Artificial Intelligence
Contact center customer service

Elevating Performance: Seven Essentials for Deploying AI Agents in Contact Centers

Introduction: The AI Revolution’s Unintended Consequence Enterprise automation has created an unexpected operational challenge. While self-service AI agent technology handles an increasing proportion of routine customer inquiries and delivers measurable efficiencies, it has simultaneously transformed contact centers into high-pressure environments where agents exclusively manage the leftovers – complex, emotionally charged interactions. The financial implications are…

Published on: June 4, 2025Author: James Hunt
Artificial Intelligence

AI Co-pilots Are Falling Short in Contact Centers: Here’s What Comes Next

The Promise That Fell Short AI Co-pilots promised transformative improvements for contact centers, yet most enterprises still struggle to realize significant value. With Gartner projecting that 60% of poorly grounded AI initiatives will be abandoned by 2026, CX leaders must urgently rethink their approach. Despite significant effort and investment, trust is limited, adoption remains low,…

Published on: May 19, 2025Author: James Hunt
Artificial Intelligence
Customer service

Five GenAI Use Cases in Customer Service that can be implemented within Thirty Days

In today’s rapidly evolving business landscape, the promise of Generative AI to transform customer service operations has captured the attention of executives across industries. However, as many organizations have discovered, there’s a significant difference between experimenting with GenAI and successfully implementing enterprise-ready solutions that deliver measurable ROI. At eGain, we’ve observed a consistent pattern: businesses…

Published on: April 22, 2025Author: Ashu Roy
Knowledge management

Mind Meld: How Knowledge Management Creates Instant Post-Merger Alignment

In today’s competitive business landscape, the success of a merger or acquisition hinges on how quickly two companies can act as one unified entity. While systems may take months or years to integrate, customers and stakeholders expect a seamless experience from day one. This disconnect creates one of the most challenging aspects of any merger:…

Published on: April 21, 2025Author: Evan Siegel
Artificial Intelligence
Knowledge management

The New Enterprise Imperative: Building a System of Record for Trusted Knowledge in the GenAI Era

Introduction: The Dawn of a New System of Record Enterprise architecture has historically centered around critical systems of record—ERP for financial data, CRM for customer relationships, HCM for employee information. These foundational platforms have powered enterprise operations for decades, establishing the guardrails and frameworks that enable reliable business processes. Today, we stand at the cusp…

Published on: April 15, 2025Author: Ashu Roy
Artificial Intelligence
Knowledge management

Capturing Tacit Knowledge from the Great Retirement Cohort using GenAI

In the corridors of many venerable industrial firms across America, a crisis is quietly unfolding. The experts who have for decades kept production lines running, electrical grids functional, and complex chemical processes optimized are heading for the exits. According to the Bureau of Labor Statistics, approximately 10,000 baby boomers reach retirement age each day, with…

Published on: April 9, 2025Author: Evan Siegel
Artificial Intelligence
Knowledge management

The Knowledge Revolution: How Generative AI Fulfills the KCS Promise

In the high-stakes arena of customer service, knowledge management has long been the difference between market leaders and laggards. Knowledge Centered Service (KCS), a methodology that integrates knowledge creation and maintenance into the workflow, promised to transform service operations. Yet despite its elegant design, many organizations found the implementation unwieldy, caught between documenting solutions and…

Published on: April 9, 2025Author: Arvind Gopal
Artificial Intelligence
Knowledge management

eGain AI Knowledge Hub: Transforming Enterprise Knowledge Management with KCS Verification

In today’s digital landscape, organizations are drowning in content spread across multiple platforms—SharePoint libraries, Confluence wikis, company websites, and CRM knowledge bases. Yet, when it comes to delivering accurate answers quickly, this wealth of content often becomes a liability rather than an asset because it may not be correct, consistent, or compliant. The Knowledge Management…

Published on: March 23, 2025Author: Ashu Roy
Artificial Intelligence
Knowledge management

5 Customer Service Automation Lessons from the Gen AI Trenches

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…

Published on: February 24, 2025Author: Ashu Roy
Artificial Intelligence

AI Revolution in Customer Service: Trusted Knowledge is All You Need

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…

Published on: February 9, 2025Author: Evan Siegel
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