At eGain, we are thrilled to unveil our latest AI-powered services designed to elevate customer support experiences to unprecedented heights. Our newly enhanced portal templates boast cutting-edge features including Instant Answers and semantic search-driven type-ahead suggestions. These advancements are poised to revolutionize search capabilities, ensuring a seamless and expedited journey for agents, authors, and customers.
Now let’s break down some key terms to get you acquainted with our new features:
Instant Answers
Instant Answers are responses generated instantly by our designated search APIs, eliminating the need for users to navigate away from search results. Whether it’s Extractive Instant Answers, where relevant information is extracted directly from articles, or Generative Instant Answers, which encapsulate the essence of articles in response to search queries, users can access the information they need swiftly and effortlessly.
Semantic Suggestions
Our semantic search technology goes beyond traditional keyword matching, incorporating user intent and the semantics of words and phrases to deliver the most pertinent information. Semantic suggestions provide users with highly relevant search results by understanding the context of queries, enhancing the overall search experience.
Extractive Instant Answers
When users conduct searches, our system identifies the most suitable answer based on context, content, and confidence, presenting it as an Extractive Instant Answer. This direct quotation extracted from articles ensures that you receive precise and relevant information without delay.
Generative Instant Answers
With the option to enable Generative AI, our system can generate optimal answers based on context, query, and content confidence. This feature empowers you with comprehensive responses drawn from one or more articles, further enriching the search experience.