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eGain Conversational AI
What eGain Conversational AI is
eGain Conversational AI provides customer, agent, and employee guidance from trusted knowledge across channels. Its customer self-service agent can be embedded on a website and hand conversations to SMS, email, or phone. The contact center product detects intent in real time, monitors conversations, and guides agents through complex interactions step by step. Supported chat channels include web chat, in-app messaging, Apple Business Chat, Facebook Messenger, SMS, and WhatsApp. AI Agent can also answer through Microsoft Teams, Slack, and Zoom and connect with CCaaS, CRM, and other systems. Listed knowledge sources include PDF, Word, and HTML files, websites, and the eGain Knowledge Portal. The self-service product lists five conversational AI agents, each limited to 10 million characters. Named contact-center integrations include Amazon Connect and Genesys. eGain Composer supplies APIs, Model Context Protocol servers, and SDKs. The cloud service is available through web access and APIs, with security and compliance credentials including SOC 2 Type II, FedRAMP, HIPAA, GDPR, and PCI DSS. A guided, no-cost 30-day pilot is available.
Who it suits
eGain suits organizations that need automated customer self-service, contact-center guidance, or employee answers from controlled knowledge sources. It also fits teams building connected applications through APIs, MCP servers, or SDKs.
What it does well
- Supports web, messaging, SMS, and WhatsApp channels
- Provides step-by-step contact-center guidance
- Connects with Amazon Connect and Genesys
- Offers APIs, MCP servers, and SDKs
- Includes human handoff and a 30-day pilot
What to know first
- No free plan
- Self-service lists five AI agents
- Each self-service agent has a 10-million-character limit
- Paid plan pricing is per resolution or user
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| eGain AI Agent | per resolution; or $25 per user per month · Suggested list price · Resolution pricing is also offered; product page defines a resolution as a customer conversation followed by 24 hours of silence | $0.50 a month |
As egain.com lists them, read 5 Oct 2026. The maker's own page has the final word.
Verdict
eGain Conversational AI combines self-service, agent assistance, channel coverage, and developer access in one cloud offering. Its documented usage limit and paid pricing model are important considerations when planning deployment.
Facts from eGain Conversational AI's own pages
- Agent assistance
- The contact center product detects intent in real time, monitors conversations, and guides agents through complex interactions step by step. · egain.com, 5 Oct 2026
- Browser access
- eGain’s application documentation says the Advisor Desktop is accessible using current versions of Chrome, Firefox, and Microsoft Edge. · help.egain.com, 5 Oct 2026
- Contact center platforms
- The contact center product page names Amazon Connect and Genesys as existing platform integrations. · egain.com, 5 Oct 2026
- Customer self-service
- The customer self-service agent can be embedded on a website and supports escalation to SMS, email, or phone. · egain.com, 5 Oct 2026
- Developer access
- eGain Composer provides APIs, Model Context Protocol servers, and SDKs for building AI-knowledge business applications. · egain.com, 5 Oct 2026
- Founded
- 1997 · egain.com, 28 Sept 2026
- Free trial
- The self-service product FAQ says eGain AI Agent is available at no charge for the first two weeks. · egain.com, 5 Oct 2026
- Headquarters
- Sunnyvale, California, United States · egain.com, 28 Sept 2026
- Integrations
- eGain says AI Agent can provide answers in Microsoft Teams, Slack, and Zoom, and connect to CCaaS, CRM, and other systems. · egain.com, 5 Oct 2026
- Knowledge sources
- The product page lists PDF, Word, and HTML documents, websites, and the eGain Knowledge Portal as content sources. · egain.com, 5 Oct 2026
- No-cost pilot
- eGain offers a guided, no-cost 30-day pilot with its implementation team. · egain.com, 5 Oct 2026
- Security and compliance
- eGain lists SOC 2 Type II, FedRAMP, HIPAA, GDPR, and PCI DSS among its security and compliance credentials. · egain.com, 5 Oct 2026
- Usage limits
- The self-service product page lists five conversational AI agents and a limit of 10 million characters per AI Agent. · egain.com, 5 Oct 2026
- What it does
- eGain AI Agent provides conversational guidance for customers, agents, and employees, using trusted knowledge to answer questions across channels. · egain.com, 5 Oct 2026
Where eGain Conversational AI stands on Freedom251
- Conversational AI Platforms#20 of 41