eGain AI Agent 2™ with Assured Actions™ for Omnichannel Customer Experience Automation Unveiled at Solve25
Rhea-AI Summary
eGain (NASDAQ: EGAN) unveiled eGain AI Agent 2 on Oct 14, 2025, a hybrid AI solution for omnichannel customer experience that pairs probabilistic large language model reasoning with deterministic workflows to deliver Assured Actions grounded in the eGain AI Knowledge Hub.
Key capabilities include the PrismEval quality-assurance service, omnichannel support (phone, email, chat, messaging, social), pre-built integrations with Amazon Connect, Genesys, Salesforce and Talkdesk, dual deployment for contact-center agents and self-service, rapid deployment in days, and a claim that customers can configure an AI agent in 5 minutes. The product is available now.
Positive
- Available now (Oct 14, 2025)
- Configure an AI agent in 5 minutes
- Rapid deployment in days rather than months
- Pre-built integrations with Amazon Connect, Genesys, Salesforce, Talkdesk
- Omnichannel support across phone, email, chat, messaging, social
Negative
- None.
Insights
eGain launches a hybrid AI agent focused on reliability and deterministic workflows to improve enterprise CX consistency.
eGain's AI Agent 2 combines Trusted Knowledge from the AI Knowledge Hub with hybrid AI reasoning to serve both natural conversations and exact, multi-step procedures. The PrismEval service provides continuous quality checks to align AI outputs with the canonical knowledge base, reducing mismatch risk between generated responses and approved guidance.
The main dependencies are the completeness and freshness of the knowledge base and the integration fidelity with contact center platforms. Risks include gaps in source knowledge and any integration failures that break deterministic flows. Watch adoption and deployment timelines—
Hybrid architecture pairs probabilistic LLMs with deterministic logic to deliver repeatable, auditable CX actions.
The design uses LLMs for conversational flexibility and deterministic modules for compliance-sensitive, multi-step workflows, creating a clear separation of concerns. PrismEval acts as a run-time QA layer that maps outputs back to trusted knowledge, which supports traceability and reduces hallucination exposure when functioning as described.
Effectiveness depends strictly on the quality of the knowledge corpus, deterministic rule coverage, and end-to-end testing with platforms like Amazon Connect and Genesys. Key metrics to monitor are response alignment rates, error rates in deterministic flows, and time-to-resolution post-deployment; expect measurable system behaviour within the first production month.
Hybrid AI Solution Combines Trusted Knowledge with Deterministic Reasoning to Deliver Reliable, Consistent Customer Experiences Across All Channels
CHICAGO, Oct. 14, 2025 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), a leading provider of AI CX automation powered by Trusted Knowledge™, today showcased its eGain AI Agent 2 for Omnichannel CX Automation at its Solve25 user conference, introducing a breakthrough approach to enterprise AI that addresses critical reliability and consistency challenges facing customer experience leaders. The solution delivers Assured Actions through a unique combination of hybrid AI reasoning and quality assurance capabilities built on the eGain AI Knowledge Hub™.
While many organizations rush to deploy AI agents for customer experience, they often encounter significant obstacles including incomplete knowledge bases, inconsistent answers, and unreliable handling of complex, multi-step processes—particularly in compliance-sensitive workflows. eGain AI Agent 2 addresses these challenges head-on with an architecture designed for enterprise reliability.
Trusted Knowledge Meets Hybrid AI
eGain AI Agent 2 is built on eGain's AI Knowledge Hub, which delivers Trusted Knowledge across the enterprise, ensuring that agentic interactions are grounded in accurate, up-to-date information. The solution employs a hybrid AI approach that combines:
- Probabilistic reasoning from large language models for natural conversation and flexibility
- Deterministic reasoning for specific, multi-step workflows where precision is critical—especially important in compliance and high-risk use cases
This hybrid approach ensures that AI agents can handle both routine inquiries and complex processes that require exact procedural adherence.
PrismEval™: Quality Assurance Built In
A key differentiator is the PrismEval Service, which continuously optimizes the match between the knowledge base and answers delivered by AI. Unlike many AI agent implementations that lack quality assurance mechanisms, PrismEval ensures AI-generated responses align with trusted knowledge sources, reducing the risk of hallucinations or inaccurate guidance.
Assured Actions for Consistent Experiences
The result is what eGain calls Assured Actions — AI agents that deliver the same reliable experience in the same context, every time. This consistency is essential for building customer trust and meeting regulatory requirements across industries.
Enterprise-Ready Deployment
eGain AI Agent 2 offers comprehensive capabilities for modern enterprises:
- Omnichannel support across phone, email, chat, messaging, and social media
- Dual deployment options for both contact center agents and customer self-service
- Pre-built integrations with leading platforms including Amazon Connect, Genesys, Salesforce, and Talkdesk
- Rapid deployment in days rather than months
- Quick configuration allowing customers to sign up and configure an AI agent within 5 minutes directly from www.eGain.com
“eGain AI Agent 2 for Contact Center integrates with our CCaaS system, drawing context from the call and generates trusted answers or step-by-step guidance in real-time for contact center agents from a single source of truth,” said Amy Durst, Assistant VP of Internal Support for Rogue Credit Union. “We expect the recently deployed solution to improve both the customer and agent experience while improving our operational metrics.”
Availability
eGain AI Agent 2 is available now. Interested organizations can learn more and configure an AI agent at www.eGain.com or visit https://www.egain.com/ai-agent/ for detailed information.
About eGain
eGain helps businesses improve experience and reduce cost by delivering AI CX automation powered by Trusted Knowledge and consumable answers. For more information, visit www.egain.com.
eGain, eGain AI Agent 2, Trusted Knowledge, Assured Actions, PrismEval, and eGain AI Knowledge Hub are trademarks or registered trademarks of eGain Corporation. All other trademarks are the property of their respective owners.
Media Contact press@eGain.com
FAQ
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