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 reasoning tasks. While LLMs like GPT-4 and Claude offer remarkable capabilities, relying solely on these general-purpose models for critical business functions risks consistency, accuracy, and…

Published on: October 7, 2025Author: eGain

Knowledge management

Transforming BPO Operations: How AI-Powered Knowledge Management Drives Success

The business process outsourcing (BPO) industry stands at a critical inflection point. With companies managing complex multi-client operations across diverse industries, the pressure to deliver consistent, high-quality customer experiences while maintaining operational efficiency has never been greater. The solution lies in harnessing AI-powered knowledge management platforms that transform how agents access, utilize, and deliver information….

Published on: September 23, 2025Author: eGain

AI CX Automation

Closing Strong: eGain’s Q4 2025 Results Showcase AI CX Automation Momentum

As we wrap up fiscal 2025, I’m excited to share results that demonstrate the strength of our AI knowledge platform and the tremendous opportunity ahead in AI customer experience automation. Record-Breaking Quarter, Solid Foundation We closed Q4 2025 with one of our largest deals ever signed this quarter, driving total revenue to $23.2 million—up 11%…

Published on: September 5, 2025Author: Eric Smit

Artificial Intelligence

Customer experience

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 something I’ve been observing in boardrooms across the Fortune 2000: while 95% of AI initiatives are failing to deliver meaningful ROI, there’s one glaring exception…

Published on: August 29, 2025Author: Ashu Roy

Artificial Intelligence

Knowledge management

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 require innovative solutions. The answer lies not in replacing traditional training, but in complementing it with AI-powered knowledge management systems that deliver real-time, contextual guidance…

Published on: August 22, 2025Author: eGain

Artificial Intelligence

Customer service

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 companies spending a staggering $102 billion on training in 2023 alone, the industry faces unprecedented challenges: 50% agent churn rates, training materials becoming obsolete before…

Published on: August 22, 2025Author: eGain

Artificial Intelligence

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 think about efficiency. But here’s the catch that many organizations are discovering the hard way: AI is only as good as the knowledge you feed…

Published on: August 21, 2025Author: Ashu Roy

Knowledge management

Mitigating Regulatory Risk Through Intelligent Knowledge Management: The Single Source of Truth Imperative for Financial Services

Executive Summary Financial services organizations face an unprecedented regulatory landscape, with compliance failures resulting in billions in fines annually. The integration of artificial intelligence technologies has created new opportunities for efficiency while simultaneously introducing novel compliance challenges. This white paper examines how intelligent knowledge management systems, anchored by a single source of truth (SSOT), serve…

Published on: July 30, 2025Author: Ashu Roy

Artificial Intelligence

Customer service

Self-service

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 some practices that have enabled our Global 1000 clients to achieve up to 90% call deflection while building the brand at the same time! 1….

Published on: July 1, 2025Author: Anand Subramaniam

Artificial Intelligence

Contact center customer service

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 efficiencies, it has simultaneously transformed contact centers into high-pressure environments where agents exclusively manage the leftovers – complex, emotionally charged interactions. The financial implications are…

Published on: June 4, 2025Author: James Hunt