eGain Corporation, the premier provider of knowledge management platforms for customer interaction automation, introduced eGain AssistGPTTM at its SolveTM 23 conference on September 25 at the Brewery in London.
AssistGPT is a comprehensive zero-code solution for Knowledge Automation that is an important part of the eGain Knowledge Hub and is powered by Generative AI out of the box. For example, knowledge content draught production can now be finished in a matter of minutes rather than weeks. The technology also assists customers in their omnichannel journeys by providing timely replies and keeping contact centre agents and business analysts on track. Administrators can utilise an AI Console to create guardrails for generative AI, manage prompts, and orchestrate it with other AI technologies in the company.
AssistGPT comes with a best practice prompt library, which enables organizations to add business-specific prompts. Based on a BYO architecture, the solution allows the business to plug in their own AI engines to answer the prompts. Sample out-of-the-box use-cases include:
- Answers consumer questions from a haystack of content.
- Customer exchanges are summarised.
- Improved responsive
KX (Knowledge Author Experience)
- Create a summary and keywords.
- Create and configure prompts
- Knowledge pieces can be written, condensed, expanded, translated, brand-aligned, or improved.
BX (Business managers and analysts)
- Draw conclusions from client comments and reports.
- Obtain an executive summary of findings and actions.
- Make suggestions for knowledge content.
“Generative AI takes effort out of knowledge management. KM offers reliable content, business controls, and analytics for generative AI,” said Ashu Roy, eGain CEO. “Together, they deliver transformational value in customer engagement.”