Introduction: The AI Revolution’s Unintended Consequence Enterprise automation has created an unexpected operational challenge. While self-service AI agent technology handles an increasing proportion of routine customer inquiries and delivers measurable efficiencies, it has simultaneously transformed contact centers into high-pressure environments where agents exclusively manage the leftovers – complex, emotionally charged interactions. The financial implications are...| eGain
The Promise That Fell Short AI Co-pilots promised transformative improvements for contact centers, yet most enterprises still struggle to realize significant value. With Gartner projecting that 60% of poorly grounded AI initiatives will be abandoned by 2026, CX leaders must urgently rethink their approach. Despite significant effort and investment, trust is limited, adoption remains low,...| eGain
In today’s rapidly evolving business landscape, the promise of Generative AI to transform customer service operations has captured the attention of executives across industries. However, as many organizations have discovered, there’s a significant difference between experimenting with GenAI and successfully implementing enterprise-ready solutions that deliver measurable ROI. At eGain, we’ve observed a consistent pattern: businesses...| eGain
In today’s competitive business landscape, the success of a merger or acquisition hinges on how quickly two companies can act as one unified entity. While systems may take months or years to integrate, customers and stakeholders expect a seamless experience from day one. This disconnect creates one of the most challenging aspects of any merger:...| eGain
Introduction: The Dawn of a New System of Record Enterprise architecture has historically centered around critical systems of record—ERP for financial data, CRM for customer relationships, HCM for employee information. These foundational platforms have powered enterprise operations for decades, establishing the guardrails and frameworks that enable reliable business processes. Today, we stand at the cusp...| eGain
eGain’s leading AI knowledge platform tackles this problem systematically with GenAI, based on a fundamental insight: knowledge flows naturally through conversation and collaboration| eGain
In the emerging knowledge economy, AI-powered KCS implementation may well be the difference between market leadership and obsolescence| eGain
The KCS-verified edition of the eGain AI Knowledge Hub, working in conjunction with the eGain AI Agent, offers a comprehensive solution for organizations looking to transform their knowledge management strategies| eGain
Key lessons from real-world AI projects in customer service automation. Learn how knowledge management unlocks Gen AI’s full potential for CX improvements.| eGain
With AI set to redefine customer service, the companies that act fast will emerge as leaders in their industry.| eGain