#1 AI Knowledge Platform
eGain AI Knowledge Hub

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What Analysts Say About eGain

Top score in the 2024 Gartner Critical capabilities report for the CRM customer engagement center for knowledge management, digital experience, automation of engagements, and composability
Top score for Knowledge Management in the 2024 Gartner Market Guide for Customer Service Knowledge Management

eGain wins KMWorld Magazine’s Readers’ Choice Award for 2024

eGain wins KMWorld Magazine’s Readers’ Choice Award for 2024

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Knowledge Foundation for AI-Powered Business Transformation

“By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals.”

– Gartner, 2024

The Gartner quote underscores the need for AI and knowledge to work together as “AI knowledge.” Rated #1 by analysts and practitioners, the eGain AI Knowledge Hub is a rich, “whole-product” AI knowledge solution that has created transformational value at speed and scale for Global 1000 companies and government agencies alike. Among the components of the whole-product are:

  • Rich technology: Content management, workflows, profiled content access, intent inference, search methods, generated instant answers, guided help, analytics, pre-built connectors to existing systems, and much more, powered by generative AI, conversational AI, and ML. Part of the Knowledge Hub is eGain AssistGPT™, a comprehensive, no-code, generative AI tool that helps agents, authors, and operations managers become more effective and efficient.
  • Patented implementation method: We have perfected the art and science of creating quick business value from AI and knowledge from domain experience that spans over two decades and bottled it all in the eGain AI Knowledge Method™.
  • Value modeling service: A 360-degree approach to modeling the business value of AI knowledge, based on our experience drawn from similar assessments from hundreds of clients.
  • Risk-free pilot: Our unique “Innovation in 30 days” pilot is a no-risk approach to experiencing our solution before investing in it. We provide expertise and guidance for success at no charge.
  • Full-spectrum services: 24×7 support, managed services, and educational services through in-person training and free, online courses through a one-of-a-kind Knowledge Academy™.
  • Ecosystem: Our ecosystem consists of technology vendors, SI and channel partners, developers, and more. With a rich API library and pre-built connectors to partner technologies, we have a marketplace as well as easy-to-access presence in third-party marketplaces.

Enrich Self-service

Wow your customers with hyper-intelligent self-service

eGain AI Knowledge Hub allows you to publish customer-facing knowledge directly to your website so that customers can self-serve, providing a great customer experience and reducing the need for agent contact. Articles and step-by-step process guidance can be published into self-service portals, which can be styled to match the company branding and seamlessly embedded within the company website(s). Contextual knowledge can be pushed proactively to the user, relieving them of cognitive burden and reducing customer effort. Our Instant Answers™ capability not only find the answer in a long document but can also stitch together the answer by compiling relevant information from multiple documents.

Also available is enterprise-grade virtual assistance in the eGain Virtual Assistant™ that can be deployed on your website, mobile app, and even agent-assisted digital channels for initial engagement and triaging. Where escalation is needed, the Virtual Assistant passes the context to agents for a seamless transition to human-assisted service. Moreover, the Virtual Assistant is able to use enterprise data to personalize responses to returning or authenticated users. Botmasters and analysts can measure, manage, and optimize the Virtual Assistant’s operation by leveraging past customer conversations to further train and improve its performance.

Augment Agents

Make all your agents as good as your best ones

As self-service gets smarter, agents are getting more complex questions. Moreover, today’s millennial and Gen Z agents have a much shorter attention span and hate traditional training. They want to be able to find the answer needle quickly and easily in an ever-growing enterprise content haystack and prefer contextual guidance to be delivered in the flow of their customer conversations.

eGain AI Knowledge Hub features Instant Answers™, which is powered by generative AI. For example, it can pinpoint and highlight the answer in a long document or compile answers from multiple sources, while providing attribution. Generative AI also helps classify queries, summarize conversations, and generate responses. Also included are multiple search methods such as traditional keyword and faceted search. The hub can also federate answers from third-party content sources such as SharePoint repositories that may already exist in the enterprise.

Powered by AI reasoning, conversational guidance helps agents resolve customer more complex problems and provide situational advice like a trained expert would. The guidance can be personalized to the experience level of the agent. For example, experienced agents may be allowed to take shorter paths to resolution or skip the guidance altogether.

Our clients see up to 35% improvement in First-Contact Resolution, 20% improvement in Net Promoter Score, 50% reduction in training time, and up to a 100% increase agent speed to competency.

Delight Authors

Take the chore out of authoring

eGain Knowledge Hub makes authoring easy with a comprehensive set of capabilities for knowledge creation:

  • Content management: End-to-end content management capabilities, including collaborative authoring, author productivity tools such as WYSIWYG editing, macros, taxonomy management, workflows, and multilingual support. Generative AI helps create, improve, and brand-align content, generate summary and keywords, and organize articles into topics
  • AI authoring: Case-base authoring for conversational guidance, conversion of flow charts, policies, procedures into guided processes, using both generative and case-based reasoning
  • Knowledge delivery: Single-sourced, staged publishing, easy portalization, and one-to-one personalization
  • Compliance: Compliance across access, workflows, and conversations

Leverage Insights

Optimize knowledge to maximize value

eGain AI Knowledge Hub comes with extensive analytics to optimize the knowledgebase across content, intent, guidance, usage, and effectiveness. You can get answers to questions such as the following:

  • What questions are being asked by customers?
  • Are we able to answer them correctly?
  • Are agents using knowledge and guidance effectively?
  • Is the feedback loop driving improvement?
  • What is the impact of the knowledge-base on metrics pertaining to the agent, business and customer experience?

Moreover, generative AI helps extract insights from reports and raw data from customer feedback and create suggestions for improvement.

Connect The Dots

Leverage existing systems with pre-built connectors

Built with an open, BYO (Bring Your Own) architecture, eGain AI Knowledge Hub comes with pre-built connectors to leading CRM, ECM (Enterprise Content Management), and DM (Document Management) systems. Moreover, the architecture allows you to plug in any third-party bot, desktop, or channel into the hub. For example, you can embed eGain AI Knowledge into a Salesforce desktop, integrate with bots such as Google Dialog Flow, IBM Watson, and home-grown bots, or leverage any LLM—OpenAI’s GPT-4 or Google Bard, for example. The ability to embed knowledge into the workflow of your agents and push contextual knowledge and guidance to agents makes the difference between success and failure in knowledge implementations.

Knowledge Everywhere

Create once, deploy everywhere

You can create trusted knowledge in one place and deploy it in personalized portals, multiple modes in the flow of work such as third-party desktops or widgets on websites and mobile apps, multiple languages, and interaction channels. Single-sourcing content and guidance ensures consistency and compliance and builds trust in the knowledge-base, which drives up adoption and value creation. Moreover, eGain AI Knowledge Hub supports 30 languages out of the box and is configurable to be able to interpret, classify, and respond to customer messages in any of these languages.

AI Everywhere

Right AI for the right task

eGain AI Knowledge Hub orchestrates and leverages multiple AI technologies across the knowledge creation, management, delivery, and optimization process, using the right AI for the right task:

  • Generative AI
  • Conversational AI
  • Machine Learning
  • Case-Based Reasoning
  • Natural Language Processing
  • ML is used for intent classification and entity extraction
  • Case-based reasoning is used for conversational guidance and decision-making
  • Generative AI is used to automate knowledge management tasks while making it easier for agents and customers to find answers

Gartner Market Guide

For Customer Service Knowledge Management Systems

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