eGain AI Agent 2™ with Assured Actions™ for Omnichannel Customer Experience Automation Unveiled at Solve25
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.
eGain (NASDAQ: EGAN) ha presentato eGain AI Agent 2 il 14 ottobre 2025, una soluzione ibrida di IA per l'esperienza del cliente omnicanale che combina il ragionamento probabilistico dei modelli di linguaggio di grandi dimensioni con flussi di lavoro deterministici per offrire Azioni Garantite basate su eGain Knowledge Hub.
Le capacita chiave includono il servizio di controllo qualità PrismEval, supporto omnicanale (telefono, email, chat, messaggistica, social), integrazioni predefinite con Amazon Connect, Genesys, Salesforce e Talkdesk, distribuzione duale per agenti di contact center e self-service, implementazione rapida in giorni, e una dichiarazione secondo cui i clienti possono configurare un agente IA in 5 minuti. Il prodotto è già disponibile.
eGain (NASDAQ: EGAN) presentó eGain AI Agent 2 el 14 de octubre de 2025, una solución híbrida de IA para la experiencia del cliente omnicanal que combina el razonamiento probabilístico de modelos de lenguaje de gran tamaño con flujos de trabajo deterministas para ofrecer Acciones Aseguradas basadas en el eGain Knowledge Hub.
Las capacidades clave incluyen el servicio de aseguramiento de calidad PrismEval, soporte omnicanal (teléfono, correo electrónico, chat, mensajería, redes sociales), integraciones preconstruidas con Amazon Connect, Genesys, Salesforce y Talkdesk, despliegue dual para agentes de centro de contacto y autoservicio, implementación rápida en días, y una afirmación de que los clientes pueden configurar un agente IA en 5 minutos. El producto ya está disponible.
eGain (NASDAQ: EGAN)는 eGain AI Agent 2를 2025년 10월 14일에 공개했습니다. 확률적 대형 언어 모델의 추론과 결정적 워크플로를 결합하여 Assured Actions를 제공하고 eGain AI Knowledge Hub에 기반한 옴니채널 고객 경험용 하이브리드 AI 솔루션입니다.
주요 기능으로는 품질 보증 서비스 PrismEval, 옴니채널 지원(전화, 이메일, 채팅, 메시징, 소셜), Amazon Connect, Genesys, Salesforce 및 Talkdesk와의 사전 구축된 연동, 고객센터 에이전트와 셀프서비스를 위한 이중 배포, 며칠 내 빠른 배포, 고객이 5분만에 AI 에이전트를 구성할 수 있다는 주장 등이 있습니다. 이 제품은 현재 이용 가능합니다.
eGain (NASDAQ: EGAN) a dévoilé eGain AI Agent 2 le 14 octobre 2025, une solution IA hybride pour l'expérience client omnicanale qui associe le raisonnement probabiliste des grands modèles de langage à des flux de travail déterministes pour offrir des Actions Assurées basées sur le eGain Knowledge Hub.
Les capacités clés incluent le service d'assurance qualité PrismEval, le support omnicanal (téléphone, email, chat, messagerie, réseaux sociaux), des intégrations préconstruites avec Amazon Connect, Genesys, Salesforce et Talkdesk, un déploiement double pour les agents de centre de contact et l'auto-assistance, un déploiement rapide en quelques jours, et une affirmation selon laquelle les clients peuvent configurer un agent IA en 5 minutes. Le produit est désormais disponible.
eGain (NASDAQ: EGAN) hat eGain AI Agent 2 am 14. Oktober 2025 vorgestellt, eine hybride KI-Lösung für das Omnichannel-Kundenerlebnis, die probabilistische Reasoning großer Sprachmodelle mit deterministischen Workflows kombiniert, um Assured Actions basierend auf dem eGain AI Knowledge Hub bereitzustellen.
Zu den wichtigsten Fähigkeiten gehören der PrismEval-Qualitätssicherungsdienst, Omnichannel-Unterstützung (Telefon, E-Mail, Chat, Messaging, Social), vorkonfigurierte Integrationen mit Amazon Connect, Genesys, Salesforce und Talkdesk, duale Bereitstellung für Contact-Center-Agenten und Self-Service, schnelle Bereitstellung in wenigen Tagen, und die Behauptung, dass Kunden einen KI-Agenten in 5 Minuten konfigurieren können. Das Produkt ist jetzt verfügbar.
eGain (NASDAQ: EGAN) كشفت عن eGain AI Agent 2 في 14 أكتوبر 2025، وهو حل ذكاء اصطناعي هجين لتجربة العملاء عبر القنوات المتعددة يجمع بين استنتاج النماذج اللغوية الكبيرة احتمالية وتدفقات العمل الحتمية لتوفير أفعال مضمونة قائمة على Knowledge Hub لـ eGain AI.
تشمل القدرات الرئيسية خدمة ضمان الجودة PrismEval، ودعم عبر القنوات المتعددة (الهاتف، البريد الإلكتروني، الدردشة، المراسلة، وسائل التواصل الاجتماعي)، وتكاملات مسبقة البناء مع Amazon Connect وGenesys وSalesforce وTalkdesk، ونشر مزدوج لوكلاء مركز الاتصال وخدمة ذاتية، ونشر سريع خلال أيام، وادعاء بأن العملاء يمكنهم تكوين وكيل ذكاء اصطناعي في 5 دقائق. المنتج متاح الآن.
eGain (NASDAQ: EGAN) 发布了 eGain AI Agent 2，时间为 2025年10月14日，这是一个面向全渠道客户体验的混合AI解决方案，将概率性的大型语言模型推理与确定性工作流相结合，以提供基于 eGain AI Knowledge Hub 的 Assured Actions。
主要能力包括 PrismEval 质量保障服务、全渠道支持（电话、电子邮件、聊天、消息、社交）、与 Amazon Connect、Genesys、Salesforce 和 Talkdesk 的预构建集成、面向联系中心坐席和自助服务的双向部署、几天内快速部署，以及客户可以在 5分钟 内配置一个 AI 坐席的说法。产品现已 可用。
- 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
- 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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