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…
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…
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…
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,…
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…
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.…
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…
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…
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…
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…
