Biographical Information

Articles by Anand Subramaniam

2024 Readers' Choice Award- BEST CX AND SUPPORT - eGain - Safely harness GenAI with controls and guardrails

The eGain Knowledge Hub is a rich, "whole-product" AI knowledge solution that has created transformational value at speed and scale for Global 1000 companies and government agencies alike.

Knowledge Management and Generative AI: BFFs that Assure Mutual Success - eGain

The symbiosis between Gen AI and KM is powerful. Without robust KM, Gen AI remains a prototype. Without Gen AI, KM struggles with building and maintaining knowledge in a fast-changing operation.

The Hybrid Workplace Elevates the Importance of Knowledge Management - eGain

The Knowledge Hub goes beyond documents and search to include policies, procedures, compliance, and functional expertise.

Knowledge and training: Peanut butter and jelly for the customer contact center toast

Modern knowledge management and training are perfect complements to each other—the peanut butter and jelly for your breakfast toast.

2022 Readers' Choice Award - Best Customer Experience and Support: eGain

Beyond technology, eGain offers domain expertise, risk-free adoption options, a sustained client engagement model, implementation, support, education, and managed services, and ecosystem to succeed with modern KM.

AI 50 Trailblazer: eGain Knowledge Hub™ Transforms Customer, Agent, Author, Admin, and Business Experiences All at Once

Infused with AI, eGain's knowledge-powered software automates digital-first experiences for enterprises and government agencies. Pre-connected with leading CRM & contact center systems, the eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools. 

2022: Year of Knowledge Management for Customer Service

If you have not modernized knowledge management for the digital-first, remote-first age, 2022 is the year to do so.

Modernizing Knowledge Management Transforms Customer Service

AI 50 Spotlight: eGain delivers memorable, digital-first customer experiences

eGain's AI-infused knowledge management and virtual assistant solutions have enabled companies to transform customer and agent experiences, while adding quick value to the business.

Businesses will add a knowledge-guided engagement layer to CRM to cure CX malaise

Transform Customer Service With Next-Gen Knowledge: Why and How

The consumer has spoken. Forrester Research asked 5,000 of them, "What created the biggest pain when you contacted a business for customer service?" They answered lack and consistency of agent knowledge, followed by the difficulty of finding relevant answers on company websites. So, what is driving this dissatisfaction?

AI-Powered Customer Service: Use-Cases and Real-World Examples

Cognitive/AI technologies for customer engagement are white hot. No wonder professionals, who had removed AI from their resumes, are scrambling to add it back in!

AI and Knowledge: Bread and Butter for Digital Experience Transformation

It is evident that AI knowledge is fundamental to transforming all aspects of DX. Perhaps, they are not just bread and butter to DX transformation but also kale and walnuts, for even better health and transformation!

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As you launch CX transformation initiatives with knowledge and AI, partnering with the right solution provider is critical to success. Check out the vendor's experience and client proof-points in terms of scale, cost, business value, and speed to value. You don't want to wind up with a useless toy, or big-iron AI system that barely answers some basic customer questions after setting you back by millions of dollars in technology, implementation, and maintenance costs! When AI is done right, the end result is nothing short of transformational.

AI-Powered Customer Service: Use-Cases and Real-World Examples

Unlike rule-based systems that start breaking down as decisions become more complex, AI reasoning helps make decisions with a flexible approach, working with incomplete or ambiguous information and by comparing similar decision-making scenarios from the past. The output could be the final decision or be one of the decisions in a larger customer engagement and contact center management process.

Knowledge and AI Augmentation: The Essential Complement to Agent Training in the Modern Contact Center

The answer lies in a modern knowledge management (KM) system, infused with AI, that can guide agents (and customers in the case of self-service) to the answer needle in a haystack of content and through customer conversations. Modern AI-infused KM also addresses all the other issues mentioned earlier: explosion of and constant changes to information, increasing query complexity, next-gen attention span, "all-gen" forgetting curve, "guided" lifestyle, and legacy customer service and knowledge tools.

Cognitive/AI-Powered Customer Service: Use-Cases and Real-World Examples

Cognitive/AI technologies for customer engagement are white hot. No wonder professionals, who had removed AI from their resumes, are scrambling to add it back in! As a pioneer in cognitive/AI solutions for customer service and engagement, eGain has not only developed cutting-edge technology but also proven use-cases and best practices over the last two decades. In this article, we discuss four use-cases that have already enabled blue-chip companies to transform—not just improve—customer service and engagement…

Knowledge management and AI: Rx for better CX and AX!

The best way to get started with fixing customer experience (CX) is to hear about issues from the "horse's mouth," namely, the customer.

KM for Omnichannel Customer Service: Five Keys to Success

Superior customer service remains one of the few differentiators that businesses can sustain over time. The winners in today's omnichannel environment are the companies that leverage knowledge to empower customers and contact center agents, and provide standout customer experience across channels and touchpoints. We have implemented knowledge solutions for blue-chip companies ?worldwide, helping them design and deliver great customer service experiences . . . .

Biggest Pain Point in Customer Service and How to Fix It

Further proof of knowledge-first approach

KM for Omnichannel Customer Engagement

Superior customer engagement remains one of the few differentiators that businesses can sustain over time. The winners in today's omnichannel environment are the companies that leverage knowledge to empower customers and contact center agents, and provide standout customer experience across channels and devices. We have implemented knowledge solutions for blue-chip companies worldwide, helping them design and deliver great customer experiences. In the process, we have compiled hundreds of best practices. Here are some of the popular ones....

Unleash Knowledge Value Add (KVA) in the Customer Engagement Center

Customers prefer different ways of finding information, or the same customer may use different methods, depending on the situation. Multiple search methods improve knowledgebase adoption, customer and agent experience and ROI.

Harvesting Social Knowledge for Customer Service

Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a whole new level, leading to the coinage of the term "social knowledge." While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors.
How can companies harvest the best of social knowledge...?

Harvesting Social Knowledge for Customer Service

Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a whole new level, leading to the coinage of the term "social knowledge." While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors. How can companies harvest the best of social knowledge for the customer service they offer through their own contact centers and service organizations? How should they engage with customers on social websites? The following five-step plan will help increase the odds of success...

Contact Center KM for Financial Services
Six Best Practices From Leaders

In service-centric industries such as financial services, customer service can make or break a business. Winning financial institutions provide "stand-out" customer service by empowering contact center agents with knowledge, while also leveraging it for customer self-service. In delivering knowledge management (KM) solutions to world-class contact centers for over 15 years, eGain has compiled best practices that improve the odds of success...