AI-Powered Customer Service Is Only As Good As Its Content Foundation
The customer service landscape is experiencing a seismic shift. According to Gartner, eighty-five percent of customer service leaders plan to explore or pilot customer-facing conversational AI solutions in 2025. Even…
Successful AI Implementations in Financial Services Start With Trusted Knowledge
Enterprise knowledge bases are the invisible infrastructure that drives every critical business operation in financial services. When customer service representatives answer questions, when compliance officers validate procedures, when advisors guide…
Learnings From A Brief History of AI and Knowledge Management
Today's AI excitement feels unprecedented—every company racing to integrate large language models, billions in investment, and breathless predictions about transformation. But we've been here before. The current wave of AI…
Why Hybrid AI is Critical for Enterprise Knowledge Management
The rush to integrate Large Language Models (LLMs) into enterprise knowledge management systems has created a dangerous blind spot: the assumption that probabilistic AI can handle all knowledge retrieval and…
Why Customer Experience is the North Star for AI ROI: Lessons from MIT’s Sobering Reality Check
As CEO of eGain, I've spent the better part of two decades watching enterprises grapple with technology adoption challenges. But the recent MIT study from the Nanda group has crystallized…
AI Knowledge Management – The Essential Complement to Training the Digital Workforce
Traditional learning and development programs have long served as the backbone of employee onboarding and ongoing education. However, in today's rapidly evolving workplace, L&D teams are facing unprecedented challenges that…
The End of Agent Burnout: How GenAI + Knowledge Management Creates Instant Experts in Customer Service
Discover how the powerful combination of GenAI and knowledge management is solving the customer service industry's biggest challenges while delivering measurable business results. Customer service is in crisis. Despite US…
The AI Revolution in Customer Service: Why Your Knowledge Infrastructure Is the Make-or-Break Factor
The customer service landscape is undergoing a seismic shift. Within just two years, every business has become an "AI business" by necessity, fundamentally transforming how we operate, serve customers, and…
Customer Self-Service in the Age of AI: The New Best Practices
Customer self-service is considered the “killer application” for AI. However, unless best practices are followed, customer self-service might degrade quickly into customer disservice causing defection instead of delight. Here are…
Elevating Performance: Seven Essentials for Deploying AI Agents in Contact Centers
Introduction: The AI Revolution's Unintended Consequence Enterprise automation has created an unexpected operational challenge. While self-service AI agent technology handles an increasing proportion of routine customer inquiries and delivers measurable…
