AI 50 Trailblazer: eGain Knowledge Hub™ Transforms Customer, Agent, Author, Admin, and Business Experiences All at Once
Infused with AI, eGain’s knowledge-powered software automates digital-first experiences for enterprises and government agencies. Pre-connected with leading CRM & contact center systems, the eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools.
eGain AI Knowledge at work
♦ A premier health insurance firm reduced agent training time for handling complex health insurance queries by 33% even as its agents—over 2,000 of them—had to go remote overnight due to COVID lockdowns.
♦ Leading telco improved FCR (First-Contact Resolution) by 37% and NPS (Net Promoter Score) by 30 points, while reducing agent training time by 50% across 10,000 agents and associates in 600 retail stores
♦ Leading telco reduced unwarranted ‘No Fault Found’ handset exchanges and returns by 38% through better problem resolution in the contact center
♦ Global bank improved NPS ranking from #3 to #1, while reducing training time by half and agent churn to 1% even as it expanded to 11 countries!
♦ Premier manufacturer of household appliances saved $50M a year by reducing unwarranted truck rolls through better problem resolution in the contact center
♦ SaaS company improves agent confidence by 60%, AHT (Average Handle Time) by 67%, and answer consistency by 62%!
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