Core Insights - eGain Corporation is transforming traditional knowledge management into AI-powered Knowledge Automation, addressing the content chaos that costs organizations approximately $31 billion annually [1] - The company’s AI Knowledge Hub automates manual knowledge management processes, delivering measurable ROI to various business functions including contact centers and HR [1][4] Industry Challenges - Time constraints and lack of resources are the primary barriers to knowledge capture and retention, as identified in a survey of 1000 organizations [2] - Knowledge silos and conflicting information are prevalent issues in contact centers and customer support operations, exacerbated by manual knowledge management processes [2][3] eGain AI Knowledge Method - The eGain AI Knowledge Method focuses on discovering essential knowledge, emphasizing that 90% of knowledge ROI often comes from just 10% of knowledge content [4] - The platform automates previously manual processes, enhancing efficiency in knowledge management [4][5] Benefits of Knowledge Automation - Intelligent Discovery: AI analyzes customer and employee interactions to identify critical knowledge [5] - Content Cleansing: AI eliminates duplicate or conflicting content, streamlining knowledge management [5] - Automated Curation: Trusted knowledge content is sourced and curated automatically, ensuring adherence to templates and style guides [5] - Deterministic Reasoning: AI converts compliance-heavy procedures into consistent answers, reducing errors [5] - Continuous Optimization: Ongoing maintenance and publishing of content is automated, improving organization and metadata generation [5] Impact on Various Departments - Contact Centers: Reduces Average Handle Time (AHT) and improves First-Contact Resolution (FCR) [5] - Customer Support Teams: Enhances customer experience metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS) [5] - HR Departments: Lowers training costs and streamlines employee onboarding processes [5] - Learning and Development: Facilitates efficient creation and maintenance of training materials [5] - Knowledge Management Teams: Breaks down silos to create a unified source of truth across the enterprise [6]