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,…
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…
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…
Generative AI and KM for Customer Service: BFFs that Assure Mutual Success
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that! Gen AI helps KM Gen AI…
10 Use-Cases for Leveraging Generative AI for Better CX and AX (Agent Experience)
Generative AI, in the form of OpenAI’s ChatGPT and other tools, is very much in the public eye at the moment. As a consumer searching for content or ideas, generative…
