eGain Amps Up Search Functionality for Agents and Customers

eGain recently introduced a multidimensional search function to its knowledge agent and its self-service product lines. In essence, it is two sides of the same coin in that it provides the same functionality to both the agent desktop and the computer screen that a customer uses when searching for an answer.

The feedback the company has received since it added what it has dubbed “multisearch” to these products has been positive from both quarters, Anand Subramaniam, vice president of marketing, told CRM Buyer.

“In fact, it is helping us win new deals,” he said.

The company is already working on enhancements that it plans to roll out in the coming months.

Multisearch, which is embedded in the eGain SelfService and eGain KnowledgeAgent products, offers several tiers of functionality in a simple search box.

Users — agents or customers — can search for a topic by any number of metrics, including keyword, metadata, natural language and intent-based search; question-matched search; and CBR (case-based reasoning)-guided help. In the advanced version of eGain SelfService, search with a virtual assistant interface is also available.

Multisearch approaches the content itself differently than typical search systems do — federating and then presenting search results across website, contact center, enterprise, community and social content, Subramaniam explained.

Multiple Access Points

“Multisearch pulls in results from multiple access methods and tells the user where it found the information,” noted Subramaniam.

“How it conducts the search depends on the user. It can search by keyword or via topic trees or through a guided session or via a chat bot — whatever it takes to ultimately find the answer.”

Like GPS

Subramaniam likened the process to using a GPS device.

“A GPS device will pull up multiple routes for someone to get to his destination. The user can then pick the one he wants to travel. With multisearch, a user may prefer a guided help session or may simply want to slog through the search hits. Someone else may prefer a topic tree.”

Coming Up

Future changes will focus on how search results are ranked.

“We plan to make it more configurable, so businesses can better rank results and have more input into what weights they might want to give,” said Subramaniam.

eGain plans to provide additional access to the search product, such as a speech-to-speech interface for the chat function.

“Also, we want to serve up the knowledge agent on mobile widgets, so we are working on that,” Subramaniam added. “In general, we are focusing on more capabilities for social publishing and knowledge harvesting.”

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