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eGain Corporation, Anand Subramaniam, SVP Global Marketing: View From The Top

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Customer Service AI that Deserves the Hype

Bandwagon buyers often experience disappointment when they realize little or no value after adopting a hyped-up technology—Gartner calls it the “trough of disillusionment”. Some argue that AI is already starting to slip into the proverbial trough but there has never been or will be such a phase for eGain’s AI knowledge, and we are not disillusioned about it!

Built on pioneering AI technology and fine-tuned from lessons learned in client trenches over a 20-year timespan, eGain’s AI Knowledge has been delivering transformational benefits to contact centers and customer service organizations. Here are some examples:

♦ Leading telco improved First-Contact Resolution (FCR) by 23%, while speeding up agent time to competency by 100% and improving Net Promoter Score (NPS) by 20%

♦ Leading 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!

♦ Leading financial services solution provider and BPO reduced response time by 47% and improved compliance by 30%

♦ Premier manufacturer of household appliances saved $50M a year by reducing unwarranted truck rolls through better problem resolution in the
contact center

♦ Leading telco reduced unwarranted ‘No Fault Found’ handset exchanges and returns by 38% through better problem resolution in the contact center

Done with the right technology and solution partner, AI does not have to fall into the trough after all! Our CEO announced the age of knowledge in this magazine in 2016. I completely agree—and the age of knowledge has now evolved into the age of AI knowledge. Where is the well-deserved hype, when we need it?!

1252 Borregas Avenue
Sunnyvale, CA 94089
Phone: 408.636.4500
Email: info@egain.com
Web: www.egain.com

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