eGain has launched AI Agent IVA, a virtual assistant designed to handle customer inquiries through natural language conversations rather than scripted phone menus or decision trees.
The system is powered by eGain’s AI Knowledge Hub, which draws on a governed enterprise knowledge base to deliver accurate, personalized guidance without customers needing to navigate dial trees, repeat themselves, or wait on hold.
“The quality of a customer response depends entirely on the quality of the knowledge behind it,” said Ashu Roy, CEO of eGain.
“AI Agent IVA is built on eGain’s governed knowledge base, where every article is structured, maintained, and AI-ready. That foundation is what allows IVA to handle real customer conversations accurately and naturally without the ongoing overhead of managing decision tree logic.”
The launch addresses common issues with traditional automated phone systems, where users often struggle with long menus or are unable to reach live support.
AI Agent IVA instead retrieves information directly from maintained knowledge content to deliver answers in real time, aiming to reduce handling time and escalation rates.
The platform supports voice interactions, integrates with existing CRM and contact centre systems, and operates across time zones. It also allows escalation to human agents when required, with full conversation context retained.
For more information about eGain - visit the eGain Website
About eGain
eGain is the #1 AI Knowledge Platform for Customer service. eGain AI Knowledge Hub and AI Agent help improve experience and reduce cost by delivering instant, trusted answers to agents and customers at every interaction. Find out more about eGain
Author: Robyn Coppell
Reviewed by: Megan Jones
Published On: 6th May 2026
Read more about - Latest News, eGain
