Overview
Engati is a comprehensive AI-driven customer experience platform that bridges the gap between automated self-service and human-led support. Its technical architecture is built on a proprietary Natural Language Understanding (NLU) engine supplemented by 'eSense,' an LLM-based generative AI layer that allows for zero-training bot deployment using existing documentation. By 2026, Engati has solidified its position in the market by offering deep vertical integrations and one-click deployment across 15+ channels including WhatsApp, Instagram, and MS Teams. The platform distinguishes itself with a hybrid approach: a visual no-code flow builder for structured workflows and GenAI-driven conversational agents for unstructured queries. Its enterprise-grade infrastructure supports massive concurrency, making it a preferred choice for mid-to-large enterprises in banking, retail, and education. The 2026 roadmap focuses heavily on 'Autonomous Agents' that can execute complex API-driven tasks without pre-defined flow paths, positioning Engati as a core orchestrator in the enterprise AI stack.