Knowledge Management in Utilities

48% of consumers cannot find answers on utilities websites or app

Overall CSAT for utilities companies follows digital CSAT

Utilities perform the worst in digital experiences

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 Communications Service Providers (CSPs).

Technology

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.

Security and compliance

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

Domain expertise

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

Business value

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

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.

Leading utilities trust eGain!

Fortune 500 utility client serves consumers across six states in the US. Having to handle a broad range of customer queries across website authentication, troubleshooting, billing, Covid-19 issues, and others, its contact center agents were struggling to find answers to customer questions in their CRM system and SharePoint. With NLP search, AI guidance, and personalization capabilities in the eGain Knowledge Hub™, integrated with their SAP CRM and SharePoint systems, agents are now able to find fast, accurate answers 90% of the time! Managers also report great author, admin, and operational experiences beyond the agent experience.

Major UK utility, serving over a million households, aimed to slash agent training costs and reduce unwarranted engineer callouts with more effective problem resolution from their contact centers. With search and AI guidance capabilities in the eGain Knowledge Hub, the utility was able to slash agent training time by 50% and engineer callouts by 25%, while improving First-Contact Resolution (FCR) by 60%, all within the first nine months of deployment!