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
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
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