Artificial Intelligence
Customer service
Knowledge management

AI-Powered Customer Service Is Only As Good As Its Content Foundation

The customer service landscape is experiencing a seismic shift. According to Gartner, eighty-five percent of customer service leaders plan to explore or pilot customer-facing conversational AI solutions in 2025. Even more striking, Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30%…

Published on: November 4, 2025Author: John Copeland
Digital transformation
Knowledge management

Knowledge Management in Manufacturing: Navigating Risks and Unlocking Transformational Value

The manufacturing sector faces an unprecedented knowledge crisis. Recent research conducted by APQC in partnership with eGain reveals that organizations estimate an average of 51% of their workforce will retire or leave within the next five years. As baby boomers exit en masse, they take decades of irreplaceable expertise with them—creating what experts call the…

Published on: October 27, 2025Author: John Copeland
Customer experience
Digital transformation
Knowledge management

Bridging the Knowledge Gap: How Telecommunications Companies Can Transform Customer Experience with eGain

In today’s hyper-competitive telecommunications landscape, customer expectations have never been higher. Yet many telecom providers find themselves trapped in a paradox: despite massive investments in contact center infrastructure and CRM systems, customer satisfaction continues to decline. The culprit? A fundamental weakness in knowledge management that leaves agents scrambling for answers while customers grow increasingly frustrated…

Published on: October 23, 2025Author: John Copeland
AI CX Automation
Digital transformation
Knowledge management

Completing the CPG AI Vision: Bridging the Intelligence Gap with eGain AI Knowledge HubTM and AI Agents

Consumer packaged goods leaders face an unprecedented knowledge challenge: harnessing institutional expertise scattered across systems, continents, and millions of daily customer interactions. Industry response has been impressive—Proctor & Gamble investing $1.1 billion annually in AI infrastructure, Unilever training 23,000 employees in AI usage, Nestlé’s NesGPT saving employees 45 minutes weekly, Coca-Cola committing $1.1 billion to…

Published on: October 23, 2025Author: John Copeland
Digital transformation
Knowledge management

The Hidden Cost of Knowledge Chaos in Healthcare: Why Providers Can’t Afford Fragmented Information

The Patient Safety Crisis Hiding in Plain Sight A patient calls their insurance carrier asking if they’re covered for an ordered procedure. The representative checks their system and answers. Days later, a different agent provides contradictory information. This isn’t hypothetical—65% of patients report receiving inconsistent answers from the same healthcare organization, a terrifying statistic when…

Published on: October 22, 2025Author: John Copeland
AI CX Automation
Artificial Intelligence
Knowledge management

Successful AI Implementations in Financial Services Start With Trusted Knowledge

Enterprise knowledge bases are the invisible infrastructure that drives every critical business operation in financial services. When customer service representatives answer questions, when compliance officers validate procedures, when advisors guide clients through complex transactions—they all rely on institutional knowledge to do their jobs correctly. If that knowledge is out of date, missing, or conflicting, the…

Published on: October 20, 2025Author: John Copeland
Digital transformation
Knowledge management

A $3 Billion Wake-Up Call: Why Financial Services CCOs Must Rethink Knowledge Management Security

An Open Letter to Chief Compliance Officers in Financial Services The New Reality: When Knowledge Gaps Become Compliance Disasters Dear Chief Compliance Officer, When TD Bank agreed to pay $3 billion in penalties for AML failures in 2024—the largest penalty ever under the Bank Secrecy Act—it sent a clear message to every compliance executive in…

Published on: October 17, 2025Author: John Copeland
Digital transformation
Knowledge management

The Hidden Security Crisis in Your Enterprise Knowledge: Why Traditional Collaboration Platforms Are Putting Your Business at Risk

Executive Summary Enterprise knowledge represents one of your organization’s most valuable assets—yet it’s also one of the most vulnerable. As companies increasingly rely on collaboration platforms like SharePoint and Confluence to manage their intellectual capital, they’re unknowingly exposing themselves to significant security risks that could cost millions in breaches, compliance failures, and lost competitive advantage….

Published on: October 17, 2025Author: John Copeland
AI CX Automation
Artificial Intelligence

Learnings From A Brief History of AI and Knowledge Management

Today’s AI excitement feels unprecedented—every company racing to integrate large language models, billions in investment, and breathless predictions about transformation. But we’ve been here before. The current wave of AI enthusiasm isn’t the first time corporations have bet big on artificial intelligence to revolutionize their operations. Understanding what happened during the last major AI boom…

Published on: October 10, 2025Author: Ashu Roy
Artificial Intelligence
Knowledge management

Why Hybrid AI is Critical for Enterprise Knowledge Management

The rush to integrate Large Language Models (LLMs) into enterprise knowledge management systems has created a dangerous blind spot: the assumption that probabilistic AI can handle all knowledge retrieval and reasoning tasks. While LLMs like GPT-4 and Claude offer remarkable capabilities, relying solely on these general-purpose models for critical business functions risks consistency, accuracy, and…

Published on: October 7, 2025Author: eGain
Older posts
Skip to content