Executive Summary Private equity firms face a distinctive and high-stakes challenge when operating portfolio companies with established brands and loyal customer bases: how to transform legacy, labor-intensive cost structures through AI-powered automation without disrupting the customer experience that underpins the entire value proposition. To illustrate the financial stakes: a 500-agent contact center with fully-loaded agent…

Published on: March 25, 2026Author: Ashu Roy

AI CX Automation

Knowledge management

Jensen’s Five-Layer AI Stack Is Missing One Critical Ingredient

Jensen Huang knows how to simplify complexity. At GTC 2026, he described the AI stack as a five-layer cake: Energy, Chips, Infrastructure, Models, and Applications. Clean. Memorable. Useful. But there’s a layer missing. Look at where the gap sits: between Models and Applications. That’s exactly where enterprise AI breaks down in practice. You have extraordinary…

Published on: March 17, 2026Author: John Copeland

Digital transformation

Innovation

Seeing eGain Composer in Action

Week #1 Developer Series “Don’t tell me how to use your product — show me how to build with it.” — SVP of IT, $5B+ US Credit Union That single sentence opened one of the most memorable customer conversations I’ve had at eGain. The technology executive leading IT at one of America’s largest credit unions…

Published on: March 2, 2026Author: Vikas Paliwal

AI CX Automation

Breaking Through AI ROI Barriers: How eGain Composer Transforms CX Automation

The promise of AI in customer experience automation has captivated enterprises worldwide. Yet for every success story, there are countless organizations struggling to extract meaningful returns from their AI investments. The gap between AI’s potential and its practical delivery isn’t a technology problem—it’s a fundamental mismatch between how AI solutions are architected and what real-world…

Published on: February 27, 2026Author: eGain

Knowledge management

Knowledge Automation: What Microsoft, ServiceNow and Salesforce Won’t Tell You

The enterprise software giants want you to believe that AI-powered customer service is a platform problem. Buy their solution, integrate it with your existing systems, train it on your data, and watch the magic happen. Except it doesn’t. Here’s what they won’t tell you: 95% of enterprise AI implementations fail to deliver ROI. Not because…

Published on: February 26, 2026Author: John Copeland

Customer Self-Service AI Deployment

Breaking Through the Self-Service Plateau

Six Critical Hurdles in Customer Self-Service AI Deployment — And How Leading Enterprises Are Overcoming Them AT A GLANCE: Key Takeaways for Knowledge-Ready AI Self-Service AI self-service plateaus when knowledge is fragmented, unstructured, or not governed for AI consumption Six distinct hurdles — from knowledge quality to QA blind spots — must be addressed as…

Published on: February 23, 2026Author: John Copeland

Artificial Intelligence

Contact center customer service

Knowledge management

The Knowledge Imperative: Transforming Contact Center Agents into AI Knowledge Curators

Executive Summary The AI revolution in customer service is not about replacing human expertise—it’s about elevating it. As artificial intelligence transforms customer operations, a critical truth emerges: AI’s capability and impact depend entirely on the quality of knowledge it accesses. Without trusted, curated knowledge, even the most sophisticated AI systems deliver inconsistent, incorrect, or non-compliant…

Published on: January 20, 2026Author: eGain

Artificial Intelligence

10 Use Cases for Leveraging Generative AI for Better CX and Agent Experience

Key Takeaways Business Context: Customer service requires generative AI applications that are accurate, compliant, consistent, and measurable—fundamentally different from consumer use cases Content Foundation: Three content types (Curated, Documented, Generated) each require different treatment when integrating generative AI 10 Practical Use Cases: From creating effective prompts to generating follow-up correspondence, each use case shows how…

Published on: November 26, 2025Author: John Copeland

AI CX Automation

Digital transformation

Knowledge management

The Hidden Asset on Your Balance Sheet: Why CEOs Must Champion Knowledge Stewardship Now

By Ashu Roy, CEO, eGain There’s a blind spot in most boardrooms today, and it’s costing enterprises their competitive edge in the AI era. Despite decades of digital transformation, most organizations still fundamentally misunderstand the strategic value of business knowledge. The Knowledge Paradox Walk into any Fortune 500 company and ask who owns customer data….

Published on: November 10, 2025Author: Ashu Roy

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