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…
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…
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 &…
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…
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…
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…
Financial Coaching for Everyone!
Banking, Financial Services, and Insurance (BFSI) companies have long known that consumer financial wellness is their own financial wellness. After all, if consumers are better off financially, they can buy…
We like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)
There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions…
The Case for Case-Based Reasoning
AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process.…
Artificial Intelligence (AI) Knowledge: The Platinum Bullet for Customer Service Transformation
Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43% Communication service provider improves interaction compliance…
