The premier conference for AI, CX, and KM leaders and experts. Learn, share, and solve together in a two-day immersive and interactive experience curated by eGain.
Agenda
DAY 1 | Tuesday, October 13
9:30 AM
Knowledge is the Instruction for AI
CEO Ashu Roy will open Solve26 Chicago with eGain’s vision for the year ahead. In his London keynote in May this year, he articulated why “knowledge is the instruction set for AI” and how a trusted knowledge foundation separates AI pilots that stall from agentic CX that scales. Expect a big-picture look at the shift from knowledge management to knowledge automation and the multi-trillion-dollar opportunity in agentic AI for customer operations.
10:00 AM
What Separates KM Leaders from Everyone Else AND Why it Matters for AI Business
We are unveiling results from new primary research conducted by IDC on enterprise knowledge management maturity and its critical importance in AI ROI. The study examines the people, process, and technology factors that determine how much business value organizations extract from KM, and where most enterprises stall. Come see the maturity benchmarks, find out where your organization sits, and learn specific practices that separate the top performers.
10:30 AM
The Importance of Ontologies in LLM-powered Automation
Dr. Frank Coyle teaches generative AI and large language models at UC Berkeley, bringing more than 30 years of academic experience and a background spanning psychology, neuroscience, and computer science. Combining his research and industry experience, Frank will offer a unique perspective on what LLMs should do (versus could do) when it comes to business automation and why grounding them in trusted knowledge paired with ontologies matters more than the model you pick.
12:00 PM
New Product and Solution Announcements
As we do at every Solve event, we will announce new products and solutions to automate knowledge management and deliver trusted answers and assured actions using agentic solutions. In May, we announced exciting new capabilities during Solve26 London, and we look forward to sharing more in Chicago.
2:00 PM
Lunch and Demos
Go hands-on with live product demos, while enjoying a nice lunch (on us). Explore the capabilities that matter most to your team, ask questions, and get practical answers from eGain experts. Connect informally with fellow attendees, exchange ideas, and discover what’s possible.
2:25 PM
Knowledge First. AI Next.
COUNTRY Financial, a top-rated insurance provider with a century of service heritage, has built a very mature knowledge operation, starting in their contact center. This AI-ready knowledge foundation is now delivering stunning AI ROI, with zero false positives, at scale across multiple use cases in customer operation. Hear how they did it.
2:50 PM
AI-ready Knowledge Foundation in Six Weeks
A major non-profit health insurance company, Healthfirst, chose to put the horse before the cart and established an AI-ready foundation before putting a dozen AI-ready prototypes into production across their business. Learn how they got it done recently and what followed next.
3:15 PM
Trusted Knowledge is the Best AI Accelerant
Rogue Credit Union, an innovative organization headquartered in Oregon, has deployed eGain AI Knowledge Hub and AI Agent to optimize member experience. Now, they are piloting eGain Sales Advisor to guide every branch employee, personalized to member needs. A practical look at what happens when a single source of truth powers AI workflows across service and sales.
3:55 PM
AI Guidance at the Speed of Payments
One of the world’s largest payment processors, Worldpay — now Global Payments — is scaling knowledge management across contact centers, back-office, and sales teams, powered by eGain AI Knowledge. See how a lean team is simultaneously automating content at scale and driving exponential adoption for service to sales use cases.
4:20 PM
Human-ready Knowledge is AI-ready Knowledge
One of the largest health insurers on the East Coast, Florida Blue is building out an agentic portfolio of process automation across member service organizations, powered by eGain AI Knowledge Hub. See how a complex business is simultaneously implementing an ambitious AI blueprint and improving member experience.
7:00 PM
Drinks and Demos
Wind down Day 1 over drinks, deeper product demos, and easy conversation. Connect with peers, trade notes on the day’s sessions, and revisit the eGain capabilities that caught your attention. Keep the conversation going with eGain experts, explore practical questions, and build new connections in a relaxed setting.
DAY 2 | Wednesday, October 14
10:20 AM
Knowledge Automation Workshop
A working session on eGain’s proven method for building a trusted knowledge foundation for your business. Understand how to deliver “the knowledge you need, not the knowledge you have.” Learn how to automate discovery, synthesis, curation, and delivery.
12:00 PM
AI Agent Workshop
Go under the hood of eGain’s AI Agent for omnichannel CX automation — how to design, govern, and deploy agentic AI that resolves customer journeys end to end without hallucinating. Includes practical guidance on confidence thresholds, guardrails, and balancing automation speed with compliance.
2:20 PM
Developer Workshop
A technical deep dive for builders into our market-leading platform. Explore APIs, out-of-the-box integrations with Zendesk, Salesforce, and SharePoint, MCP, and the developer tooling to embed eGain knowledge and AI into your own applications. Hands-on and practical, this session equips development and IT teams to turn ideas into secure, production-ready experiences.
2:20 PM
BFSI (Banking, Financial Services & Insurance)
Explore eGain’s AI Knowledge Suite for Retail Banking: Learn how to deliver trusted automation across service and sales. Evaluate turn-key solutions for guided selling, financial-wellness coaching, and omnichannel self-service.
2:20 PM
Healthcare (Payer and Provider)
Explore eGain’s AI Knowledge Suite for Healthcare: a HIPAA-compliant, audit-ready knowledge foundation with prebuilt workflows for member services, benefits, prior authorization, billing, and scheduling. See how it governs interactions and integrates with Epic FHIR, Salesforce Health Cloud, and Genesys Cloud for confident service at scale.
Two days that change the math on your AI roadmap
Complimentary to attend. Seats are limited and allocated in order of registration. Reserve yours before the room fills.
As the agenda firms up, we will update you by email (the one you register with).
Reserve your seat now for free!
Limited seats available
In London, three months ago, our customers shared their recipes to achieve AI ROI at scale.
From a 3-Minute Search to a 35-second answer in a Service Operation with 10,000 agents
BT transformed a mature, complex knowledge base into AI-powered Instant Answers — 70% answered instantly, 30% kept in compliance-protected Guided Help, at 95%+ accuracy. Cutting answer time from three minutes to 35 seconds to unlock $6.75M in annual benefit. This is on top of a 37% FCR gain and 30-point NPS lift from their first phase of eGain knowledge rollout.
3m→35s
Time to find an answer
+37%
First contact resolution
$6.75M
Annual benefit
+30 pt
NPS movement
We made 1,000 content changes in six weeks, reached a 100% pilot response rate, and turned a complex knowledge base into a scalable AI model.
Stacy Young
Come with a question.
Leave with a plan.
Four groups own different parts of the same problem. Here is what each one takes home.
CX and Service Leaders
- A sequencing plan for extending contact center knowledge into self-service without duplicating content
- Real numbers on what moved for teams already doing it: containment, first contact resolution, handle time
- The change management approach that got agents to trust AI-generated answers
Knowledge and Content Teams
- A way to benchmark your knowledge maturity against 520 enterprises instead of guessing
- A content curation method that starts from real customer questions rather than the whole library
- Hands-on time automating the review, gap analysis, and update work you do manually today
AI, IT, and Engineering
- An architecture pattern for grounding agents in governed knowledge including APIs, MCP, and agent-to-agent
- A working approach to testing answer quality before launch and monitoring it in production
- Answers about your integration from the people who built the platform, not a generic demo
Executives and Transformation Leaders
- The IDC findings on which practices separate companies delivering nearly double the AI business impact
- A governance posture you can take to a risk committee, not a policy nobody operationalizes
- Two days of candid peer conversation with companies a step or two ahead of you
