Customer self-service is considered the “killer application” for AI. However, unless best practices are followed, customer self-service might degrade quickly into customer disservice causing defection instead of delight. Here are some practices that have enabled our Global 1000 clients to achieve up to 90% call deflection while building the brand at the same time! 1….
Introduction: The AI Revolution’s Unintended Consequence Enterprise automation has created an unexpected operational challenge. While self-service AI agent technology handles an increasing proportion of routine customer inquiries and delivers measurable efficiencies, it has simultaneously transformed contact centers into high-pressure environments where agents exclusively manage the leftovers – complex, emotionally charged interactions. The financial implications are…
The Promise That Fell Short AI Co-pilots promised transformative improvements for contact centers, yet most enterprises still struggle to realize significant value. With Gartner projecting that 60% of poorly grounded AI initiatives will be abandoned by 2026, CX leaders must urgently rethink their approach. Despite significant effort and investment, trust is limited, adoption remains low,…
In today’s rapidly evolving business landscape, the promise of Generative AI to transform customer service operations has captured the attention of executives across industries. However, as many organizations have discovered, there’s a significant difference between experimenting with GenAI and successfully implementing enterprise-ready solutions that deliver measurable ROI. At eGain, we’ve observed a consistent pattern: businesses…
In today’s competitive business landscape, the success of a merger or acquisition hinges on how quickly two companies can act as one unified entity. While systems may take months or years to integrate, customers and stakeholders expect a seamless experience from day one. This disconnect creates one of the most challenging aspects of any merger:…
Introduction: The Dawn of a New System of Record Enterprise architecture has historically centered around critical systems of record—ERP for financial data, CRM for customer relationships, HCM for employee information. These foundational platforms have powered enterprise operations for decades, establishing the guardrails and frameworks that enable reliable business processes. Today, we stand at the cusp…
In the corridors of many venerable industrial firms across America, a crisis is quietly unfolding. The experts who have for decades kept production lines running, electrical grids functional, and complex chemical processes optimized are heading for the exits. According to the Bureau of Labor Statistics, approximately 10,000 baby boomers reach retirement age each day, with…
In the high-stakes arena of customer service, knowledge management has long been the difference between market leaders and laggards. Knowledge Centered Service (KCS), a methodology that integrates knowledge creation and maintenance into the workflow, promised to transform service operations. Yet despite its elegant design, many organizations found the implementation unwieldy, caught between documenting solutions and…
In today’s digital landscape, organizations are drowning in content spread across multiple platforms—SharePoint libraries, Confluence wikis, company websites, and CRM knowledge bases. Yet, when it comes to delivering accurate answers quickly, this wealth of content often becomes a liability rather than an asset because it may not be correct, consistent, or compliant. The Knowledge Management…
AI will revolutionize customer service. According to the McKinsey Global Institute, AI can enhance productivity by up to 45% in customer service operations. However, most AI projects in customer service are struggling to get beyond the cool prototype. What’s the problem? Could it be that these projects are missing a key ingredient? Here’s a new…
