Core Insights - eGain Corporation has been selected by OCCU || Oregon Community Credit Union to implement its AI Knowledge Hub and AI Agent software to enhance service delivery and member experience [1][3]. Company Overview - OCCU is a not-for-profit financial cooperative with over $3.5 billion in assets, serving approximately 284,000 member-owners [7]. - The credit union aims to modernize its knowledge management system to address operational inefficiencies and improve member service [2]. Solution Details - The eGain AI Knowledge Hub will support over 700 users, including contact center representatives and enterprise users, through a unified platform [3]. - The solution is designed to optimize authoring and governance procedures, enhancing compliance and operational efficiency while improving user experience [4]. Expected Outcomes - The implementation of eGain's solutions is anticipated to increase efficiency by allowing technical writers to focus on strategic initiatives and reduce onboarding time for new agents [4]. - The unified knowledge management system is expected to empower service teams with instant access to trusted answers, thereby improving employee productivity and member experience [5].

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]