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 * eGain connects with IBM Watson Assistant for smarter service

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EGAIN CONNECTS WITH IBM WATSON ASSISTANT FOR SMARTER SERVICE

Sunnyvale, CA (September 7, 2022): eGain Corporation (NASDAQ: EGAN), the leading
knowledge automation platform provider for customer engagement, today announced
the availability of a pre-built connector for IBM Watson Assistant. The
connector leverages eGain’s unique BYOB™ (Bring Your Own Bot) architecture,
allowing business users to easily plug in the Watson Assistant into the eGain
platform with no coding.

Per Gartner, less than 10% of customer service journeys are fulfilled using
self-service, which is why it is critical to integrate chatbots with
human-assisted service channels such as live chat. Beyond offering its own
award-winning eGain Virtual Assistant, eGain’s BYOB architecture facilitates
seamless connection of eGain’s knowledge automation platform with
partner-provided conversational assistants.

The eGain Connector for Watson Assistant improves customer, agent, and business
experiences at once. When customers escalate from Watson to human-assisted chat,
their context is passed to the contact center agent so that they do not need to
repeat information to the agent. Agents get to see interactions that customers
have already had with Watson before they start their conversation with the
customer. Business users can connect Watson into the eGain platform through a
simple configuration in a matter of minutes.

Leading customers such as the department of health of a large state government
are using this connector to leverage their extensive investment in Watson
Assistant as they offer quality service, enhanced with eGain live chat support
for escalated queries.

“Our BYOB architecture enables clients to compose differentiated and assured
customer experiences across eGain capabilities and our ecosystem partner
solutions,” said Ashu Roy, eGain CEO. “Our new connector enables IBM clients to
get more value from their existing Watson Assistant investment.”


MORE INFORMATION

eGain listing on IBM’s Business Partner Directory: https://ibm.co/3KGnCWz
eGain Connector for Watson Assistant:
https://www.egain.com/egain-for-ibm-watson/
eGain Innovation in 30 Days™:
https://www.egain.com/risk-free-trial-customer-engagement-software/


ABOUT EGAIN

Infused with AI, our knowledge-powered software automates digital-first
experiences for enterprises and government agencies. Pre-connected with leading
CRM & contact center systems, the eGain platform delivers quick value and easy
innovation with virtual assistance, customer self-service, and modern agent
desktop tools. Visit www.eGain.com for more info.

# # #

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

 




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