Knowledge management

Mitigating Regulatory Risk Through Intelligent Knowledge Management: The Single Source of Truth Imperative for Financial Services

Executive Summary Financial services organizations face an unprecedented regulatory landscape, with compliance failures resulting in billions in fines annually. The integration of artificial intelligence technologies has created new opportunities for efficiency while simultaneously introducing novel compliance challenges. This white paper examines how intelligent knowledge management systems, anchored by a single source of truth (SSOT), serve…

Published on: July 30, 2025Author: Ashu Roy

Artificial Intelligence

Customer service

Self-service

Customer Self-Service in the Age of AI: The New Best Practices

Customer self-service is considered the “killer application” for AI. However, unless best practices are followed, customer self-service might degrade quickly into customer disservice causing defection instead of delight. Here are some practices that have enabled our Global 1000 clients to achieve up to 90% call deflection while building the brand at the same time! 1….

Published on: July 1, 2025Author: Anand Subramaniam

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