eGain(US:EGAN) Globenewswire·2025-12-18 21:48Core Insights - eGain Corporation has been selected by Achmea to provide its AI Knowledge Hub and AI Agent software to enhance knowledge management and support Achmea's transformation into a Digital Insurer [1][3]. Company Overview - Achmea is a major cooperative insurance and financial services group in Europe, headquartered in Zeist, Netherlands, serving over 10 million customers with various services including health, life, and banking [2]. Strategic Shift - Achmea is focusing on becoming a Digital Insurer, prioritizing customer experience and self-service adoption, and has identified the need for a Knowledge-as-a-Service (KaaS) partner to modernize its knowledge management [3][4]. Implementation Details - The deployment will empower 21,000 users within Achmea, including 8,225 contact center users and 12,750 enterprise users, with an AI Agent license for each [5]. - The solution will integrate over 26,000 documents into a centralized knowledge base, creating a single source of trusted knowledge for customer inquiries across Achmea's operations [6]. Expected Outcomes - Achmea's integrated approach will unify its knowledge ecosystem, ensuring consistent responses for agents and staff while enhancing operational efficiency [7]. - The implementation aims to deliver seamless customer experiences, accelerate self-service adoption, and provide agents with relevant answers to improve service efficiency [8]. Leadership Insights - Achmea's IT Director emphasized the commitment to delivering personalized and efficient service as part of their Digital Insurer transformation, highlighting the importance of eGain's solutions in providing a unified knowledge foundation [9]. - eGain's CEO noted that Achmea's vision requires enterprise-wide access to trusted knowledge to enhance both employee productivity and customer experience [9].