#1 AI Knowledge Platform
eGain AI Knowledge Hub
What Analysts Say About eGain
eGain Wins KMWorld Magazine’s KM Promise Award for 2023
Why settle for anything but the best?
Top score in the 2023 Gartner Critical capabilities report for the CRM customer engagement center for total score in knowledge management, digital engagement, and composable experience platform
KnowledgePromise™ Award from KMWorld Magazine for 2023-24 for cutting-edge KM innovation and sustained value creation
Knowledge, the Foundation for AI-Powered Business Transformation
– Gartner, 2024
- 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
Watch ESB Networks webinar – Generative AI for Customer Service: Success Stories and Lessons Learned
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
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.
Augment Agents
eGain AI Knowledge Hub features Instant Answers™, which is powered by generative AI. For example, it can pinpoint and highlight the answer in a long document or compile answers from multiple sources, while providing attribution. Generative AI also helps classify queries, summarize conversations, and generate responses. Also included are multiple search methods such as traditional keyword and faceted search. The hub can also federate answers from third-party content sources such as SharePoint repositories that may already exist in the enterprise.
Powered by AI reasoning, conversational guidance helps agents resolve customer more complex problems and provide situational advice like a trained expert would. The guidance can be personalized to the experience level of the agent. For example, experienced agents may be allowed to take shorter paths to resolution or skip the guidance altogether.
Our clients see up to 35% improvement in First-Contact Resolution, 20% improvement in Net Promoter Score, 50% reduction in training time, and up to a 100% increase agent speed to competency.
Delight Authors
- Content management: End-to-end content management capabilities, including collaborative authoring, author productivity tools such as WYSIWYG editing, macros, taxonomy management, workflows, and multilingual support. Generative AI helps create, improve, and brand-align content, generate summary and keywords, and organize articles into topics
- AI authoring: Case-base authoring for conversational guidance, conversion of flow charts, policies, procedures into guided processes, using both generative and case-based reasoning
- Knowledge delivery: Single-sourced, staged publishing, easy portalization, and one-to-one personalization
- Compliance: Compliance across access, workflows, and conversations
Leverage Insights
eGain AI Knowledge Hub comes with extensive analytics to optimize the knowledgebase across content, intent, guidance, usage, and effectiveness. You can get answers to questions such as the following:
- What questions are being asked by customers?
- Are we able to answer them correctly?
- Are agents using knowledge and guidance effectively?
- Is the feedback loop driving improvement?
- What is the impact of the knowledge-base on metrics pertaining to the agent, business and customer experience?
Moreover, generative AI helps extract insights from reports and raw data from customer feedback and create suggestions for improvement.
Connect The Dots
Built with an open, BYO (Bring Your Own) architecture, eGain AI Knowledge Hub comes with pre-built connectors to leading CRM, ECM (Enterprise Content Management), and DM (Document Management) systems. Moreover, the architecture allows you to plug in any third-party bot, desktop, or channel into the hub. For example, you can embed eGain AI Knowledge into a Salesforce desktop, integrate with bots such as Google Dialog Flow, IBM Watson, and home-grown bots, or leverage any LLM—OpenAI’s GPT-4 or Google Bard, for example. The ability to embed knowledge into the workflow of your agents and push contextual knowledge and guidance to agents makes the difference between success and failure in knowledge implementations.
Knowledge Everywhere
You can create trusted knowledge in one place and deploy it in personalized portals, multiple modes in the flow of work such as third-party desktops or widgets on websites and mobile apps, multiple languages, and interaction channels. Single-sourcing content and guidance ensures consistency and compliance and builds trust in the knowledge-base, which drives up adoption and value creation. Moreover, eGain AI Knowledge Hub supports 30 languages out of the box and is configurable to be able to interpret, classify, and respond to customer messages in any of these languages.
- Generative AI
- Conversational AI
- Machine Learning
- Case-Based Reasoning
- Natural Language Processing
- ML is used for intent classification and entity extraction
- Case-based reasoning is used for conversational guidance and decision-making
- Generative AI is used to automate knowledge management tasks while making it easier for agents and customers to find answers
