eGain’s three steps for CX success with AI
According to Gartner, 60% of AI projects will be abandoned in 2026, despite the ongoing push toward AI implementation. What makes this statistic more clear is that, as a KMWorld survey found, 61% of its respondents do not trust AI-generated answers. With trust in AI disrupting its adoption, organizations must focus on avoiding AI pitfalls in customer experience (CX) as they reach for success..
KMWorld’s most recent webinar, AI Initiatives for CX: Why They Fail and How to Succeed, featured the expertise of Arvind Gopal, VP product strategy, eGain, as he examined the “make or break” circumstances for AI success in CX.
As the AI adage goes, garbage in, garbage out—and the AI content trust crisis continues to uphold this sentiment. “If your content sources are not accurate…then you will not get great answers from your AI system,” noted Gopal.
This is echoed by KMWorld’s “State of AI 2025” report, which found that 61% of respondents received incorrect answers from AI while 61% reported inconsistent answers. Ultimately, 83% of respondents found that KM was very important for AI success, highlighting how “people are realizing the challenges of trusting AI, as well as the challenges of potentially incorrect information being transmitted,” Gopal explained.
The cruciality of robust KM for AI initiatives cannot be understated. Gopal cited a statement from Gartner, emphasizing the totality of Gartner’s certainty:
“By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals.”
How, then, can organizations move from disparate, distantly webbed systems to a unified KM architecture from which AI projects are born to succeed?
Gopal distilled the success recipe into three steps:
- Hub your knowledge.
- Focus on the knowledge you need, not the knowledge you have.
- Deliver trusted knowledge everywhere.
A knowledge hub—such as eGain’s AI Knowledge Hub—harmonizes information into a single source of truth, connecting knowledge silos into a centralized environment. The eGain AI Knowledge Hub ensures AI answers are contextual, intentional, relevant, explained, personalized, and collaborative, leveraging AI and experts to efficiently orchestrate enterprise information.
Even with excellent organization, Gopal highlighted that not all of the information an organization possesses is useful. The eGain Knowledge Method solves this roadblock through a continuous loop of the following steps:
- Discover customer questions from customer conversation stores that inform what knowledge is needed.
- Create and organize that knowledge from documented content and knowledge silos within a knowledge hub.
- Deliver trusted answers in the most optimal customer channels based on query and knowledge context.
Once the knowledge is centralized and married to the context of customer queries, that information must be consumable when and where it’s needed. When implemented correctly, trusted AI knowledge transforms service operations, explained Gopal; solving customer problems at the very first touchpoint leads to a plethora of cost and operational efficiencies.
The eGain AI Agent for Customer Self-Service, for example, can answer customer questions as well as take trusted actions with configurable conformation. The agent offers a conversational, contextual guide for customers utilizing an enterprise’s documents, websites, and knowledge hub.
Another eGain solution, the eGain Agent for Contact Center, further augments CX by monitoring omnichannel conversations with customers in real time, inferring and confirming intent. Once confirmed, the AI agent presents guided knowledge and performs trusted actions within the flow of the conversation, all while ensuring compliance with industry regulations and best practices.
“We believe that if we follow all three steps and set up the underlying source of truth…we can save 75% of customer service costs while improving NPS [net promoter score] points by at least 20,” concluded Gopal.
This is only a snippet of the full webinar brought to you by KMWorld. For the full webinar, featuring in-depth explanations, success stories, a Q&A, and more, you can view an archived version of the webinar here.