Knowledge AI Innovation Best Practice Webinars
KM Institute Webinar
Knowledge-Backed GenAI for Customer Service: Lessons Learned and Success Stories
Per Gartner, 100% of GenAI virtual assistants for customers and contact center agents will fail without knowledge management (KM). Without a trusted knowledge foundation to feed it, along with controls and guardrails on how it is used, GenAI initiatives are doomed to fail.
- How do you safely implement GenAI with a knowledge foundation?
- How do you accelerate the knowledge lifecycle and speed to value with GenAI?
- What are the lessons learned from early GenAI-knowledge deployments?
Get answers to these questions and much more.
KMWorld Keynote
Trusted Knowledge for Customer Service in the Age of GenAI
There is no question that GenAI has reignited interest in KM. Gartner predicts that 100% of GenAI virtual customer assistant and virtual agent assistant projects that lack integration to modern KM systems will fail to meet their CX and operational cost-reduction goals by 2025. As businesses experiment with GenAI, they are realizing that robust KM is foundational to its success. Roy discusses how KM and GenAI can accelerate and ensure mutual success, creating transformational business value at warp speed. He shares stunning success stories from clients. Get insights and ideas for your enterprise.
Chartwell Webinar
Charging Up Utilities CX with Knowledge-Backed GenAI
Consider these stunning stats:
- The utility sector has been ranked next to last in Forrester’s CX Index for years.
- Utility CX dropped 2 years in a row in J.D. Power’s CSAT survey.
- 76% of consumers say utility contact center agents lack knowledge (Forrester).
Watch this webinar recording to learn how Knowledge-backed GenAI can charge up utilities CX.
Learn how a major utility improved search success for consumers and contact center agents by 6X and accelerated knowledge creation and curation by 5X, as well as lessons learned from early KM-backed GenAI deployments.
destinationCRM Webinar
Knowledge-Backed GenAI for Customer Service: Lessons Learned and Success Stories
The importance of KM has skyrocketed along with that of GenAI since the former is foundational to the success of the latter. Without a trusted knowledge foundation to feed it, along with controls and guardrails on how it is used, GenAI initiatives may very well be doomed to fail.
- How do you safely implement GenAI with a knowledge foundation?
- How do you accelerate the knowledge lifecycle and speed to value with GenAI?
- What are the lessons learned from early GenAI-knowledge deployments?
Get answers to these questions and much more by watching the webinar recording.
Webinar featuring ESB Networks
Generative AI for Customer Service: Success Stories and Lessons Learned
A stunning stat from the Harvard Business Review for you to consider: 80% of AI projects have failed!
The burning question today: How do you safely implement and unleash business value for CX and EX (employee experience) from Gen AI with a knowledge foundation? What are the lessons learned from early deployments?
Watch this webinar featuring a real-world success story from ESB Networks, the leading utility in Ireland!
Specsavers webinar
Vision to Wow: Specsavers Success Story with Knowledge-Powered Digital CX
Did you know that retail CX has declined over the last 12 months, as per the 2024 Forrester CX Index? Not surprising since 56% of shoppers still say they get different answers from retailers for the same question across touchpoints (Source: Dimensional Research).
Yes, implementing customer service channels and making sure they are unified is important but if a retailer cannot give correct and consistent answers to shopper queries, moving the needle on CX will be next to impossible.
eGain webinar
Do More with eGain AssistGPT
In May 2024, we announced that eGain AssistGPT, your AI powered assistant for automating knowledge management, content authoring, and agent tasks, was available for you to turn on and use. We are super excited by how many of you did just that and have begun letting AssistGPT take the strain for your daily ‘to do’s.
Here’s what you’ll learn:
- The top 3 use cases for AssistGPT so far.
- How to incorporate them into your own knowledge management practice.
- How to extend AssistGPT with your own prompts to introduce your own use cases.
eGain and CMSWire webinar
The Best Use Cases for Generative AI in Customer Service
If you manage contact center/customer service operations or you are in charge of transforming CX, AX (agent experience), or EX (employee experience), do you wonder what you need to know and do with generative AI, so you can get ahead of your peers in leveraging this disruptive innovation? What are the practical customer service use-cases for generative AI? How can you mitigate risk and maximize value?
Watch this webinar to get answers to your questions.
eGain and Porsche consulting webinar
Modern Knowledge Management and Lean: The Cure-All for CX and Agent Experience
The challenges facing contact center and CX executives have never been greater. At the same time, fresh management approaches and game-changing technologies such as gen AI and modern knowledge management present opportunities to innovate and deliver on the demands from the C-suite. CX leaders need to navigate challenges such as soaring customer expectations set by industry trailblazers like Amazon, agent retention and training crisis, and generative AI now directive from top – all while mitigating potential risks.
eGain webinar
Knowledge-Powered Employee and CX Transformation at Department of Veteran Affairs
Customer experience (CX) and employee experience (EX) go hand in hand. One cannot exist—let alone excel—without the other. There is a singular technology that can transform both at the same time. Per Gartner, it is knowledge management (KM) for 2024 and beyond. The preeminent analyst firm says that KM not only improves CX and EX but also operational performance.
Watch this webinar to learn how the Department of Veterans Affairs transforms the experience of millions of customers and tens of thousands of employees, using eGain’s AI-powered Knowledge Hub!
eGain webinar
Masterclass – Generative AI for Customer Service Demystified
You got the generative AI directive from the C-suite, and you are scrambling to figure out how to harness it for customer service, while mitigating risk. That is exactly what talked about at our virtual masterclass on generative AI. Some items covered:
- What is generative AI and how does it work?
- What are the sweet-spot use-cases for gen AI in the context of contact centers and customer service?
- Why are Gen AI and KM (Knowledge Management) essential for mutual success?
- How does Gen AI help automate knowledge management?
eGain webinar
Harnessing Generative AI for CX & EX: A Practical Approach
ChatGPT has taken the world by storm with both Wall Street and Main Street furiously reading up on generative AI and what it can do for them—and to them. As someone in charge of CX and EX (employee experience), how do you harness this powerful technology to turbocharge your automation and human augmentation initiatives? View this session to learn about generative AI and a step-by-step approach to leveraging it in your contact center and beyond.
eGain webinar
Experience Success™ webinars | Human capital services provider success story
As a practitioner or executive in CX, AX (contact center agent experience), and EX (employee experience), you are always hungry to hear about success stories from your peers. They are a treasure trove of best practices, tips and tricks to leverage, pitfalls to avoid, and value creation journeys to learn from. We are thrilled to announce the Experience Success™ Webinar Series, which is exactly just that! eGain Customer Success Managers will speak about these stories with clients participating where available.
