Developer Guide for eGain Composer Platform

Overview

This guide covers eGain Composer, a comprehensive AI-powered knowledge management and retrieval engine that enables intelligent content discovery, agentic workflows, and personalized user experiences across multiple interfaces. It outlines how you, as a developer, can interact with eGain’s services—from ingestion to delivery—across various channels such as web portals, help centers, and conversational apps.

Architecture

Composer Architecture

Data Sources

The platform ingests content from three primary sources:

  • Conversations : User interactions, call and chat transcripts
  • Content : Documents, articles, and media files
  • Data : Structured datasets and databases

These sources feed into a centralized Content/Data Lake that serves as the foundation for all downstream services.

Core Platform Components

Content/Data Lake

  • Purpose : Centralized repository for all ingested content and data
  • Features :
    • Scalable storage for multi-format content
    • Data preprocessing and normalization
    • Version control and content lifecycle management
  • Integration : Feeds processed content to retrieval engine

Retrieval Engine

  • Purpose : Intelligent content discovery and matching engine
  • Capabilities :
    • Vector-based semantic search
    • Hybrid search combining keywords and embeddings
    • Real-time indexing and updates
    • Relevance scoring and ranking
  • Output : Provides relevant content chunks to downstream APIs

Agentic Apps

  • Purpose : AI-powered autonomous applications that can take actions
  • Features :
    • Goal-oriented task execution
    • Multi-step reasoning and planning
    • Integration with external tools and services
    • Context-aware decision making

API Layer

Ingestion APIs

Key Features:

  • Bulk Content Import : Import large volumes of content from legacy knowledge management system
  • Content Validation : Pre-import validation to ensure content quality and compliance
  • Job Management : Track and manage import operations with detailed status monitoring
  • Scheduling : Schedule imports for off-peak hours to minimize system impact
  • Real-time Monitoring : Monitor import progress and access detailed logs

Knowledge APIs

Key Features:

  • Access Controlled View : Role-based permissions and content filtering
  • Personalized : User-specific content recommendations and customization
  • Event-driven : Real-time updates and notifications

Search APIs

Key Features:

  • Content-aware Retrieval : Understanding of document structure and context
  • Chunks or Articles : Flexible granularity for search results
  • Relevance Rank : Advanced scoring algorithms

Answer APIs

Key Features:

  • Consumable : Ready-to-use formatted responses
  • Best Answer : Quality-ranked response selection
  • Source(s) Attribution : Transparent citation and provenance

Agentic APIs

Key Features:

  • Conversational Turns : Multi-turn dialogue management
  • Global Context : Persistent memory across sessions
  • Guided Actions : Structured workflows and decision trees

Experience Design Layer

Web Portals

Target Users: Agents, Customers, and Employees

Features:

  • Web Page : Responsive web interface
  • Personalized : Driven by user permissions, scopes, and preferences
  • Configurable Content/Look : Themeable UI and layout options

Conversational Apps

Target Users: End users seeking interactive AI assistance

Features:

  • Widget/Chatpage : Embeddable chat interfaces
  • Personalized : Context-aware conversations
  • Configurable Experience : Customizable chat flows and responses