Artificial Intelligence
Customer service
Knowledge management

Best AI Knowledge Platform for 2024 and Beyond!

Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation. As…

Published on: February 29, 2024Author: Anand Subramaniam
Artificial Intelligence
Customer service
Knowledge management

Generative AI and KM for Customer Service: BFFs that Assure Mutual Success

Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that! Gen AI helps KM Gen AI accelerates each step of the KM lifecycle on a modern knowledge platform. Discover: Identifying likely questions is the first, often-ignored, step to an effective knowledge…

Published on: February 13, 2024Author: Anand Subramaniam
Artificial Intelligence

Unlocking the Power of Knowledge Management: eGain Knowledge Academy’s “Knowledge Insights & Best Practices” Certification Program

Are you ready to embark on a transformative journey into the world of Knowledge Management? At eGain Knowledge Academy, we’re excited to introduce our comprehensive certification program, “Knowledge Insights & Best Practices.” Offered by eGain University™, it is a self-paced program, available online. It is designed to equip you with the skills and knowledge needed…

Published on: September 21, 2023Author: eGain
Artificial Intelligence

AI-Powered Coaching: Financial Therapist and Savior For Your Beleaguered Customer (and Business)

Consumers are experiencing financial stress–70% feel it with less than half of them having any kind of emergency funds, according to a CNBC survey published in April 2023. Among the reasons are inflation, economic uncertainty, and lack of savings. What if there is a panacea that can give them an actionable and achievable plan to…

Published on: June 26, 2023Author: Anand Subramaniam
Artificial Intelligence

10 Use-Cases for Leveraging Generative AI for Better CX and AX (Agent Experience)

Generative AI, in the form of OpenAI’s ChatGPT and other tools, is very much in the public eye at the moment. As a consumer searching for content or ideas, generative AI offers the promise of a clear, concise response that can be clarified or refined, albeit with a chance that it may be incorrect or…

Published on: May 31, 2023Author: eGain
Knowledge management

7 Ways Modern Knowledge Management Helps Slash Operational Costs

Because of inflation and the conflict in Europe, the economic outlook has been uncertain. Layoffs are rampant and you got the directive from the C-suite to cut operational costs yesterday! How do you go about doing it? Premier IT analyst firm Gartner has the answer. According to them, knowledge management (KM) is the #1 technology…

Published on: April 10, 2023Author: Anand Subramaniam
Artificial Intelligence
Knowledge management

Gartner MQ for Enterprise Conversational AI Platforms: eGain, The New Kid in the Block And The Only KM Vendor to be Included!

The 2023 MQ report for Conversational AI Platforms (CAIP) was just published. We did not participate in the 2022 MQ for CAIP, which I believe to be the first one in that space. Here is the good news: We entered the process this year and made it! This is a great first validation step for…

Published on: March 7, 2023Author: eGain
Knowledge management

Knowledge in the Flow of Work: The Essential Complement to Training in the Hybrid Workplace

“For nearly two years, companies have complained that they are caught in an unending cycle of hiring and training workers, only to see them leave in a matter of weeks or months. Constant recruiting and training drains management resources, and new hires often do not stick around long enough for that investment to pay off….

Published on: March 2, 2023Author: eGain
Customer experience
Knowledge management

A-dec Expands Its Internal Intelligence

Dental equipment manufacturer A-dec, based in Portland, Ore., sells its products not directly to dental practices but to distributors, which in turn provide the equipment to individual and group dental practices. Those distributors also service and repair the equipment. A-dec gives its distributors the necessary product specs and other information stored in its knowledge base….

Published on: February 9, 2023Author: eGain
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