eGain Customer Story: Large Federal Healthcare Agency
Protecting Mission-Critical Knowledge at America’s Largest Federal Healthcare Provider
25M+
Members served with consistent, trusted knowledge
120K
Contact center and enterprise users on a unified knowledge platform
500+
Knowledge authors institutionalizing expertise across the enterprise
24M
Annual self-service sessions — knowledge working at scale, around the clock
When institutional expertise is the backbone of citizen service, one agency couldn’t afford to let knowledge live only in the heads of its most experienced people.
One of the largest healthcare agencies in the United States faces a knowledge challenge that many large organizations recognize but few have had to solve at its scale. Serving tens of millions of citizens, the agency operates through distributed contact centers, clinics, and self-service channels staffed by a workforce navigating some of the most complex, regulated policies in American public service. Benefits eligibility, healthcare coverage, and compliance requirements don’t lend themselves to quick answers — they require deep, accurate, and current institutional knowledge delivered consistently, every time.
The problem was that the agency’s knowledge wasn’t institutionalized. It was fragmented across departmental silos, inconsistently documented, and in practice often dependent on the expertise of individual agents who had been doing this work for years. In a workforce where experience matters enormously and the cost of a wrong answer is real, that fragility was a risk the agency could no longer accept.
From Fragile Expertise to Institutional Knowledge
The agency partnered with eGain to transform how knowledge was captured, governed, and delivered across the enterprise. The eGain AI Knowledge Hub became the single source of truth for contact centers, self-service portals, and clinics — unifying what had been dozens of disconnected repositories into one governed, searchable, consistently updated system.
Over 500 knowledge authors now contribute to a centralized knowledge base, encoding expertise in a form that any agent can access regardless of how long they’ve been in the role. Personalized knowledge delivery ensures that agents get the right guidance for their specific context. Analytics provide ongoing visibility into where knowledge gaps exist and where content needs to be refreshed — closing the loop between what agents need and what the system provides.
The result is an organization where institutional knowledge is no longer fragile. Where the answer a citizen receives doesn’t depend on who picks up the phone.
