Founded in the late 1990s, eGain began as a digital customer service software company. “Our original sweet spot for the use of knowledge was contact centers providing customer service,” said Anand Subramaniam, global marketing SVP at eGain. “But we have now expanded across the enterprise with our AI KM platform, including HR, IT help desk, field service, and sales.” Using a large set of prebuilt connectors, eGain also easily integrates with other enterprise systems.
The four major offerings—eGain AI Knowledge Hub, eGain Conversation Hub, eGain Analytics Hub, and the eGain AI Agent—constitute a unified suite that incorporates support for an array of digital channels such as messaging and chat. The AI Knowledge Hub provides a rich source of content that reflects both the existing eGain Knowledge Hub’ s information and the agents’ knowledge provided to customers in near real time. “Using the latest generative AI [GenAI], we mine customer conversations with the best agents to develop trusted, consumable knowledge,” added Subramaniam.
The conversations can be either voice or digital input. Once captured, they can be mined for insights. Some of the information gleaned might be tips about how to handle a specific problem with a product. Process information can also be valuable. For example, it can share how the best agents zero in on the intent of the call, carry out a conversation like an expert would, and resolve the problem or provide advice.
Some of this information may not be documented explicitly in the eGain Knowledge Hub, but once discovered in recordings or other input, it can be captured and curated there. “Companies have a lot of options for configuring our system to utilize this information and deciding when and how AI should be used,” Subramaniam commented. “With our open architecture, they can bring their own bots and LLMs and, with the power of today’s GenAI, can also leverage reasoning to resolve more complex queries.”