Model Context Protocol (MCP)

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Welcome to the Knowledge MCP Guide. The Knowledge MCP unifies three capabilities—semantic search, context retrieval, and generative/extractive answering—into a single interface for accessing your organization's knowledge. It lets developers quickly search for relevant content, retrieve raw chunks for RAG or analytics, and deliver Certified or Generative Answers backed by references, scores, and metadata. By consolidating these functions into one MCP compatible with MCP-enabled clients, teams can integrate knowledge access into their workflows with less effort and greater consistency.

MCP Diagram

Key Features

  • Unified Access: One MCP endpoint integrating major knowledge-retrieval APIs for easy access to your eGain knowledge base.
  • Flexible Workflows: Mix and match tools to get from "Search" to "Answers" in one seamless flow.
  • LLM-Friendly Design: JSON outputs optimized for MCP-friendly LLM consumption.
  • Cross-Client Compatibility: Works with a wide range of environments such as Claude, Cursor, your LLM client, and more.

Common Use Cases

  1. Intelligent Customer Support Automation Build AI-powered chatbots that seamlessly integrate with your eGain knowledge base to provide instant, accurate customer assistance.
  2. Agent Knowledge Enhancement Empower your human support agents with AI assistance that provides instant access to relevant knowledge base content during customer interactions.
  3. Unified Knowledge Access Enable seamless access to company knowledge across multiple portals and systems for improved employee productivity.

Example Workflow

User Query:

"What are the employee holidays for the employees on the eGain portal?"

MCP Steps:
1. MCP grabs the query and formats it into a request.
2. MCP scans state of authentication to determine whether user needs to log in.
3. Request is made with the required parameters and MCP waits for response.
4. Response returned to client:

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{
  "answer": {
    "answerType": "extractive",
    "answerValue": "The holidays for the year 2026 are New Year's Day, Thanksgiving, and Christmas.",
        ...
    }
}

Client Response

"The holidays for 2026 for eGain employees are: New Year's Day (January 1st), Thanksgiving Day (November 26th), and Christmas Day (December 25th)."

Supported Hosts

The eGain MCP Server is compatible with a wide range of AI development environments and tools:

  • Claude Desktop - Desktop application with MCP support
  • Cursor - AI-powered code editor with MCP integration
  • Claude Code CLI - Command-line interface for Claude
  • Windsurf - AI development environment with MCP support
  • VS Code - Popular code editor with MCP extensions
  • npm/stdio - Direct command-line usage via npm package