eGain has launched an AI agent for Zoom Contact Centre to provide real-time guidance, trusted knowledge, and automated actions during customer interactions.
eGain, an AI-powered knowledge management and customer experience automation company, has launched eGain AI Agent for Zoom Contact Centre, bringing AI-powered answers, real-time guidance, and automated actions directly into the Zoom platform.
The integration gives contact centre agents access to a single, governed knowledge source that provides certified answers during live customer interactions. It is designed to reduce handling times, improve first-contact resolution, and provide an auditable record for compliance-sensitive organisations. The solution is available through the Zoom App Marketplace.
Built on Zoom Contact Centre’s cloud-native, API-first architecture, the integration enables organisations to strengthen AI-assisted customer service by connecting every interaction to accurate, up-to-date, and policy-compliant knowledge.
Delivering Trusted Knowledge in Real Time
eGain AI Agent listens to customer conversations in real time, identifies customer intent, and surfaces relevant answers and next-best-action guidance before agents need to search for information. The platform also uses case-based reasoning to provide step-by-step guidance based on an organisation’s knowledge, policies, and procedures, helping agents deliver consistent and compliant customer service.
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When customer requests require action, the AI agent can query external systems and execute transactions without requiring agents to switch between applications. It also integrates with CRM and ticketing systems, enabling knowledge and actions to be delivered within existing workflows.
“Contact centres are under pressure to deliver faster, more consistent service while managing costs and compliance. By bringing eGain AI Agent into Zoom Contact Centre, we give organisations a way to put AI to work in live customer interactions with the confidence that every answer and action is accurate, compliant, and traceable,” said Ashu Roy, Chief Executive Officer, eGain.
Extending AI Across Contact Centre Platforms
The Zoom integration expands eGain’s existing contact centre platform integrations, which already include Amazon Connect, Genesys, and Talkdesk. It also forms part of the company’s AI Knowledge Connectors architecture, which unifies enterprise knowledge across contact centre platforms, business applications, AI models, and collaboration tools.
“Organisations are looking for practical ways to apply AI that improve customer experiences while maintaining trust and governance. This integration demonstrates how our open ecosystem enables customers to extend the value of Zoom CX with specialised AI solutions that drive efficiency, consistency, and better outcomes for both agents and customers,” said Kentis Gopalla, Head of Product, Zoom CX Ecosystem.
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