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EE (Everything Everywhere) Transforms Customer Service with Knowledge+AI

Knowledge-powered customer service transformation at EE with eGain

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“We hope you find this interesting. It’s the story of our journey of knowledge transformation with eGain in EE.”

And so begins the customer service transformation story of EE, a leading mobile network operator, powered by eGain Knowledge+AI, as told by its Head of Customer Technology & Innovation. In this 6 minute video, EE reveals how the eGain knowledge base (KB) became fundamental to EE’s customer service transformation. Among results are:

  • First-Contact Resolution up by 37%
  • NPS up 20%
  • Training time down 43%
  • Agent speed to competency up 50%

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