OVERVIEW
eGain Knowledge+AI™, the *top-rated knowledge management software, guarantees high-quality customer service by infusing your customer service agents with knowledge, making them as productive and educated as your best agents.
DESCRIPTION
features
Search Methods
- Keyword and intent-based search
- Natural language search
- Topic tree browsing
- Guided help, powered by patented AI reasoning technology, Case-Based Reasoning (CBR)
- Content federation: Federated search across website, contact center, enterprise, community and social content
- All access methods behind single search box
Search Navigation
- Relevance-ranked presentation of search results
- Keyword matching to metadata for concept or intent-based search, rather than plain keyword search
- Best practice guided help for process-centric searches, optimized for contact center agents and customer experience
- Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to guided help)
Source : http://www.egain.com
