eGain AI Knowledge Hub

What Analysts Say About eGain

Top score in the 2024 Gartner Critical capabilities report for the CRM customer engagement center for knowledge management, digital experience, automation of engagements, and composability Top score for Knowledge Management in the 2024 Gartner Market Guide for Customer Service Knowledge Management

Knowledge, the Foundation for AI-Powered Business Transformation

“By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals.”– Gartner, 2024 The Gartner quote underscores the need for AI and knowledge to work together as “AI knowledge.” Rated #1 by analysts and practitioners, the eGain AI Knowledge Hub is a rich, “whole-product” AI knowledge solution that has created transformational value at speed and scale for Global 1000 companies and government agencies alike. Among the components of the whole-product are:

• Rich technology: Content management, workflows, profiled content access, intent inference, search methods, generated instant answers, guided help, analytics, pre-built connectors to existing systems, and much more, powered by generative AI, conversational AI, and ML. Part of the Knowledge Hub is eGain AssistGPT™, a comprehensive, no-code, generative AI tool that helps agents, authors, and operations managers become more effective and efficient.
• Patented implementation method: We have perfected the art and science of creating quick business value from AI and knowledge from domain experience that spans over two decades and bottled it all in the eGain AI Knowledge Method™.
• Value modeling service: A 360-degree approach to modeling the business value of AI knowledge, based on our experience drawn from similar assessments from hundreds of clients.
• Risk-free pilot: Our unique “Innovation in 30 days” pilot is a no-risk approach to experiencing our solution before investing in it. We provide expertise and guidance for success at no charge.
• Full-spectrum services: 24×7 support, managed services, and educational services through in-person training and free, online courses through a one-of-a-kind Knowledge Academy™.
• Ecosystem: Our ecosystem consists of technology vendors, SI and channel partners, developers, and more. With a rich API library and pre-built connectors to partner technologies, we have a marketplace as well as easy-to-access presence in third-party marketplaces.

eGain AssistGPT™

Part of the eGain Knowledge Hub is eGain AssistGPT™, a comprehensive, no-code, generative AI tool that helps agents, authors, and operations managers become more effective and efficient.

Success@Scale

Our clients have turbocharged knowledge creation, curation, and value generation 5X and boosted search success 6X with our Generative AI capabilities, backed by a trusted foundation of content and knowhow, all orchestrated in the eGain AI Knowledge Hub. 30 points improvement in Net Promoter Score Leading telco improved Net Promoter Score by 30 points, First Contact Resolution by 37%, and training time by 50% across 13,000 contact center agents and retail store associates 70% call deflection Mammoth federal agency deflected up to 70% of calls, boosted taxpayer service by 400%, and reduced case handling time by 25% 25M inquiries per year 8000 agents at a leading BPO rely on eGain Knowledge to deliver personalized service to millions of employees at Fortune 500 companies 33% reduction in agent training time Leading health insurance provider sustained customer service quality and cut agent training time by 33% even when their entire contact center had to go remote when Covid hit 67% improvement in speed to answer Hypergrowth SaaS company improved agent confidence by 60%, answer consistency by 62%, and speed to answer by 67%

Enrich Self-service

Wow your customers with hyper-intelligent self-service eGain AI Knowledge Hub allows you to publish customer-facing knowledge directly to your website so that customers can self-serve, providing a great customer experience and reducing the need for agent contact. Articles and step-by-step process guidance can be published into self-service portals, which can be styled to match the company branding and seamlessly embedded within the company website(s). Contextual knowledge can be pushed proactively to the user, relieving them of cognitive burden and reducing customer effort. Our Instant Answers™ capability not only find the answer in a long document but can also stitch together the answer by compiling relevant information from multiple documents. Also available is enterprise-grade virtual assistance in the eGain Virtual Assistant™ that can be deployed on your website, mobile app, and even agent-assisted digital channels for initial engagement and triaging. Where escalation is needed, the Virtual Assistant passes the context to agents for a seamless transition to human-assisted service. Moreover, the Virtual Assistant is able to use enterprise data to personalize responses to returning or authenticated users. Botmasters and analysts can measure, manage, and optimize the Virtual Assistant’s operation by leveraging past customer conversations to further train and improve its performance.