGain Virtual Assistant: https://www.egain.com/products/virtual-assistant-software/
eGain Chat: https://www.egain.com/products/chat-software/
eGain Cobrowse: https://www.egain.com/products/cobrowse/
eGain Suite: https://hd.egain.com/overviews/egain-suite.pdf
eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/

About eGain
Our omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers. To learn more about eGain, visit www.eGain.com.

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 financial solutions does eGain provide for EGAN?

eGain specializes in customer engagement solutions, enhancing digital customer service through AI-driven virtual assistants and chat capabilities.

How effective are eGain's solutions in customer service?

eGain's virtual assistant resolved over 50% of service queries and 81% for IT inquiries, demonstrating significant effectiveness.

How many interactions did eGain process recently?

In the last twelve months, eGain's virtual assistants processed over 2 million interactions, illustrating high usage and demand.