Cabinetworks Group Selects eGain AI Knowledge Hub and AI Agent to Transform Customer Service Operations

Core Insights - eGain Corporation has partnered with Cabinetworks Group to implement its AI Knowledge Hub and AI Agent for Contact Center, aimed at modernizing Cabinetworks' knowledge management and enhancing customer service operations [1][4]. Company Overview - Cabinetworks Group is the largest privately held kitchen cabinet manufacturer in the United States, featuring iconic brands such as KraftMaid, Medallion, Merillat, and Smart Cabinetry [2][8]. - The company operates over 20 locations, including 15 manufacturing facilities, and employs more than 5,000 team members [8]. Challenges Faced - Cabinetworks identified the need to modernize its customer service approach due to operating across multiple legacy systems, recognizing that AI would be essential for supporting its growth strategy [3]. - The company aimed to transition from outdated document management tools to a best-in-class knowledge management system to improve efficiency and accuracy in responding to customer inquiries [3]. Solution Implementation - The partnership with eGain will replace fragmented information sources with a unified AI Knowledge Hub, providing intelligent search, content lifecycle controls, and analytics [4]. - The implementation includes an AI Agent for Contact Center, which offers contextual assistance to agents, and integrates with Five9 and Salesforce CRM for a seamless user experience [4][6]. - A self-service portal will be established, allowing customers to find answers independently, thereby improving overall efficiency [4][6]. Operational Impact - The unified knowledge foundation will enable real-time access to information, enhancing the speed and quality of service provided to customers [5]. - Agents will have immediate access to up-to-date information across various brands, improving their effectiveness in handling customer inquiries [6]. Executive Insights - Matt Conant, VP of Customer Experience and Care at Cabinetworks, emphasized the importance of modernizing knowledge management to scale operations and improve service quality [7]. - Ashu Roy, CEO of eGain, highlighted the unique knowledge challenges faced by manufacturers and the role of the AI Knowledge Hub in delivering real-time support [7].