Solve
25.
We had an incredible couple of days of learning, sharing, and showcasing at eGain Solve 25 Chicago on October 14–15. Here are videos from the event featuring inspiring customer presentations and eGain thought leadership.
Trusted Knowledge™ Infrastructure for AI Business
Ashu Roy | eGain
The keynote explored how enterprises can drive ROI from AI by transforming customer operations. It emphasized breaking silos, improving knowledge quality, and ensuring compliant automation. eGain’s vision—combining AI knowledge, deterministic agents, and developer tools—enables trusted conversational systems that scale efficiently and deliver measurable impact.
From Knowledge Management to Knowledge Automation
Arvind Gopal | eGain
The eGain Innovation Showcase unveiled the AI Knowledge Method, enabling end-to-end automation of knowledge creation, curation, and publishing. The approach delivers 10× faster execution, 3× quicker time-to-value, and greater accuracy and compliance—transforming knowledge management into a scalable, intelligent, and efficient enterprise capability.
AI Agent for Omnichannel CX Automation
Varsha Thalange | eGain
AI Agent v2 was demonstrated at the eGain Innovation Showcase—combining knowledge, reasoning, and assured execution to power trustworthy CX automation. By connecting CRM, CCaaS, and knowledge platforms, it enhances precision, speeds up interactions, and boosts agent confidence.
Unleashing the Power of Knowledge for Developers
Vikas Paliwal | eGain
The eGain Composer was introduced as a modular developer platform that unifies trusted knowledge, deterministic reasoning, and assured action. In this eGain session, an expert demonstrated how Composer connects fragmented content and AI systems through APIs and SDKs—enabling contextual, brand-aligned experiences that enhance self-service, first-contact resolution, and agent productivity.
Deep Roots, Expanding Branches: A Knowledge Management Success Story
Janelle Henkel and Aly Scritchlow | COUNTRY Financial
COUNTRY Financial shared their journey from paper manuals to an AI-ready knowledge ecosystem. Using eGain’s knowledge tool, they unified content across business lines, reaching over 1M article views and improving adoption. Recent AI agent pilots validated years of knowledge groundwork—proving that clean, structured content powers scalable automation and stronger client experiences.
Semperviren’s AI Agent – Powered by eGain
Julie Seelen | Sempervirens Fund
Sempervirens Fund shared how their small conservation team used AI to scale donor engagement. Powered by eGain, their chatbot Redwood provides 24/7 fact-based support, reducing repetitive inquiries, saving staff time, and improving donor experience—all while advancing their mission to protect California’s redwood forests.
CX Transformation at EE with eGain AI Knowledge
Stacy Young | EE
EE leveraged eGain to transform 15 legacy knowledge systems into a unified AI-powered platform supporting 10,000 agents. With 30,000 articles and guided help flows, it improved First Contact Resolution by 37%, boosted NPS by 30 points, and achieved 80% adoption—laying the foundation for Instant Answers and AssistGPT innovation.
The Moment of Need: Empowering Employees with RAE
Jodi Stende | SOLV Energy
SOLV Energy showcased how eGain powered their leap from scattered knowledge to an AI-driven learning ecosystem. With RAE—the Rapid Answer Expert—employees now get answers in under 10 seconds. In three months, 53% reported higher productivity, 42% found answers instantly, and 56% learned something new—driving faster performance and smarter self-service across 1,600+ employees.
AI Knowledge-Powered CX Innovations
Robin Oswald Schwartz | Specialized Bikes
Specialized detailed how eGain unified three siloed knowledge systems into one AI-powered platform. With automated migration, guided troubleshooting, and Salesforce integration, efficiency and accuracy improved. Support volume grew 4×, feedback rose from 39% to 57%, and SEO traffic jumped 10–15×—proving AI-driven knowledge delivers faster, scalable rider support.
Worldpay and eGain
Megan Taylor and Marcus Tucson | Worldpay
Worldpay unified 20+ knowledge repositories and 9 CRMs into a single AI-powered platform, Knowledge 365, serving 2,000 users across 30 teams. With eGain’s Instant Answers and AssistGPT, they cut content creation time from months to weeks—driving 1.2M article views, 82% satisfaction, and scalable, first-in-class global support.
