Knowledge Management
in Government
CONTACT SALES
2021, 2020, 2019
The Internal Revenue Service (IRS) success story
The IRS had to modernize its customer service organization, improve citizen experiences across touchpoints, fast track issue resolution and benefit claims, and yet somehow contain costs. Using eGain’s knowledge automation and digital engagement platform, the IRS delivered easy taxpayer experiences in a secure, efficient cloud environment.
Watch Anne Shepherd, IRS ACIO, share their transformation journey in partnership with eGain.
Solution
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 leading government agencies at scale.
Quick 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, HITRUST, 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.
Technology
The top-rated, FedRAMP-authorized 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.
Domain expertise
More than two decades of experience in KM and banking domain expertise.
57% of citizens say they got different answers for the same question across touchpoints
Government sector is the least likely to offer service via digital channel of choice
eGain-Dimensional Research survey
English 
German 