A leading knowledge automation platform, eGain Corporation announced the availability of a pre-built IBM Watson Assistant connector for customer engagement. A unique feature of the eGain platform is the BYOB (Bring Your Own Bot) architecture that allows business users to easily integrate Watson Assistant with the platform without writing any code.
Ashu Roy, eGain CEO, said, “Our BYOB architecture enables clients to compose differentiated and assured customer experiences across eGain capabilities and our ecosystem partner solutions. Our new connector enables IBM clients to get more value from their existing Watson Assistant investment.”
With eGain’s Watson Assistant Connector, customers, agents, and businesses can experience better experiences. The context of the customer is passed to the contact center agent when they escalate from Watson to human-assisted chat, so that the agent does not need to repeat the information.
Watson allows agents to see what interactions customers have already had with the system before starting a conversation. The eGain platform can be connected to Watson by business users with a simple configuration. The department of health of a large state government uses this connector to enhance the quality of the service they provide using Watson Assistant with eGain live chat support.