Saturday, October 18, 2025
eGain Corporation, a global leader in AI-driven customer experience (CX) automation powered by Trusted Knowledge™, has officially introduced eGain AI Agent 2 for Omnichannel CX Automation at its Solve25 user conference. This advanced solution marks a significant leap in enterprise AI, addressing key issues around reliability, accuracy, and consistency that often challenge CX leaders. Built on the eGain AI Knowledge Hub™, the innovation ensures Assured Actions by merging hybrid AI reasoning with powerful quality assurance capabilities.
In today’s rush to integrate AI into customer experience, many enterprises face hurdles like fragmented knowledge systems, inconsistent responses, and poor management of complex or compliance-heavy workflows. eGain’s AI Agent 2 directly tackles these concerns with a robust, enterprise-grade architecture focused on dependability and performance.
At the core of eGain AI Agent 2 lies the company’s proprietary AI Knowledge Hub, designed to provide accurate, up-to-date information across the enterprise. This ensures that every agent interaction is guided by Trusted Knowledge rather than unverified data. The platform’s hybrid AI approach blends two critical reasoning methods:
Probabilistic reasoning from large language models for flexible, natural interactions
Deterministic reasoning for multi-step, rule-based workflows demanding precision — particularly vital in compliance-driven industries
This dual-engine model enables eGain’s AI agents to handle both routine conversations and intricate processes with equal efficiency, maintaining high accuracy throughout.
One of the defining features of the new AI Agent 2 is PrismEval™, eGain’s built-in quality assurance service. Unlike typical AI agent systems that often lack proper validation mechanisms, PrismEval continuously evaluates and optimizes how AI-generated responses align with the organization’s trusted knowledge sources. This process minimizes the risk of misinformation or “AI hallucinations,” ensuring users always receive consistent and fact-based assistance.
Through its innovative architecture, eGain AI Agent 2 delivers what the company calls Assured Actions—consistent and reliable responses every time, in every context. This capability is especially crucial for building long-term customer trust and ensuring compliance with strict industry standards.
Designed with enterprise scalability in mind, eGain AI Agent 2 offers a full suite of deployment and integration options:
Omnichannel support across chat, phone, email, messaging, and social media
Dual deployment for both customer self-service and contact center agents
Pre-built integrations with leading platforms like Salesforce, Genesys, Talkdesk, and Amazon Connect
Rapid setup, enabling businesses to go live in days instead of months
Instant configuration, allowing users to sign up and set up their own AI agent within minutes on 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 at Rogue Credit Union. “We expect the recently deployed solution to improve both the customer and agent experience while improving our operational metrics.”
With its combination of trusted knowledge, hybrid AI intelligence, and real-time quality assurance, eGain’s latest innovation sets a new benchmark for enterprise-grade AI automation in customer experience.
To join our expert panel discussions, reach out to sudipto@intentamplify.com
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