eGain Connects with IBM Watson Assistant for Smarter Service

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. 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.