#1 AI Knowledge Platform
eGain Knowledge Hub

A win-win for the customer and the business, self-service is key to scaling customer service cost-effectively. eGain Knowledge Hub allows you to publish customer-facing knowledge directly to your website so that customers can self-serve, providing a great customer experience and reducing the need for agent contact. Articles and step-by-step process guidance can be published into self-service portals, which can be styled to match the company branding and seamlessly embedded within the company website(s). Contextual knowledge can be pushed proactively to the user, relieving them of cognitive burden and reducing customer effort.

Also available is enterprise-grade virtual assistance in the eGain Virtual Assistant™ that can be deployed on your website, mobile app, and even agent-assisted digital channels for initial engagement and triaging. Where escalation is needed, the Virtual Assistant passes the context to agents for a seamless transition to human-assisted service. Moreover, the Virtual Assistant is able to use enterprise data to personalize responses to returning or authenticated users. Botmasters and analysts can measure, manage, and optimize the Virtual Assistant’s operation by leveraging past customer conversations to further train and improve its performance.

As self-service gets smarter, agents are getting more complex questions. In fact, 63% of contact center agents confirmed this in a recent survey of over 300 agents by BenchmarkPortal. Moreover, today’s millennial and Gen Z agents have a much shorter attention span and hate traditional training. They want to be able to find the answer needle quickly and easily in an ever-growing enterprise content haystack and prefer contextual guidance to be delivered in the flow of their customer conversations.

eGain Knowledge Hub features Instant Answers™, which is powered by generative AI. For example, it can pinpoint and highlight the answer in a long document or compile answers from multiple sources, while providing attribution. Generative AI also helps classify queries, summarize conversations, and generate responses. Also included are multiple search methods such as traditional keyword and faceted search. The hub can also federate answers from third-party content sources such as SharePoint repositories that may already exist in the enterprise.

Powered by AI reasoning, conversational guidance helps agents resolve customer more complex problems and provide situational advice like a trained expert would. The guidance can be personalized to the experience level of the agent. For example, experienced agents may be allowed to take shorter paths to resolution or skip the guidance altogether.

Our clients see up to 35% improvement in First-Contact Resolution, 20% improvement in Net Promoter Score, 50% reduction in training time, and up to a 100% increase agent speed to competency.

eGain Knowledge Hub makes authoring easy with a comprehensive set of capabilities for knowledge creation:

Connect The Dots

Built with an open, BYO (Bring Your Own) architecture, eGain Knowledge Hub comes with pre-built connectors to leading CRM, ECM (Enterprise Content Management), and DM (Document Management) systems. Moreover, the architecture allows you to plug in any third-party bot, desktop, or channel into the hub. For example, you can embed eGain Knowledge into a Salesforce desktop, integrate with bots such as Google Dialog Flow, IBM Watson, and home-grown bots, or leverage any LLM—OpenAI’s GPT-4 or Google Bard, for example. The ability to embed knowledge into the workflow of your agents and push contextual knowledge and guidance to agents makes the difference between success and failure in knowledge implementations.