Benefits

Cut agent training time by up to 50%. Boost FCR up to 37%, NPS up to 30 points
84% of agents hate their desktop tools (Gartner) and 65% of agents say finding answers to customer queries is their biggest issue (eGain-SurveyMonkey). eGain Knowledge Hub guides agents to fast, accurate answers and through processes, boosting CX, AX (agent experience) and operational metrics.
Deflect agent-assisted service requests by up to 60%
eGain Knowledge Hub helps deliver hyper-relevant self-service across omnichannel touchpoints. Consumers on the IVR and those requesting assisted service through digital channels can be sent a link to hyper-relevant self-service, resulting in up to 60% deflection of requests for agent-assisted service.

Features

Gen AI-assisted content management
Effective knowledge management starts with quality content. The Knowledge Hub makes content creation and curation a snap with AssistGPT generative AI capability, an easy-to-use authoring console, and flexible editorial workflows that ensure consistency, quality, and speed. Extensive reporting and management features enable continuous improvement of knowledge content and AI guidance.
Easy knowledge access: instant answers, guided, federated, and faceted search
Powered by ML, generative and conversational AI, trusted content, and analytics, the solution offers multiple ways to quickly find answers to customer queries, including instant answers, powered by Generative AI, guided search, federated search through pre-built connectors, and faceted search, and conversational AI guidance for problem resolution and product advice.
Personalized knowledge
Tenured agents are more knowledgeable than novice agents. Accordingly, they need less step-by-step guidance. eGain Knowledge Hub personalizes content and guidance that is tailored to the interaction context, agent’s role and experience level, region, and language. Multiskilled agents can have multiple profiles and easily switch between them. Relevant, trusted knowledge can also be exposed to end-customers for self-service.
Multilingual scalable platform
Authors can create, curate, and manage rich multilingual content. The Knowledge Hub supports localized interfaces in multiple languages and scales to handle several thousand concurrent agents in a distributed configuration.
Embedded best practices
The solution benefits from all the best practices developed during successful knowledge management implementations for more than 300 leading enterprises across the globe. It has helped hundreds of companies save millions of dollars while cultivating increasingly happy customers.

Using Generative AI technologies such as eGain Instant Answers, agents find relevant solution snippets from enterprise knowledge bases without needing to guess the right keywords.

eGain Virtual Assistant for Agents continuously monitors conversations to provide relevant proactive guidance and knowledge to agents.

With the help of AI and eGain’s process guidance, leading the agent step-by-step through a business process, a novice agent can handle complex customer issues as skillfully as an expert agent.