Worldpay x Global Payments: Payments Unified AI and CX at Global Scale

Worldpay (now Global Payments) has grown its eGain-powered Knowledge 365 programme to serve 70 teams and nearly 290,000 user sessions — managed by just three content managers. Facing 69% growth in authorship and 106% more article views, the team introduced CAT (automated cyclical content review), Assist GPT for AI-assisted editing, and SME-friendly design templates. In parallel, a 12-month project brought the sales organization into the platform: 626 new articles went live in one month, and a guided selling tool — replacing a 1,000-row Excel spreadsheet — achieved 188% month-on-month adoption growth within its first six weeks.