This Thursday, eGain Corporation and Talkdesk entered a strategic partnership to leverage AI in order to modernize customer service expectations with fresh knowledge management and digital capabilities for service agents.
eGain is a provider of customer engagement knowledge platforms, and the firm’s CEO, Ashu Roy, noted:
Per Gartner, knowledge management is the #1 technology to elevate stakeholder experiences and operating performance in a digital world. Our integrated solution will help businesses move the needle on customer experience.
Moreover, Talkdesk, experts in cloud contact center solutions, are leveraging the AI partnership to launch its Talkdesk-eGain Connector. This application embeds eGain capabilities into the Talkdesk Agent Workspace ecosystem.
Perspective enterprise end-users can access the new solutions via both companies’ marketplaces – the applications are listed as Talkdesk AppConnect and eGain Marketplace, depending on the platform. Moreover, mutual clients of Talkdesk and eGain can access Talkdesk-eGain Connector.
William Welch, the President and COO at Talkdesk, noted:
Studies consistently show that an improved customer experience increases customer loyalty and brand trust. Together, Talkdesk and eGain are committed to helping businesses realize this potential during every customer interaction. Organizations are increasingly recognizing this and evolving their contact centres to improve outcomes and fuel business growth.
With new solutions, Talkdesk and eGain’s new AI solutions distribute personalized answers and conversational guidance to agents to improve customer journeys and experiences.
Talkdesk provides its AI prompt and responses based on contextual information from the firm’s database and other criteria, including agent experiences.
Moreover, the Talkdesk-eGain Connector application allows agents to enhance digital interactions via AI abilities that will enable customer-facing staff to co-browse web content while also solving queries on the phone. Moreover, the solutions secure improved collaboration opportunities between agents and customers.
Age of AI for Customer
The news comes as Salesforce announced pricing for its much-anticipated AI-powered services Service GPT, Sales GPT, Einstein GPT Trust Layer, and AI Cloud.
Clara Shih, the CEO of Salesforce AI, noted that the firm’s new AI-driven productivity and efficiency benefits stemming from its applications ensure that enterprise-grade trust and data security considerations are met at all levels of an organization.
Moreover, Salesforce promotes an open ecosystem approach to AI plans that secure positive ROI outcomes, allowing clients to leverage flexible solutions to suit numerous use cases and campaigns.
The firm is pricing its Sales GPT and Service GPT products at $50 per user per month as part of the Sales Cloud Einstein package. On the other hand, Salesforce surprised audiences with the price of AI Cloud, with the starter pack setting businesses back $360,000.
Equally, industry giant Microsoft also jumped into the AI CX game when it launched CoPilot during Microsoft Inspire 2023, whereby it also debuted CoPilot Sales for CX use cases.
Microsoft is pricing Copilot at $30 per user per month, and its Sales features will provide healthy competition to Salesforce’s GPT portfolio. According to Microsoft, the service puts “thousands of skills at your command” by boosting productivity and enabling clients to deal more closely with large scale customer-bases.
Notably, Microsoft announced Sales Copilot as part of its Dynamics 365 package; the service will include AI-generate services such as opportunity summaries, contextualized email drafts, meeting preparations, Teams call summaries, and email thread summaries.
