eGain Boosts Intelligent Agents IQ
eGain Communications Corp. has released an upgrade to its eGain Assistant intelligent agent application that officials said more accurately answers questions that consumers put to Web retailers.eGain Communications Corp. has released an upgrade to its eGain Assistant intelligent agent application that officials said more accurately answers questions that consumers put to Web retailers. The software mimics an online customer service representative by responding to typed natural language queries with answers culled from a knowledge base. New in Version 5.0 of eGain Assistant is the capability to automatically convert knowledge, typically from Web FAQs, into "cases," or sets of questions for which there is a definite answer. Using this method, the application finds the correct answer 90 percent of the time, more than double the previous success rate, said officials at eGain, of Sunnyvale, Calif. eGain Assistant 5.0 can build more than 1,000 cases a day, and its dictionary has been expanded to 30,000 words, including basic retail terminology.
Assistant 5.0 has more than 40 standard reports for analyzing log files. Its available as a stand-alone product or as a module of eGain eService Enterprise, known as E3. As an E3 module, Assistant 5.0 can escalate a conversation to an automated e-mail management system via eGain Mail or to the appropriate live assistant via eGain Live, preserving a transcript of interactions.