In the Lunch & Learn series, TKC discusses an interesting development or new perspective on knowledge management every two weeks. In one of these insightful lunch breaks, we covered the new AI agent from eGain. This blog explores the functionalities, operation, and benefits of this new tool. Walk along with us through the possibilities of this agent!

The AI agent from eGain is accurate and capable of handling large volumes of information. It answers questions based on the sources you select. With smart features and user-friendly design, this AI tool is a valuable addition to any knowledge organization.

From the start, you’re in full control. You can create a name and define specific characteristics to give your new assistant a unique personality—ensuring it matches the layout of your website or knowledge base.

Ready to deploy your agent? Then choose where to apply it. You can target a website or specific parts of your knowledge base. It's also possible to select files to feed into the AI tool. The tool scans the sites or documents and uses the information to answer questions. For each option, you can upload specific volumes:

• Websites of your choice with a maximum of 10 million characters, with the option to select specific pages only.

• Up to 10 files, with a total size limit of 5 MB.

• Selected sections from your eGain knowledge base. Based on the user’s role, specific information can be selected for the agent.

Once you’ve made a choice, you ‘train’ the agent. It then processes the selected information. Based on this, you can ask questions and have conversations with the agent. The bot analyzes the available knowledge and provides answers. But this tool is more than just a Q&A assistant. The eGain agent offers several advantages:

• It quickly and accurately unlocks the right information from sources. Setting up the agent follows a clear process.

• The agent cites the source of each answer and lists supporting facts, making it easy to verify information.

• After training, the agent suggests a list of topics that you can adjust by checking or unchecking them—enhancing its precision and focus.

• It responds in clear, neutral language and autonomously poses follow-up questions about the content.

• You can review conversations the agent has with customers, helping you to measure and improve your process.

This AI agent from eGain opens new doors. But always keep in mind: you are responsible for the input and the sources the agent uses. So make sure your information is well-managed with proper knowledge management and the right content strategy!

Need help with that—or a human in the loop? Don’t hesitate to contact us! We’ll get your knowledge in order and make it AI-proof. Before long, you might be using this AI agent with ease.