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…
Why Buying Beats Building to Deliver Value at Speed and Scale AI is transforming business like never before, positioning itself as the most disruptive technological force of the last 25 years. The hype is not just noise—companies are putting their money where their mouth is. U.S. businesses are projected to spend a staggering $300 billion…
Gartner just published the much-awaited Critical Capabilities Report for the Customer Engagement Center for 2025 (client subscription required.) Though not a surprise, we were ranked again at the very top in each one of the critical capabilities for our market space—knowledge management, digital engagement, automation of engagements, and composability! This recognition comes hot at the…
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 lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation. As…
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 accelerates each step of the KM lifecycle on a modern knowledge platform. Discover: Identifying likely questions is the first, often-ignored, step to an effective knowledge…
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 & Best Practices.” Offered by eGain University™, it is a self-paced program, available online. It is designed to equip you with the skills and knowledge needed…
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 reasons are inflation, economic uncertainty, and lack of savings. What if there is a panacea that can give them an actionable and achievable plan to…
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 AI offers the promise of a clear, concise response that can be clarified or refined, albeit with a chance that it may be incorrect or…
Because of inflation and the conflict in Europe, the economic outlook has been uncertain. Layoffs are rampant and you got the directive from the C-suite to cut operational costs yesterday! How do you go about doing it? Premier IT analyst firm Gartner has the answer. According to them, knowledge management (KM) is the #1 technology…
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 in that space. Here is the good news: We entered the process this year and made it! This is a great first validation step for…
