eGain Uses GenAI to Capture Knowledge from Retiring Workforce

eGain Corporation is addressing the imminent loss of critical knowledge due to the retirement of experienced workers with a new solution that utilizes Generative AI (GenAI). This technology aims to capture and transfer "tacit knowledge"—the unwritten expertise gained through years of hands-on experience—which is often not documented in traditional manuals or systems.

The company highlights the significant demographic shift where substantial portions of the workforce in sectors like manufacturing and energy are eligible for retirement. This "silver tsunami" threatens to erode decades of accumulated operational intelligence, leading to substantial financial losses estimated in the billions annually due to knowledge attrition. A Deloitte study projected that Fortune 500 companies could lose approximately $31.5 billion each year.

eGain's GenAI platform acts as an always-on observer and curator within an organization's knowledge ecosystem. It monitors conversations and questions across various channels, including support tickets, team chats, and customer interactions, to identify crucial knowledge gaps. Internal eGain research suggests that up to 35% of critical operational knowledge is not documented but is repeatedly requested by employees.

The solution acquires knowledge through three primary channels: conversation capture, collaboration monitoring, and training analysis. By capturing knowledge at the point of application and discussion, eGain aims to improve knowledge retention and accessibility for organizations facing significant workforce transitions.