Knowledge Automation
Keep your knowledge base in step with what customers ask, so every AI answer starts from content you can trust.
One closed loop for questions and content
AI sounds confident even when the knowledge behind it is wrong.
Questions change faster than content
Customers ask new questions every day, but knowledge base reviews tend to happen periodically, often after those questions first appear. The gap between the two grows unseen until a customer complains or an AI answer goes wrong.
The most valuable content can be hard to spot
eGain’s work with leading banks, insurers, and healthcare providers shows that about 80% of a knowledge base’s value comes from about 20% of its content. Without a way to rank fixes, teams can spend time editing articles that are rarely used while high-demand answers stay out of date.
One wrong article spreads to every channel
When the same knowledge feeds self-service, live agents, and AI agents, an outdated policy or a contradiction between two articles shows up in multiple channels.
eGain Knowledge Automation finds, fixes, and publishes the knowledge people need in one continuous loop, with your experts in control.
See Where Questions and Content Fall Out of Sync
The loop shows exactly where demand and content no longer match, and flags mismatches between questions and content. That could be a frequent question with no article, an article nobody asks about, or a high-demand article that fails a quality check. Teams see the gap as it opens instead of at the next audit.
Identify Highest-Impact Gaps and Draft Edits
Every recommended action is ranked by impact and frequency, whether it calls for new content, an update, or a remediation task. Teams always know what to fix next and can focus on the 20% of content that delivers most of the value.
Where a gap shows up, teams can pull together existing articles and past resolutions from real conversations and curate them into a draft answer. Knowledge only an experienced agent knew becomes an article everyone can use.
Verify Articles Before They Go Live
Every new or updated article passes consistency, compliance, and correctness checks before it is treated as trustworthy. Duplicates, missing metadata, regulatory gaps, contradictions, and stale content get caught before they reach a customer. Learn how Knowledge Intelligence runs these checks.
Publish Once, Update Every Channel
Once a fix is approved, Knowledge Automation pushes it to all relevant channels and audiences. Self-service portals, agent desktops, and AI agents all answer from the same corrected content.
Experts Stay in the Loop
AI handles the discovery, curation, and cleanup work that used to take months of manual effort. Your knowledge experts guide priorities and approve changes, so the work moves faster without taking control away from the people accountable for it.
The Trusted Foundation for eGain AI
Get a complimentary AI Content Readiness Assessment to see where your knowledge base stands today.
