eGain Special Edition
Knowledge Management for Dummies
What Analysts Say About eGain
Knowledge: The Secret Sauce for Digital Transformation
CX: Customers demand smarter service, whether it is self-service or human-assisted.
AX: As self-service gets smarter, agents are left with mainly complex queries to resolve. No wonder they are looking for a fast, easy way to find the answer needle in the enterprise content haystack and get next-best-action (say or do) guidance to help them resolve customer issues.
BX: Business managers want to wow customers and employees by delivering standout experiences at scale, while ensuring compliance and elevating operational performance.
According to Gartner, knowledge management for customer service can help the enterprise accomplish all of this. We agree with Gartner based on the transformational benefits our clients have been realizing from the eGain Knowledge Hub™.
The eGain Knowledge Hub™
Rated #1 by analysts, the eGain Knowledge Hub is a comprehensive knowledge management solution that improves customer service and empowers employees–agents, knowledge authors, and operations managers.
It delivers accurate answers and personalized conversational and process guidance in the flow of work. Part of the Knowledge Hub is eGain AssistGPT™, a comprehensive, no-code, generative AI tool that helps agents, authors, and operations managers become more effective and efficient.
The Knowledge Hub unifies and orchestrates all the building blocks needed for modern knowledge management: content management, profiled content access, generative and conversational AI, search methods, and knowledge analytics.
increment in Net Promoter Score
Leading telco improved Net Promoter Score by 30 points, First Contact Resolution by 37%, and training time by 50% across 13,000 contact center agents and retail store associates
reduction in agent training time
Leading health insurance provider sustained customer service quality and cut agent training time by 33% even when their entire contact center had to go remote when Covid hit
Mammoth federal agency deflected up to 70% of calls, boosted taxpayer service by 400%, and reduced case handling time by 25%
inquiries per year
8000 agents at a leading BPO rely on eGain Knowledge to deliver personalized service to millions of employees at Fortune 500 companies
improvement in speed to answer
Hypergrowth SaaS company improved agent confidence by 60%, answer consistency by 62%, and speed to answer by 67%
Also available is enterprise-grade virtual assistance in the eGain Virtual Assistant™ that can be deployed on your website, mobile app, and even agent-assisted digital channels for initial engagement and triaging. Where escalation is needed, the Virtual Assistant passes the context to agents for a seamless transition to human-assisted service. Moreover, the Virtual Assistant is able to use enterprise data to personalize responses to returning or authenticated users. Botmasters and analysts can measure, manage, and optimize the Virtual Assistant’s operation by leveraging past customer conversations to further train and improve its performance.
eGain Knowledge Hub features Instant Answers™, which is powered by generative AI. For example, it can pinpoint and highlight the answer in a long document or compile answers from multiple sources, while providing attribution. Generative AI also helps classify queries, summarize conversations, and generate responses. Also included are multiple search methods such as traditional keyword and faceted search. The hub can also federate answers from third-party content sources such as SharePoint repositories that may already exist in the enterprise.
Powered by AI reasoning, conversational guidance helps agents resolve customer more complex problems and provide situational advice like a trained expert would. The guidance can be personalized to the experience level of the agent. For example, experienced agents may be allowed to take shorter paths to resolution or skip the guidance altogether.
Our clients see up to 35% improvement in First-Contact Resolution, 20% improvement in Net Promoter Score, 50% reduction in training time, and up to a 100% increase agent speed to competency.
- Content management: End-to-end content management capabilities, including collaborative authoring, author productivity tools such as WYSIWYG editing, macros, taxonomy management, workflows, and multilingual support. Generative AI helps create, improve, and brand-align content, generate summary and keywords, and organize articles into topics
- AI authoring: Case-base authoring for conversational guidance
- Knowledge delivery: Single-sourced, staged publishing, easy portalization, and one-to-one personalization
- Compliance: Compliance across access, workflows, and conversations
eGain Knowledge Hub comes with extensive analytics to optimize the knowledgebase across content, intent, guidance, usage, and effectiveness. You can get answers to questions such as the following:
- What questions are being asked by customers?
- Are we able to answer them correctly?
- Are agents using knowledge and guidance effectively?
- Is the feedback loop driving improvement?
- What is the impact of the knowledge-base on metrics pertaining to the agent, business and customer experience?
Moreover, generative AI helps extract insights from reports and raw data from customer feedback and create suggestions for improvement.
Connect The Dots
Built with an open, BYO (Bring Your Own) architecture, eGain Knowledge Hub comes with pre-built connectors to leading CRM, ECM (Enterprise Content Management), and DM (Document Management) systems. Moreover, the architecture allows you to plug in any third-party bot, desktop, or channel into the hub. For example, you can embed eGain Knowledge into a Salesforce desktop, integrate with bots such as Google Dialog Flow, IBM Watson, and home-grown bots, or leverage any LLM—OpenAI’s GPT-4 or Google Bard, for example. The ability to embed knowledge into the workflow of your agents and push contextual knowledge and guidance to agents makes the difference between success and failure in knowledge implementations.
You can create trusted knowledge in one place and deploy it in personalized portals, multiple modes in the flow of work such as third-party desktops or widgets on websites and mobile apps, multiple languages, and interaction channels. Single-sourcing content and guidance ensures consistency and compliance and builds trust in the knowledge-base, which drives up adoption and value creation. Moreover, eGain Knowledge Hub supports 30 languages out of the box and is configurable to be able to interpret, classify, and respond to customer messages in any of these languages.
- Generative AI
- Conversational AI
- Machine Learning
- Case-based reasoning
- Natural Language Processing
- ML is used for intent classification and entity extraction
- Case-based reasoning is used for conversational guidance and decision-making
- Generative AI is used to automate knowledge management tasks while making it easier for agents to find answers