Solve
25.
On June 17, we had an incredible day of learning, sharing, and showing at eGain Solve 25 London. For those who could not attend, here is a video round up of excellent customer presentations and eGain thought leadership.
Trusted Knowledge infrastructure for AI business
Ashu Roy | eGain
The keynote underscored the critical need for a trusted knowledge infrastructure in AI-driven operations. With AI accelerating business transformation, the talk emphasized content centralization, trust, and consumability to scale GenAI solutions, reduce service costs by up to 75%, and enable agent productivity through guided, intelligent assistance.
CX Transformation at EE with eGain AI Knowledge
Stacy Young | EE
EE shared their journey of unifying siloed systems into a single KM platform, improving First Contact Resolution by 37%. With over 700 weekly agent insights and AssistGPT integration, they’ve enhanced agent confidence, reduced handle times, and laid the foundation for “Knowledge Everywhere” across CRM, chatbots, and internal platforms.
CX and EX Transformation at RPM Living
Mariana Estrada | RPM Living
RPM Living leveraged eGain’s AI-powered Knowledge Hub to streamline support, reduce ticket volume, and enhance associate productivity across 200,000+ residential units. With over 70% associate adoption and 88% self-service success via virtual assistants, RPM is advancing toward a digital-first, multilingual, and fully integrated support model.
Knowledge and AI for Self Service and Contact Center
Marc Boer and Jamilla Ettema | TransLink
TransLink transformed fragmented knowledge into a centralized platform, “KIM,” aiding travelers and agents. With AI authoring, multilingual content, and role-based portals, they improved agent satisfaction by 14% and cut escalations by 60%. Next: API integration, CRM alignment, and smarter AI self-service.
Maturing Operations and CX Excellence with eGain AI Knowledge Hub
Andrew McGuigan | Specialized Bikes
Specialized transformed its customer experience by consolidating 13 knowledge bases into one with eGain, boosting SEO by 85% and reducing contact volume by 15%. With a small but powerful team, they implemented scalable AI, Salesforce integration, and lifecycle workflows to deliver premium, localized support for riders and retailers.
Silver Tsunami: Seal the Baby Boomer Brain Drain with AI KM
Evan Siegel | eGain
Evan Siegel addressed the “Silver Tsunami”—the mass retirement of baby boomers—and its $8.7 Trillion impact due to knowledge loss. He outlined a four-step strategy: hub knowledge, capture expert insights, create knowledge in real-time, and modernize training. With AI-powered knowledge management, organizations can retain expertise and build resilience for the future.
