AI Knowledge: eGain Services

eGain includes a complete suite of services—business consulting service, piloting, implementation, post-deployment value assessment, managed services, educational services, optimization, and value expansion—to deliver a “whole product” in the AI knowledge application space. The services are built on a proprietary methodology called the eGain Knowledge Method™, which is designed to create quick business value with AI knowledge, based on more than two decades of experience in this space.

The modeling service takes a 360-degree approach to estimating AI knowledge value to help businesses justify their investment. For example, in the context of customer service/contact centers in Manufacturing, CSPs and utilities, it considers cross-industry metrics such as First-Contact Resolution, Average Handle Time, and call deflection as well as hidden value from less-known, industry-specific metrics such as reduction in product exchanges/returns and reduction in unwarranted truck rolls.

A one-of-a-kind way to derisk your investment, eGain Innovation in 30 Days™ is a no-charge production pilot with expert guidance to success. Businesses can experience our solution free of charge for 30 days with their use-cases and content.

Based on a revolutionary implementation method, based on decades of domain expertise, called the eGain Knowledge Method, our implementation services generate quick business value. We agree on a three-year transformation program with clients that entails mutual agreement on a three-year vision and plan and implemented with quarterly operational reviews and annual executive reviews to ensure that the program is on track to help achieve the vision.

eGain offers a complete suite of educational services, including instructor-led classes and online training through eGain University. Specific to AI knowledge applications, eGain offers an array of online courses through its Knowledge Academy™, which includes classes for practitioners, managers, and even executives. The company has also published a popular educational book through John Wiley, called Knowledge Management for Dummies™, which covers the entire KM spectrum from content management to AI.

eGain provides extensive managed services to help operate and optimize its systems. Examples include content migration, creation, and maintenance, systems admin tasks such as workflows and configuration, and analytics to measure and manage.

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