eGain Integrates Generative AI with Knowledge Management for Customer Service
eGain Corporation is integrating generative artificial intelligence (gen AI) with its knowledge management (KM) systems to enhance customer service. The combination aims to address challenges posed by gen AI, such as hallucinations and lack of trust.
US-based software firm eGain Corporation has outlined its strategy for merging generative artificial intelligence (gen AI) with knowledge management (KM) to improve customer service operations. The company asserts that gen AI, without a solid KM foundation, remains merely a prototype, while KM struggles to maintain knowledge in a rapidly evolving environment without gen AI. eGain's approach seeks to leverage gen AI's capabilities to accelerate every stage of the KM lifecycle, including discovery, creation, curation, delivery, and optimization. For instance, gen AI can identify frequently asked customer questions from interaction histories, draft knowledge content, and transform lengthy documents into easily digestible answers. The company emphasizes that KM serves to safely operationalize gen AI. A robust KM system, such as the eGain Knowledge Hub, can ensure gen AI utilizes trusted content, provides governance controls, and gathers feedback on its performance. This is intended to mitigate significant risks associated with gen AI, including hallucinations, loss of trust, and compliance issues. By integrating gen AI and KM, eGain aims to offer a cohesive customer service solution that enhances both the customer experience and agent efficiency. The company believes this synergy is crucial for the successful application of both technologies in business operations.