AI Knowledge Case Study

Leading utility turbocharges knowledge build 5x and findability 6X with AI Knowledge

Introduction

Founded in 1927, this utility company serves 2.6 million customers, providing reliable electricity to homes, businesses, and crucial services like hospitals. However, they were facing challenges in customer service due to a weak knowledge base.

This case study shows how eGain’s AI knowledge platform helped them build a more efficient knowledge system, automate workflows, and improve both agent and customer experiences. With the combined power of eGain Knowledge Hub™ and Generative AI, they sped up knowledge creation by 5 times and improved the ability to find information by 6 times.

Challenges

Customer service is vital for utilities because:

  • Businesses need constant power to operate.
  • Hospitals rely on electricity for life-saving equipment.
  • Consumers need power for essential tasks, including life-supporting medical devices.

The company faced several challenges:

  1. Variety of Customer Questions: Agents dealt with different types of calls, like billing, fault reports, emergencies, and general inquiries.
  2. Outdated Knowledge System: Their old system had:

    3. – Poor search features.
    – Weak knowledge management workflows.
    – Outdated information.

  3. No Single Source of Truth: Information was scattered across various sources, leading agents to make up their own answers.

Barriers to Improvement

  • The new system needed to earn the trust of the agents.
  • It had to make finding accurate, consistent, and compliant answers easy.
  • The system had to show results quickly.

Why eGain

The utility chose the eGain Knowledge Hub because it:

  • Met their long list of requirements for agents, authors, and customers.
  • Made finding accurate answers easy and fast.
  • Came with connectors to their existing systems.
  • Had expertise in the utility sector.

Results

The new AI-powered system improved agent productivity, customer satisfaction, and overall performance. Key outcomes included:

  • 5X Faster Knowledge Building: Using eGain’s AI tools, the team created and updated knowledge 5 times faster.
  • 6X Improvement in Finding Answers: The solution achieved 98% success in helping agents find the right answers quickly.
  • Less Work for Agents: Level-1 agents could solve more complex problems without needing help from Level-2, reducing call volume for higher-level support.
  • Happier Agents: Agents found the new system intuitive and easy to use, boosting their satisfaction.

What’s Next with eGain

The utility plans to explore more Generative AI features like eGain Instant Answers™, aiming to further reduce agent effort and enhance customer service.

Conclusion

This case study highlights how eGain’s AI knowledge platform can significantly improve customer service. The utility’s ongoing innovation with AI—both generative and conversational AI—promises to keep transforming their customer service experience.

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