EE-BT (Everything Everywhere) Transforms Customer Service with Knowledge+AI

Knowledge-powered customer service transformation at EE with eGain

EE video - Shorter version EE video - Full version

“We hope you find this interesting. It’s the story of our journey of knowledge transformation with eGain in EE.”

And so begins the customer service transformation story of EE, a leading mobile network operator, powered by eGain Knowledge+AI, as told by its Head of Customer Technology & Innovation. In this 6 minute video, EE reveals how the eGain knowledge base (KB) became fundamental to EE’s customer service transformation. Among results are:

  • First-Contact Resolution up by 37%
  • NPS up 20%
  • Training time down 43%
  • Agent speed to competency up 50%


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