eGain vs Haptik

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.

No/low-code studio for building custom AI agents deployed across web, chat and voice, with model choice (GPT, Llama, Claude), 100+ integrations and grounded guardrails.

Haptik's reservations agent: it takes a booking, confirmation, change or cancellation through natural conversation across chat, voice and web -- cinema tickets, travel reservations, appointments -- and automates the scheduling, reminders and follow-ups around it.

Haptik's support agent: built on a brand's own unstructured content to resolve brand-related queries at scale across chat and voice channels, taking routine load off human agents and handing over what it cannot close.

Haptik's top-of-funnel agent: it works a prospect through their questions, collects the details a sales team needs, books the test drive or site visit inside the conversation, and hands a qualified lead to sales with the KPIs of its own performance tracked.

Haptik's commerce agent: it searches a merchant's product catalogue with embeddings to surface what a shopper is asking for, answers comparison and preference questions beyond the spec sheet, guides the purchase and reduces checkout drop-off.

Analyzes customer-service conversations and human/AI agent performance.

WhatsApp business messaging tool for small retailers, sold separately from the enterprise platform.

Assists human support agents with contextual AI suggestions during live chat conversations.

AI-powered voice agents automating inbound/outbound calling for lead qualification, recommendations, bookings and support in 100+ languages, without traditional IVR.

Customer-service platform running AI agents alongside human agents across a company's support channels.

Builds conversational assistants for customer support and commerce across chat and messaging channels.