A major utility company serving 2.6 million customers adopted eGain’s AI Knowledge Hub™ combined with Generative AI to overhaul its knowledge base. The platform automated content creation, tagging, and linking, enabling agents to find information 6x faster and build knowledge 5x quicker, significantly improving agent productivity and customer satisfaction.
- 5x faster knowledge creation
- 6x faster information retrieval
- 98% success rate in finding accurate answers
- Reduced call escalations
- Increased agent confidence and satisfaction
Outdated, fragmented knowledge systems caused slow, inconsistent, and inaccurate customer support
Implemented eGain Knowledge Hub™ with NLP search, AI guidance, and integration with CRM and SharePoint systems to centralize and automate knowledge workflows
- Faster, more accurate agent responses
- Increased first-contact resolution
- Reduced workload on higher-tier support
- Improved customer and agent satisfaction
