About AI Services

eGain AI services include Instant Answers and AssistGPT capabilities. Portal templates support Instant Answers and typeahead semantic suggestions to display search results. This feature enhances search capabilities and provides a smoother and quicker experience for agents and customers by providing instant answers extracted from the knowledge base. Instant Answers are available for agent portals, anonymous customer portals, and authenticated customer portals.
AssistGPT is a powerful tool that helps authors and agents find quick and efficient solutions by using the prompts in the Advisor Desktop and the Knowledge Console, respectively. These prompts are created in the AI Console and are visible only if the AssistGPT services are enabled in the application.

Important Terms

Instant Answer

An Instant Answer is an answer that is generated by the designated search APIs in response to a search query, without the user having to navigate away from the search results. When a user inputs a search query on the portal, an instant answer is presented in the search results, either extracted from the article, (also known as an Extractive Instant Answer), or generated by the Generative Instant Answers API that encapsulates the essence of the article in relation to the search query.

Semantic Suggestions

Semantic searches are implemented with the purpose of enhancing search suggestions. This is achieved by incorporating user intent and the semantics of words and phrases in order to retrieve the most suitable information. This approach transcends mere "keyword matching" by leveraging data that is most closely associated with the entered search query. For example, to find an article, say, "Reset your account details," a user can either input any term from the article's name, which will yield the desired search outcome through a keyword matching technique, or the user can phrase their query as "Forgot password" or "how do I reset my username?" that is better suited for semantic suggestions. With the Instant Answers capability, users are presented with semantic suggestions while running a search on the self-service or agent portal. This setting can be enabled from the Administration Console. For more, information, see Configuring AI Services Settings.

Extractive Instant Answers

When a user runs a search on the portal, the best possible answer catering to the context, search query, content, and confidence is extracted as a direct quotation from the article and is presented as an Extractive Instant Answer. 

Generative Instant Answers

When the Use Generative AI to construct an Instant Answer setting is enabled in the Administration Console, based on the context, the query, the content, and confidence in the answer, the system generates the best possible answer that is then displayed in the search results. This answer could contain references from one or more articles. 

AssistGPT

AssistGPT is a comprehensive zero-code solution that brings the power of Generative AI to agents and authors. From the AI Console, you can create prompts to leverage the AssistGPT capabilities for authors and agents. These prompts can be utilized for various purposes such as content generation, generating email responses, auto-classification, summarization, and more. For more, information, see the AI Console help.