Decagon vs eGain

A/B-testing suite for AI support agents: structured experiments (tone, logic, flows) against live traffic with control groups, statistical-significance testing and gradual rollout.

Dashboards and natural-language querying ('Ask AI') over support data: CSAT/deflection performance tracking, heatmaps, customer-journey visualization and knowledge-base performance.

Analyzes support conversations to detect gaps in a company's help center and auto-generates draft articles, ranked by impact, with monthly updates.

Integrated testing suite (internally called 'Simulations') that validates AI-agent behavior across channels before production deployment.

Always-on monitoring and QA for AI and human agent interactions against custom quality criteria.

Builds and runs customer-support agents that resolve enquiries over chat, email and voice.

Decagon's chat channel — an AI agent that handles live customer conversations in a web or in-app chat surface.

Decagon's email channel — agents that read and answer customer email threads rather than routing them to a queue.

Decagon's voice channel — an AI agent that answers customer phone calls in place of a hold queue.

Decagon's authoring layer for the rules an AI support agent follows, so non-engineering teams can build, iterate on and scale agents.

An AI partner built into Decagon that helps teams build and improve support agents — distilling best practices from hundreds of Decagon deployments into guidance for the builder, and auto-tuning the agent via "Duet Autopilot," which improves it with every conversation it handles.

Knowledge foundation for enterprise AI and customer-experience automation that serves trusted, consistent, compliant knowledge to every AI interaction.

Omnichannel customer-engagement hub that unifies messaging, social, chat, email, cobrowse, video and phone conversations, answers from the knowledge hub, and uses GenAI to draft and personalize agent responses.

An application that delivers contextual answers and guidance to contact center agents using AI search.

An application that provides personalized answers through portals, widgets, and APIs using AI search.

Quality assurance for AI answers: runs evaluation benchmarks before answers go live, scores every AI interaction across channels for retrieval, generation and completion, tracks regressions, and recommends specific fixes such as merging duplicate content.

A free tool that identifies the questions customers ask most and tracks conversation analytics.

AI agent that automates customer resolutions grounded in an enterprise knowledge base, for customer self-service and for contact-centre agents; priced per resolution or per user.

A conversational AI agent built into eGain products that writes articles, creates reports and builds agentic workflows.

Studio for building, deploying and governing AI agents that resolve customer requests end to end: Genie turns process documents and SOPs into agentic workflows, agents are coordinated through MCP and A2A, and a library of best-practice workflows is the starting point.