Keeping knowledge ready for AI takes too much manual work
Finding and fixing content happens one article at a time
When a policy, product, or process changes, every affected article has to be found and updated one at a time. Each one is checked out, edited, retagged or moved, and sent for review, even when the change is the same across all of them.
Performance answers live in a separate console
Finding out how an article or portal is doing means switching to analytics, building a custom report, and running it, so most users never look.
General AI assistants don’t know your rules
AI can write and code quickly, but it has no knowledge of your guidelines, templates, style guides, or approval process, so every draft or workflow needs rework before it can go live.
eGain Genie turns your plain-language requests into finished work that follows your guidelines
Built into Every eGain Product
Genie sits inside the eGain products you already use, including AI Knowledge Hub, Analytics Hub, and Agentic Studio. It knows what’s on your screen, whether that’s an article, folder, topic, portal, or report, so you can ask when this article was last viewed or whether its rating has improved since the last version and get an answer about that exact item.
Create Articles that Follow Your Guidelines
Describe the article you need and Genie drafts it using your article types, templates, and style guides. You can also give it existing material, such as a document, a SharePoint or Confluence page, or a training video, and Genie turns it into an article in your template, placed in the right folder and topic. Genie also reads the suggestions submitted on an article and turns them into a draft update that’s ready for review.
Find and Fix Content in Bulk
Ask Genie to find every article affected by a change, however the content is worded, and update them together. It shows you the list, checks out each article, makes the change, and sends it for review, while keeping the full version history, so you can roll back any single article. It can also retag or move every article in a folder at once, or reformat them all to match one of your templates and give you a link to each one.
Get Answers and Reports by Asking
Ask which articles were viewed most last month, which three had the lowest rating in the last seven days, or how Instant Answers are performing on your portals. You don’t need to know how the data is organized or which report to build. Genie pulls the answer from your analytics data and returns it in seconds with a chart and links to the articles. From there, ask it to act on what it found, such as drafting an update to a poorly rated article or improving a workflow.
Build Agentic Workflows by Describing Them
Give Genie a source document or describe the process you want to automate, such as handling a card dispute or a claim status request, and it turns it into a workflow outline with the steps and decision points in Agentic Studio. Ask for changes in the same conversation, then review, refine, and approve the workflow before it is published.
Human Review and Guardrails Built In
Genie acts with each user’s role and permissions, so it can only take the actions that user could take in the console. New content lands in draft and changes go through your existing review and publishing steps.
See Genie in action
