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AssistGPT by eGain: The Shortcut to Effortless Customer Engagement Knowledge

By Greg Tavarez October 06, 2023

Generative AI, as most of you are aware of by now, helps businesses expand labor productivity, personalize customer experience, and accelerate R&D through generative design. Generative AI tools help businesses make well-informed decisions, optimize their operations and augment their profits.

It’s common knowledge that companies that can safely and responsibly realize the full potential of generative AI will be the ones to reshape their industries, win lifelong customers, and solidly establish themselves as market leaders.

Keeping in line with using generative AI to reshape industries, eGain, a provider of knowledge management solutions for enhancing customer engagement automation, has unveiled its latest innovation: eGain AssistGPT.

Embedded within the eGain Knowledge Hub and driven by generative AI technology, AssistGPT represents a comprehensive zero-code solution for Knowledge Automation. For instance, the time-consuming task of crafting knowledge content drafts, which formerly required weeks, can now be accomplished within mere minutes.

This platform also aids customers on their omnichannel journeys by swiftly providing answers, and it integrates with contact center agents and business analysts, enhancing their workflow.

AssistGPT features an extensive prompt library that adheres to best practices, empowering organizations to incorporate prompts tailored to their specific business needs. Built on a Bring Your Own (BYO) architecture, the solution enables businesses to integrate their own AI engines for addressing these prompts.

Additionally, an AI Console is available for administrators to establish usage guidelines for generative AI, manage prompts, and coordinate it with other AI tools within the enterprise.

Putting this solution to the test, eGain found that it pinpoints relevant responses to customer queries within a vast pool of content, summarizes customer interactions and enhances response quality. The solution also generates summaries and keywords, creates and configures prompts and provides tools for editing, condensing, expanding, translating, aligning with branding, or enhancing knowledge articles.

That wasn’t all. It extracts valuable insights from customer feedback and reports, provides executive summaries of insights and recommended actions and offers suggestions for creating knowledge content.

“Knowledge management offers reliable content, business controls and analytics for generative AI," said Ashu Roy, eGain CEO. "Together, they deliver transformational value in customer engagement."

Learn more about how AI, more specifically generative AI, is integrating into CX at Generative AI Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida. Generative AI Expo discusses the evolution of GenAI and feature conversations focused on the potential for GenAI across industries and how the technology is already being used to create new opportunities for businesses to improve operations, enhance customer experiences, and create new growth opportunities.

Edited by Alex Passett
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CustomerZone360 Editor

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