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Anand Subramanian, SVP Marketing, eGain Corporation on how Adoption Of AI Knowledge will Accelerate in 2019

This article appears in the issue January/February 2019 [Volume 28, Issue 1]


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A I-infused knowledge (AI knowledge), can help transform customer service and engagement. That said, CX executives think that identification of use-cases and obtaining funding were among the top barriers to adoption in 2018, per Gartner. The good news: There are, indeed, proven, at-scale use-cases with transformational ROI for AI knowledge. Here are two examples from our clientele:

♦ Conversational and process guidance: AI reasoning can guide contact center agents through a customer service conversation or next best steps in a process. It also works for customer self-service.

♦ A telco giant uses our AI knowledge technology to transform customer service across 10,000 agents and 600 stores—their First-Contact Resolution went up by 37% and Net Promoter Score by 30 points, while the time-to-competency for advisors was cut in half!

♦ Virtual customer assistant (VCA): Our next-gen chatbot leverages both ML and curated learning, along with reasoning, to understand customer intent and resolve issues. Moreover, it is integrated with other channels for connected experiences across touchpoints, including human assistance.

♦ A large tax collection agency uses our VCA to answer tax-payer questions about a range of topics from forgotten passwords to tax-related matters. A premier tax prep services company is deploying our VCA, unified with human assistance for connected escalation, to provide in-app help for DIY customers.

♦ As mainstream buyers learn about use-cases from early adopters, 2019 may very well become the year of AI knowledge!

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eGain Corporation
Contact: www.egain.com


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