Enhancing Customer Experience with eGain Virtual Assistant for Agents in Microsoft Dynamics 365

eGain Virtual Assistant for Agents

Enhancing Customer Experience with eGain Virtual Assistant for Agents in Microsoft Dynamics 365

Knowledge Management for Contact Center Agents

eGain Knowledge Hub™ for Microsoft Dynamics 365 is seamlessly embedded in the Agent Desktop to empower agents with trusted answers and personalized guidance during customer interactions. Leveraging AssistGPT™, an innovative automation capability, the solution enhances the flow of conversations by proactively delivering accurate information.

Benefits of eGain Knowledge Hub

The implementation of eGain Knowledge Hub can significantly reduce agent training time by up to 50% while improving First Contact Resolution (FCR) by up to 37% and increasing Net Promoter Score (NPS) by 30 points. By guiding agents to swift and accurate resolutions, the solution enhances Customer Experience (CX), Agent Experience (AX), and various operational metrics.

Deflection of Agent-Assisted Service Requests

eGain Knowledge Hub facilitates the delivery of highly relevant self-service options across multiple channels, leading to a remarkable deflection rate of up to 60% for agent-assisted service requests. Through seamless integration with various touchpoints, including IVR and digital channels, the solution enables customers to access appropriate self-service resources efficiently.

Key Features of eGain Knowledge Hub

From AI-assisted content management to personalized knowledge delivery, the platform offers robust features for effective knowledge management. Authors can create and curate multilingual content effortlessly, ensuring consistency and quality. Additionally, the solution provides instant answers, guided search, federated search, and conversational AI guidance for enhanced problem resolution.

Virtual Assistant for Agents

The Virtual Assistant for Agents continuously monitors customer conversations, offering contextual AI knowledge guidance to resolve issues consistently. With the Bot Mode feature, agents can seamlessly transition conversations to the virtual assistant, automating parts of the interaction process and improving overall efficiency.

Embedded Best Practices

Drawing from successful knowledge management implementations for over 300 enterprises worldwide, eGain Knowledge Hub incorporates industry best practices to deliver optimal performance. With a proven track record of cost savings and customer satisfaction improvement, the solution resonates with businesses seeking efficient and customer-centric operations.

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Welcome to Knowledge Base!

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eGain Virtual Assistant for Agents