eGain Knowledge Hub™ for Salesforce
Big Trends in CX
89% of companies believe CX is their main basis for competition
Inconsistent answers across channels, lack of knowledge among agents (and websites) are top customer service pain points
Knowledge management for contact center agents
Embedded in Salesforce Service Cloud agent desktop, eGain Knowledge Hub™ for Salesforce Cloud proactively delivers trusted answers and personalized guidance to agents in the flow of customer conversation. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks.
Benefits
Cut agent training time by up to 50%. Boost FCR up to 37%, NPS up to 30 points
84% of agents hate their desktop tools (Gartner) and 65% of agents say finding answers to customer queries is their biggest issue (eGain-SurveyMonkey). eGain Knowledge Hub guides agents to fast, accurate answers and through process steps, boosting CX, AX (agent experience), and operational metrics.
Deflect agent-assisted service requests by up to 60%
eGain Knowledge Hub helps deliver hyper-relevant self-service across omnichannel touchpoints. Consumers on the IVR and those requesting assisted service through digital channels can be sent a link to hyper-relevant self-service, resulting in up to 60% deflection of requests for agent-assisted service.
Features
Gen AI-assisted content management
Effective knowledge management starts with quality content. The Knowledge Hub makes content creation and curation a snap with AssistGPT generative AI capability, an easy-to-use authoring console, and flexible editorial workflows that ensure consistency, quality, and speed. Extensive reporting and management features enable continuous improvement of knowledge content and AI guidance.
Personalized knowledge
Tenured agents are more knowledgeable than novice agents. Accordingly, they need less step-by-step guidance. eGain Knowledge Hub personalizes content and guidance that is tailored to the interaction context, agent’s role and experience level, region, and so on. Multiskilled agents can have multiple profiles and easily switch between them. Relevant, trusted knowledge can also be exposed to end-customers for self-service.
Multilingual scalable platform
Authors can create, curate, and manage rich multilingual content. The Knowledge Hub supports localized interfaces in multiple languages and scales to handle several thousand concurrent agents in a distributed configuration.
Easy knowledge access: instant answers, guided, federated, and faceted search
Powered by ML, generative and conversational AI, trusted content, and analytics, the solution offers multiple ways to quickly find answers to customer queries, including instant answers, powered by Generative AI, guided search, federated search through pre-built connectors, and faceted search, and conversational AI guidance for problem resolution and product advice.
Virtual Assistant for agents
Virtual Assistant for Agents continuously monitors customer conversations to provide contextual proactive AI knowledge guidance to solve issues consistently. Bot Mode, where an agent hands over the conversation to the virtual assistant, enables the agent to automate the process legs of a conversation.
Embedded best practices
The solution benefits from all the best practices developed during successful knowledge management implementations for more than 300 leading enterprises across the globe. It has helped hundreds of companies save millions of dollars while cultivating increasingly happy customers.
Have you heard of our popular free production pilot program, Innovation in 30 Days™ for Knowledge? Sign up today to see in action how eGain Knowledge Hub™ for Salesforce can complement and enhance your Salesforce deployment.
