^CHICAGO, Oct. 15, 2025 (GLOBE NEWSWIRE) — eGain (NASDAQ: EGAN), a leading
Provider of Trusted Knowledge(TM)-based AI CX automation, today
at their user conference Solve25 (https://www.egain.com/egain-solve-25-
chicago/) in Chicago the transition from traditional knowledge management to AI
supported knowledge automation. The award-winning AI Knowledge Hub
(https://www.egain.com/ai-knowledge-hub/) from eGain enables companies to
completely new approach to the content chaos that they create every year
estimated to cost $31 billion. This enables contact centers to achieve
Customer support teams and internal company departments such as human resources and
Further training a measurable AI ROI.
According to a survey (https://www.egain.com/ai-knowledge-capture-retention-great-
retirement-apqc/) from APQC (American Productivity and Quality Center).
1000 companies, lack of time and resources are the two biggest
Barriers to knowledge capture and storage. This problem becomes
through the time and effort required to manage and update
knowledge content is made even more acute. Especially in contact centers, in
Customer support, human resources and learning and development, where
Knowledge silos, conflicting information and failed ones
Knowledge management projects are commonplace, this represents a big one
Challenge. By automating the entire thing
Knowledge management process – capture, create, curate, publish
and optimization – AI helps address this problem head-on.
?Customer service and support leaders face new demands
Management agreed to the use of voice-based GenAI solutions
support financially. However, the success of these tools depends on quality and availability
knowledge content,” report Kim Hedlin and Jennifer Macintosh from Gartner.
“Many companies rely on manual methods to manage knowledge content
Processes that no longer meet your needs. Through use
AI in knowledge management can be used by managers in customer service and support
Build a high-quality knowledge database that has both human users
as well as AI agents.”*
The advantage of the eGain AI Knowledge Method(TM)
eGain’s AI Knowledge Hub includes best practices in knowledge management and
in AI orchestration, which together form the eGain AI Knowledge Method.
This methodology focuses on?finding the knowledge you
need, not the knowledge you have”. With this approach
takes into account that 90?% of the knowledge ROI often comes from only 10?% of the knowledge content
originate.
The platform uses AI to automate previously manual, time-consuming processes
Processes:
* Intelligent recognition: AI automatically analyzes conversations and questions from
Customers and employees to get the really relevant knowledge
to identify.
* Content cleaning: AI supports identification and elimination
duplicate or contradictory content and thus saves tedious work.
* Automated curation: Trusted, in-house
Knowledge content is automatically created by the AI within seconds
sources, connects and curates using AI prompts
Ensure compliance with templates and style guidelines.
* Deterministic thinking: AI sets complex compliance procedures
automatically converts into a deterministic decision logic and thus prevents
inconsistent or misleading answers. Deterministic AI added
model-based thinking, which is for less complex or less rigorous
Compliance scenarios can be used.
* Continuous optimization: The ongoing maintenance and publication in
entire organization is automated, including content taxonomies,
Organization and creation of business-oriented metadata.
Who benefits from knowledge automation?
Companies from various industries use the eGain AI Knowledge Hub to
to optimize your processes:
* Contact Center: Reduction in average processing time (Average
Handle Time, AHT) and improving the first-contact resolution rate
Resolution, FCR) through immediate access to reliable answers
* Customer Support Teams: Improve CX metrics such as CSAT, NPS and
other indicators
* HR departments: Reduce training costs and optimize onboarding
new employee
* Learning and Development: Efficient creation and maintenance of
Training materials while at the same time ensuring the content
Accuracy and consistency
* Knowledge management teams: breaking down silos and building a unified one
Source of information for the entire company
“The range of customer inquiries is large and the regulatory environment is
Our industry is constantly changing,” said Mariana Estrada, Chief
Strategy Officer at RPM Living, an eGain customer.?Thanks to eGain we can
our knowledge with the help of AI functions based on a trustworthy
Build a content base, create, maintain and quickly and at scale
optimize.”
About eGain
eGain helps companies improve the customer experience and through
providing AI CX automation based on Trusted Knowledge(TM).
and reliable, actionable answers to reduce costs. More
Information can be found at www.egain.com (https://www.egain.com/).
eGain, Trusted Knowledge, eGain AI Knowledge Method and eGain AI Knowledge Hub
are trademarks or registered trademarks of eGain Corporation. All other brands
are owned by their respective owners.
contact
eGain Media Relations
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