Empowering Agents with eGain Virtual Assistant for Salesforce

eGain Virtual Assistant for Agents

Empowering Agents with eGain Virtual Assistant for Salesforce

Knowledge Management Solution within Salesforce Service Cloud

eGain Knowledge Hub™ for Salesforce is seamlessly embedded within the Salesforce Service Cloud agent desktop, ensuring that agents receive trusted answers and personalized guidance during customer interactions. Powered by AssistGPT™, this innovative solution automates knowledge management tasks, enhancing the efficiency and effectiveness of agent support.

Enhanced Agent Performance and Customer Experience

By leveraging eGain Knowledge Hub™, organizations can cut agent training time by up to 50%, improve First-Contact Resolution (FCR) by up to 37%, and boost Net Promoter Score (NPS) by up to 30 points. The solution addresses the common pain points of agent dissatisfaction with desktop tools and the challenge of finding accurate answers, resulting in enhanced customer experience, agent satisfaction, and operational efficiency.

Efficient Agent-Assisted Service Deflection

With eGain Knowledge Hub’s capabilities, organizations can deflect up to 60% of agent-assisted service requests by providing hyper-relevant self-service options across various communication channels. By guiding customers towards self-service solutions, the solution reduces the workload on agents, improving overall operational efficiency and customer satisfaction.

Advanced Features for Effective Knowledge Management

The Knowledge Hub offers advanced features such as Gen AI-assisted content management, personalized knowledge delivery, multilingual scalability, and various search functionalities. These features enable organizations to create, curate, and manage knowledge content efficiently, personalize guidance based on interaction context and agent profiles, support multilingual content creation, and provide diverse search options for quick problem resolutions.

Virtual Assistant for Proactive AI Guidance

The Virtual Assistant for Agents continuously monitors customer conversations, offering contextual proactive AI knowledge guidance to ensure consistent issue resolution. In Bot Mode, agents can seamlessly hand over conversations to the virtual assistant for automating certain process steps, streamlining customer interactions and improving overall support efficiency.

Embedded Best Practices and Proven Success

Benefiting from best practices developed through successful implementations for over 300 enterprises globally, the solution incorporates proven methodologies to drive cost savings and customer satisfaction. With a track record of helping companies save millions while enhancing customer experiences, eGain Knowledge Hub™ for Salesforce is a reliable choice for organizations looking to transform their customer support operations.

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Unlock Digital Customer Service Transformation with eGain Virtual Assistant for Agents

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Transformative Chat Experience

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eGain Virtual Assistant for Agents