eGain Launches AI KnowledgeOps Framework for Trustworthy AI

eGain Corporation has unveiled AI KnowledgeOps, an industry framework designed to keep enterprise knowledge accurate and ready for AI as businesses and their sectors evolve. This framework provides organizations with an ongoing method to ensure that the answers and actions delivered by AI are consistent and correct, enabling the reliable use of AI across a broader range of customer and employee interactions.

The company highlights that AI can easily generate answers that sound plausible but may be incorrect. Inaccurate AI responses can lead to poor customer experiences, increased remediation costs, and compliance risks in regulated industries. The reliability of AI models is directly dependent on the knowledge content they draw from. eGain's experience suggests that roughly 80 percent of a knowledge base's value often comes from about 20 percent of its content, which can be scattered across systems and become outdated.

The AI KnowledgeOps process operates as a continuous loop. It begins with existing data, such as customer conversations across channels and content spread throughout systems, to identify key customer questions and critical business topics. These questions are then cross-referenced with existing content to pinpoint gaps, allowing for the prioritization of high-impact areas. Knowledge can be tagged and mapped to relevant products, policies, and regulations, enabling AI to find the right answer for the right individual.

To support this process, eGain has introduced four new capabilities. WYCA (What Your Customers Ask) is a free tool that analyzes customer conversations to group similar questions. eGain Knowledge Graphs provides AI agents with a map and shared vocabulary of business operations, automatically modeling key topics and linking them to trusted articles. These new tools aim to make the AI KnowledgeOps process faster and more efficient.