Sharing Knowledge at KMWorld Conference 2022
About KMWorld 2022 eGain will be at KMWorld 2022, KMWorld’s 26th annual conference about knowledge management and information sharing. This year's conference theme is: People Driving Knowledge Sharing: Innovation,…
Agent Experience is Missing an Ingredient
Add knowledge management to your recipe for resolving agent experience woes “Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer…
Customer experience in the time of Coronavirus aka COVID-19
At last count, more than 247K persons had been infected by the novel coronavirus (COVID-19) in 172 out of 195 countries worldwide. More than 10,000 have already died from complications…
The Case for Case-Based Reasoning
AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process.…
Artificial Intelligence (AI) Knowledge: The Platinum Bullet for Customer Service Transformation
Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43% Communication service provider improves interaction compliance…
Contact Center AI – Sorry, No Chasm, No Trough!
Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm, where technologies go to die if they don’t gain traction among mainstream buyers. Gartner talks…
Knowledge Consistency Vital for AX and CX; AI-Infused Knowledge is the Key
This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. It has been restructured…
AI Everywhere
AI is in the hype cycle at the moment. Ashu Roy, eGain CEO, and John Connors, Senior Director of Digital Transformation at eGain, believe that AI is not new, but…
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