Knowledge Management
in Banking

61% of banking business is projected to be digital by 2024, but only 9% of bankers describe their digital CX as excellent.

BAI (Bank Administration Institute)

Digital banking is poaching 38% of deposit from consumers’ primary banks in the US and 51% in the UK with 36% of consumers citing lack of digital tools from their primary bank for their switch.

Bain survey (2021)

Banking CX showed the least improvement across all industries over the 2018-2020 period.

Forrester CX 2018-21


Per Gartner, poor CX has been the biggest barrier to digitalization success and disparate knowledge silos in organizations is a big deterrent to good CX . No wonder Gartner rates knowledge management (KM) as the #1 technology to improve not only CX, a critical success factor for digitalization success, but also the employee experience (EX) and operational performance. But legacy KM systems have failed to deliver the goods, calling for a need to modernize it with a revolutionary new approach called the “Knowledge Hub™.”

The eGain Knowledge Hub is the first such solution to unify and orchestrate all the essential technology building blocks of KM, including content management, profiled access, intent inference, search methods, conversational guidance (what to say next), process guidance (what to do next), analytics, personalization, and connectors to existing systems, powered by AI, ML, and analytics.

Why eGain

Industry success

Track record of success at scale with the biggest banks. eGain clients took 4 out of the top 5 spots among multichannel banks in the 2021 US Forrester CX Index!

Business value

Rich out-of-the-box functionality for quick business value, say no to toolkits and multi-year development, customization, and integration projects.

Security and compliance

Compliant with privacy and security standards such as PCI, NIST SP 800-53, HIPAA, and FedRAMP.

Ease of innovation

One-of-a-kind, risk-free production pilot—not a toy sandbox—so you and your team can experience the solution free of charge and obligation.

Domain expertise

More than two decades of experience in KM and banking domain expertise.


The top-rated SaaS solution for digital-first, knowledge-powered customer engagement automation that includes unified omnichannel hubs for managing knowledge, conversations, and analytics, powered by AI, ML, and analytics

The eGain AI Coach™ is the first-of-its-kind turnkey solution that enhances customer loyalty and wallet share by automating financial wellness coaching at scale with knowledge, AI, analytics, and gamification

Banking leaders trust eGain!


Improvement in advisor productivity


Jump in First Contact Resolution


Drop in training time

44% of banking customers complain about consistency of knowledge (answers) and customer service

eGain-Dimensional Research survey

Top-10 Global Bank

Our knowledge hub enabled this client to improve advisor productivity by 15%. The power of proactive knowledge and personalized guidance for advisors at work.

Multinational Financial Services Provider

Thanks to our knowledge hub with AI guidance for customer service, First Contact Resolution (FCR) jumped 36% and training time dropped 40%.

Federal Credit Union Giant

Engages with millions of consumers across digital channels such as SMS, email, and mobile app to create proactive, wow experiences. The credit union sends over a billion messages per year with the eGain Conversation Hub™, using over 800 knowledge templates created in as little as 10 minutes with eGain’s authoring console! Rich API integrations enable 360-degree customer views for agents and seamless notification set up and delivery automation.

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