Introducing the AI Services

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.


And that’s not all – we’ve also introduced AssistGPT, a zero-code solution that empowers agents and authors in improving their knowledge content creation and management journey. AssistGPT for Advisor Desktop helps agents efficiently summarize chat conversations, categorize activities, and utilize generative AI to assist customers effectively. For more information, click here. On the other hand, AssistGPT for Knowledge empowers authors through the automation of knowledge creation processes and content optimization. For more information on how to use AI to author new content, click here.

So, there you have it, folks – our new AI services are here to revolutionize the way you experience eGain. Faster searches, smarter suggestions, and personalized assistance – it’s all just a click away. Ready to take your customer service to the next level? Dive in and discover the future of support with eGain!