Even the best articles can lead AI agents to the wrong answers
One question, many unconnected articles
Each article explains one product, policy or process. Many customer questions span several of them at once, and the answer depends on how they relate. AI agents have to find every relevant article and determine how they connect – with no way of knowing whether they missed anything.
Every extra search adds cost
When content lacks structure or context, the AI agent searches, checks its answer and searches again. Each pass uses more tokens, slows the response and gives the answer another chance to go wrong.
Close matches can lead to wrong answers
AI agents retrieve articles that most closely match a question. But the right answer often depends on the customer’s situation, which the question alone doesn’t show. The AI agent can then answer from an article that fits the topic but doesn’t apply to that customer.
eGain Knowledge Graphs helps AI agents give complete, accurate answers in fewer steps
Model Your Business
Build an ontology of your business by defining the things that matter, such as products, benefits, fees and policies, along with the relationships between them. AI agents can then follow those relationships from one entity to the next, which tags and metadata alone can’t do. Create your own entity and relationship types to match how your organization works.
Linked to Trusted Articles
Connect any entity in the graph to the knowledge article that explains it. The AI agent follows the relationship to the right article and answers with full detail from approved content.
Precise Answers in One Step
AI agents query the graph the way they would query a database, and go directly to the facts that apply to the customer’s question. They find what they need faster and ask fewer follow-up questions.
Facts Beyond the Knowledge Base
Map product catalogs, promotions and regulations that rarely get written as articles, then connect them to the products, plans and regions they apply to.
Built-In Governance
Graphs get the same auditing, version control and governance as your knowledge content, all managed in eGain.
Manage your knowledge base and knowledge graphs on one platform, with the guidance on how to balance the two.
Content and Graphs in One Place
Knowledge graphs work alongside your existing knowledge base. Articles and graphs are created, governed and published together in eGain. They stay connected as your products, policies and promotions change.
Built from the Knowledge You Already Have
The taxonomies, topic trees and metadata in your knowledge base already describe how your business works. eGain helps you turn that structure into graphs your AI agents can use.
The Right Balance of Content and Graphs
Graphs take ongoing effort to maintain, and content alone leaves AI agents doing extra work to find answers. eGain guides you to start with one graph for one use case, then add more where they pay off most, such as stable, high-stakes areas like compliance. Fast-changing topics stay as well-written articles.
Benefits
More complete answers the first time
Higher accuracy on complex questions
Faster responses at a lower cost per answer
Knowledge Graphs in Action
Challenge
A customer asks what benefits and fees come with a premium travel card. The details are spread across a product profile, a fee schedule and several benefit articles, so the AI agent pulls some of them and misses others.
How eGain Helps
The graph connects the card to every benefit it offers, every fee it charges and the article that states its rules. The AI agent queries the graph for that one card, then follows the links to the approved articles for the details.
Results
The customer gets one complete, accurate answer with no follow-up questions, and the AI agent gets there with fewer retrieval steps.
