AI Knowledge for Customer Service Success

He acknowledged that doing KM right takes a lot of effort. Although most businesses understand the ROI of KM, they prefer to do the things that are easy. Business operation consists of happy paths (automation) plus exceptions (service). Roy then explained that customer service often involves escalation management and noted how AI knowledge is revolutionizing the service function, starting with customer service.

 There's long been a siloization problem affecting KM. When considering the hallucination proclivities of GenAI, chatbots, and LLM, RAG is not enough. It has a "garbage in, garbage out" problem when aggregating content silos. Knowledge and content silos can exist in legacy systems, websites, excel spreadsheets, customer management systems, Outlook, and intranets. Just as you need clean data for machine learning, you need accurate and verified information for GenAI—you can't just throw content at it. Then there's the issue about the knowledge you need versus the knowledge you have.

 Roy used the KM & AI Summit event to introduce the company's new AI Agent for Contact Center, designed to revolutionize service performance by empowering human agents with real-time guidance in the flow of customer conversations.

 According to the press release "eGain AI Agent for Contact Center taps into the single source of truth from the eGain AI Knowledge Hub to deliver consumable answers.

• Monitors conversation in real-time to establish intent
• Presents guided knowledge in the flow of conversation
• Adapts to agent tenure and topic-specific proficiency
• Ensures compliance with regulations and best practice
• Improves by learning from conversations and feedback"

The solution connects out of the box with Amazon Connect, Genesys, and Salesforce. APIs are available to integrate with other CRM and contact center platforms.

Visit eGain.com/ai-agent-contact-center for more information.

The KM & AI Summit, held March 17-19 in Scottsdale, Arizona, heralds a new era of KM.

The KMWorld conference returns to the J.W. Marriott in Washington D.C. on November 17-20, 2025  https://www.kmworld.com/Conference/2025

KMWorld 2025 is a part of a unique program of five co-located conferences, which also includes Enterprise Search & Discovery, Enterprise AI World, Taxonomy Boot Camp, and Text Analytics Forum.