Knowledge-infused, AI-guided customer service

Waddell & Reed Financial, an asset management and financial planning firm, is deploying omnichannel customer service technology to help boost client satisfaction and drive operational efficiency. The company has chosen eGain Solve Suite because of its knowledge management, AI guidance and digital-first omnichannel capabilities.

The company will use the following applications, which are part of eGain Solve, to power its contact center modernization:

• eGain Advisor Desktop—digital-first, omnichannel agent desktop
• eGain Knowledge+AI—personalized and proactive knowledge solution with AI-based process guidance

Matt Kramper, VP of client experience at Waddell & Reed, says, “We plan to leverage eGain technology to enhance our service delivery and expand our servicing touchpoints for financial advisers. With the eGain cloud platform, we will boost client satisfaction and drive operational efficiency across interaction channels.”

According to eGain, its knowledge and AI capabilities will enable Waddell & Reed to deliver quality customer service and guidance that is consistent and conforms with state and federal regulations.

eGain CEO Ashu Roy says, “The eGain platform is preferred by brands transforming their service capability with digital and AI technology. We are delighted to make it easy for Waddell & Reed to further expand their trusted and consistent customer experience.”

Waddell & Reed Financial, founded in 1937, provides investment management and financial planning services to clients throughout the United States and internationally.