Readers' Choice Awards 2026 - eGain: AI ROI is a Knowledge Problem

IDC scored 520 enterprises on AI knowledge maturity this year. 95% are evaluating, piloting, or running AI in knowledge management. The top tier reports a 23% annual gain in business impact. The bottom tier reports 12%. Roughly double the return.

The gap comes down to what sits underneath the AI. Laggards are fighting duplicates, turnover, and disconnected silos. Leaders run knowledge like a discipline: one platform, most processes automated, knowledge engineers on staff.

Traditional knowledge management was built for a slower world. A product launches or a rate changes, and the answer goes stale overnight. AI hands that stale answer to every customer, on every channel, at machine speed.

eGain AI KnowledgeOps, running on the eGain AI Knowledge Hub, is a continuous, automated discipline that keeps every answer current as products, policies, and regulations change.

One governed source. Instant, trusted answers across agents, selfservice, and the tools employees already use.

eGain clients report 37% higher first-contact resolution, a 30-point NPS gain, and 50% faster agent time-to-competence.

Gartner named eGain a Leader in its first-ever Magic Quadrant for Customer Service Knowledge Management Systems.

AI only pays off on the foundation under it. We’ve spent over 25 years building it.

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eGain
https://www.egain.com