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#1 AI KNOWLEDGE PLATFORM
EGAIN KNOWLEDGE HUB

Ask for demo




EGAIN SPECIAL EDITION

KNOWLEDGE MANAGEMENT FOR DUMMIES

Download now




WHAT ANALYSTS SAY ABOUT EGAIN

Top score in the 2023 Gartner Critical capabilities report for the CRM customer
engagement center for knowledge management + digital engagement + composable
experience platform
Top score for “current offering” (that is, product) in the 2021 Forrester New
Wave (most recent report) on Digital-First Customer Service




EGAIN WINS KMWORLD MAGAZINE’S KM PROMISE AWARD FOR 2023

Read more




KNOWLEDGE: THE SECRET SAUCE FOR DIGITAL TRANSFORMATION

It is knowledge or bust when it comes to experiences, whether it is CX, AX
(agent experience in the contact center), employee experience (EX), or BX
(Business Experience).



CX: Customers demand smarter service, whether it is self-service or
human-assisted.

AX: As self-service gets smarter, agents are left with mainly complex queries to
resolve. No wonder they are looking for a fast, easy way to find the answer
needle in the enterprise content haystack and get next-best-action (say or do)
guidance to help them resolve customer issues.

BX: Business managers want to wow customers and employees by delivering standout
experiences at scale, while ensuring compliance and elevating operational
performance.

According to Gartner, knowledge management for customer service can help the
enterprise accomplish all of this. We agree with Gartner based on the
transformational benefits our clients have been realizing from the eGain
Knowledge Hub™.


THE EGAIN KNOWLEDGE HUB™

Rated #1 by analysts, the eGain Knowledge Hub is a comprehensive knowledge
management solution that improves customer service and empowers
employees–agents, knowledge authors, and operations managers.

It delivers accurate answers and personalized conversational and process
guidance in the flow of work. Part of the Knowledge Hub is eGain AssistGPT™, a
comprehensive, no-code, generative AI tool that helps agents, authors, and
operations managers become more effective and efficient.

The Knowledge Hub unifies and orchestrates all the building blocks needed for
modern knowledge management: content management, profiled content access,
generative and conversational AI, search methods, and knowledge analytics.




SUCCESS@SCALE

Our clients have transformed service at scale with the eGain Knowledge Hub



30 points

increment in Net Promoter Score

Leading telco improved Net Promoter Score by 30 points, First Contact Resolution
by 37%, and training time by 50% across 13,000 contact center agents and retail
store associates



33%

reduction in agent training time

Leading health insurance provider sustained customer service quality and cut
agent training time by 33% even when their entire contact center had to go
remote when Covid hit





70%

call deflection

Mammoth federal agency deflected up to 70% of calls, boosted taxpayer service by
400%, and reduced case handling time by 25%

25M

inquiries per year

8000 agents at a leading BPO rely on eGain Knowledge to deliver personalized
service to millions of employees at Fortune 500 companies



67%

improvement in speed to answer

Hypergrowth SaaS company improved agent confidence by 60%, answer consistency by
62%, and speed to answer by 67%





BT transformed their customer service operation across thousands of contact
center agents and hundreds of stores with eGain Knowledge Hub. In a 6-minute
video, BT’s Head of Customer Technology & Innovation discusses the pivotal role
of eGain’s knowledge base in this transformation. Key achievements include a 37%
increase in first-contact resolution, a 30% rise in Net Promoter Score (NPS), a
50% reduction in training time, and a 50% improvement in agent speed to
competency


ENRICH SELF-SERVICE

Wow your customers with hyper-intelligent self-service



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.

Knowledge management is the #1 technology to simultaneously improve customer
experience, employee experience, and operating performance.




AUGMENT AGENTS

Make all your agents as good as your best ones



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.


DELIGHT AUTHORS

Take the chore out of authoring



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



 * Content management: End-to-end content management capabilities, including
   collaborative authoring, author productivity tools such as WYSIWYG editing,
   macros, taxonomy management, workflows, and multilingual support. Generative
   AI helps create, improve, and brand-align content, generate summary and
   keywords, and organize articles into topics
 * AI authoring: Case-base authoring for conversational guidance
 * Knowledge delivery: Single-sourced, staged publishing, easy portalization,
   and one-to-one personalization
 * Compliance: Compliance across access, workflows, and conversations

Contact center agents who are not used to working from home are likely to need
assistance in finding information that was previously accessed by simply asking
colleagues seated near them when working in the office.




LEVERAGE INSIGHTS

Optimize knowledge to maximize value

eGain Knowledge Hub comes with extensive analytics to optimize the knowledgebase
across content, intent, guidance, usage, and effectiveness. You can get answers
to questions such as the following:

 * What questions are being asked by customers?
 * Are we able to answer them correctly?
 * Are agents using knowledge and guidance effectively?
 * Is the feedback loop driving improvement?
 * What is the impact of the knowledge-base on metrics pertaining to the agent,
   business and customer experience?

Moreover, generative AI helps extract insights from reports and raw data from
customer feedback and create suggestions for improvement.




CONNECT THE DOTS

Leverage existing systems with pre-built connectors

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.




KNOWLEDGE EVERYWHERE

Create once, deploy everywhere

You can create trusted knowledge in one place and deploy it in personalized
portals, multiple modes in the flow of work such as third-party desktops or
widgets on websites and mobile apps, multiple languages, and interaction
channels. Single-sourcing content and guidance ensures consistency and
compliance and builds trust in the knowledge-base, which drives up adoption and
value creation. Moreover, eGain Knowledge Hub supports 30 languages out of the
box and is configurable to be able to interpret, classify, and respond to
customer messages in any of these languages.




AI EVERYWHERE

Right tool for the right task

Contact us

eGain Knowledge Hub orchestrates and leverages multiple AI technologies across
the knowledge creation, management, delivery, and optimization process:



 * Generative AI
 * Conversational AI
 * Machine Learning
 * Case-based reasoning
 * Natural Language Processing

 * ML is used for intent classification and entity extraction
 * Case-based reasoning is used for conversational guidance and decision-making
 * Generative AI is used to automate knowledge management tasks while making it
   easier for agents to find answers






RESOURCES

What is knowledge management: The process of capturing, creating, sharing,
using, optimizing, and managing information



Knowledge Process Automation: Refers to the automation and/or the augmentation
of business processes with knowledge.



Forbes The missing ingredient in digital transformation targeting customer
engagement



Knowledge Base Software: Enables you to capture, curate, and deliver contextual
knowledge



What is a Knowledge Management System (KMS)?



Knowledge Process Automation: Refers to the automation and/or the augmentation
of business processes with knowledge.



Forbes The missing ingredient in digital transformation targeting customer
engagement



Knowledge Base Software: Enables you to capture, curate, and deliver contextual
knowledge



What is a Knowledge Management System (KMS)?



A-dec selects eGain for knowledge and AI-powered customer support



Forbes The missing ingredient in digital transformation targeting customer
engagement



Knowledge Base Software: Enables you to capture, curate, and deliver contextual
knowledge



What is a Knowledge Management System (KMS)?



A-dec selects eGain for knowledge and AI-powered customer support



White paper: 6 Killer applications for Artificial Intelligence in the customer
engagement contact center



Knowledge Base Software: Enables you to capture, curate, and deliver contextual
knowledge



What is a Knowledge Management System (KMS)?



A-dec selects eGain for knowledge and AI-powered customer support



White paper: 6 Killer applications for Artificial Intelligence in the customer
engagement contact center



Article: Knowledge management: Killer ROI examples from the Global 1000



What is a Knowledge Management System (KMS)?



A-dec selects eGain for knowledge and AI-powered customer support



White paper: 6 Killer applications for Artificial Intelligence in the customer
engagement contact center



Article: Knowledge management: Killer ROI examples from the Global 1000



What is knowledge management: The process of capturing, creating, sharing,
using, optimizing, and managing information



A-dec selects eGain for knowledge and AI-powered customer support



White paper: 6 Killer applications for Artificial Intelligence in the customer
engagement contact center



Article: Knowledge management: Killer ROI examples from the Global 1000



What is knowledge management: The process of capturing, creating, sharing,
using, optimizing, and managing information



Knowledge Process Automation: Refers to the automation and/or the augmentation
of business processes with knowledge.



White paper: 6 Killer applications for Artificial Intelligence in the customer
engagement contact center



Article: Knowledge management: Killer ROI examples from the Global 1000



What is knowledge management: The process of capturing, creating, sharing,
using, optimizing, and managing information



Knowledge Process Automation: Refers to the automation and/or the augmentation
of business processes with knowledge.



Forbes The missing ingredient in digital transformation targeting customer
engagement



Article: Knowledge management: Killer ROI examples from the Global 1000



What is knowledge management: The process of capturing, creating, sharing,
using, optimizing, and managing information



Knowledge Process Automation: Refers to the automation and/or the augmentation
of business processes with knowledge.



Forbes The missing ingredient in digital transformation targeting customer
engagement



Knowledge Base Software: Enables you to capture, curate, and deliver contextual
knowledge





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Commitment to Accessibility
eGain is committed to serving all customers, including those with disabilities.
Our website is currently undergoing redesign to comply with the Web Content
Accessibility Guidelines (WCAG) digital accessibility standards, and we invite
your feedback. If you have difficulty using any aspect of our site, please email
us. You can also call us at +1 408 636 4500 (USA) or +44 1635 800087 (EMEA) for
information about our products, placing orders, or for any of the other services
that customers can access online through our website.
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