reduction in training time for global bank’s customer service advisors, with AI guidance
improvement in telecom company’s contact center agent time to competency
annual saving by a utility firm due to better knowledge access and diagnosis by agents
eGain Knowledge+AI™, the *top-rated, awarded knowledge management software, guarantees high-quality customer service by infusing your customer service agents with knowledge, making them as productive and educated as your best agents. It ensures fast, consistent, and accurate answers by providing agents and other users a range of ways to get to information from the common knowledge base.
In an environment where customer retention is a key business imperative, companies should look for proven knowledge management solutions when implementing them in their contact centers. eGain has delivered innovative knowledge-powered customer service solutions to enterprises for well over a decade. eGain was the first company to provide an Artificial Intelligence (AI) guided knowledge solution. eGain Knowledge+AI benefits from all the best practices we have developed in the course of successful knowledge management implementations for leading enterprises across the globe. Hundreds of companies have transformed their customer service experience with eGain saving millions of dollars, all while cultivating increasingly happy customers.
eGain’s knowledge management enables both novice and expert agents to find the answers they need easily and efficiently. Based on the role (Level 1, Level 2, etc.), the agent can view appropriate levels of information while using different methods to access the knowledge base. For example, a novice agent could be made to go through an interactive Q&A session with the application where the AI-based guided help interface would handhold them to a resolution of the customer issue. An expert on the other hand, would use the browse-and-search access mode to complement the guided help interface to be more efficient. Equally important, the business administrator can set up roles for agents that determine their ability to create and document new knowledge into the system. Very soon the system allows agents to not just multitask, but taken on multispecialty roles and the savings in speed to competency and efficiency speak for themselves.
To improve the call set up and wrap up process, eGain’s call center knowledge management software includes out-of-the-box integration with leading call tracking applications. During call set up, the IVR data can be captured to pre-populate questions so that the agent can get a running start on the issue resolution process. After the call, the resolution transcript from the knowledge management system can be automatically saved in the call tracking system along with the service request. This results in speeding up wrap up and ensuring high-quality data for reporting and feedback, a great way to improve call center productivity.
Successful and effective knowledge management starts with quality content. While this may seem obvious, it is often overlooked by companies in the rush to drive down costs of content creation and management. The result is poor quality knowledge — stale, irrelevant, or worse, even incorrect, ultimately resulting in customer dissatisfaction and poor agent adoption. Having learnt from our experience of delivering solutions for enterprise customers, eGain Knowledge+AI is based on a unique collaborative knowledge management framework. It allows distributed content creation and editorial workflow that enables cost-effective management. Any user, based on roles set by the business, can easily suggest content into the application. The content is routed through efficient workflow to ensure consistency and quality, as appropriate. This gives powerful flexibility to the organization allowing companies to adapt to customer needs and behavior on the fly. Using self-organizing techniques, eGain’s knowledge management software offers relevant answers to customer requests based on dynamic relevance ranking and user feedback.
eGain’s KM solution allows you to leverage existing content across your enterprise through eGain Content Adapter™, a powerful integration tool that makes information from diverse sources such as Lotus Notes, Microsoft SharePoint etc. available in a consistent format to all your users, along with the knowledge maintained within the eGain knowledge framework. The adapter is compatible with over 100 file formats so that existing enterprise data can be easily leveraged in resolving customer issues. External content, or parts of it, can also be easily suggested as new content for the knowledge base. This tight integration further lowers the cost of maintaining the knowledge base. No need for replicating or reproducing data you already have enabling accelerated speed of deployment.
eGain’s knowledge management software provides extensive reporting and management tools to measure agent effectiveness and guide knowledge improvement. The application reports in eGain Analytics™ enable you to incrementally enhance your knowledge base based on agent feedback. Reports created from wrap-up data help you manage and plan your contact center workforce training and staffing requirement. Finally, knowledge creation and maintenance reports allow you to easily set content contribution goals and usage-based incentives for employees and subject matter experts. The reports have built-in drilldown capabilities and can be exported for further analysis and presentation.
The eGain knowledge management software system can handle multilingual content and supports localized interfaces in multiple languages. Also, the solution scales to handle several thousand concurrent agents in a distributed configuration. This gives a high level of flexibility to the organization.
eGain Knowledge+AI benefits extensively from the 100% J2EE compliant architecture of eGain CEH Platform™, which is designed to scale horizontally through distributed service configurations that can be run across multiple servers. To ensure reliability and availability, a service monitoring and management module flags system malfunction and provides automatic recovery.
*Info-Tech Research Group’s Customer Service
Knowledge Management (CSKM) Vendor Landscape
awards eGain the top rank of a Champion. eGain
also receives the highest Value Score of 100.
Keyword and intent-based search
Natural language search
Topic tree browsing
Guided help, powered by patented AI reasoning technology, Case-Based Reasoning (CBR)
Content federation: Federated search across website, contact center, enterprise, community and social content
All access methods behind single search box
Relevance-ranked presentation of search results
Keyword matching to metadata for concept or intent-based search, rather than plain keyword search
Best practice guided help for process-centric searches, optimized for contact center agents and customer experience
Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to guided help)