Artificial Intelligence

AI Everywhere

AI is in the hype cycle at the moment. Ashu Roy, eGain CEO, and John Connors, Senior Director of Digital Transformation at eGain, believe that AI is not new, but it’s certainly in its hype cycle. John says, “I think it’s in its third hype cycle, and I say that because if you read literature, you hear that there have been two AI winters. Two winters when research budgets were slashed because the expectation set by the research and the…

Artificial Intelligence

Artificial Intelligence (AI)-infused Knowledge: The Platinum Bullet for Customer Service Transformation

Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43% Communication service provider improves interaction compliance 30%, FCR by 19%, and agent satisfaction by 90% Global bank reduces agent training time by 50%, agent churn to <1%, unnecessary service processes by 50%, and elevates NPS from #3 to #1, while enabling any agent to handle any call Global bank reduces training time 60%, improves FCR 36%,…

Knowledge management

Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!

We understand the need for tradeoffs in performance metrics to balance the proverbial scorecard. However, there are some technologies that transform business, creating value tides that lift all “metric boats”. Contact centers/customer service organizations are no exception—here, transformation means that the contact center doesn’t have to nickel and dime in value creation, figuring out tradeoffs for one metric over another! The question, then, is what technology transforms customer service? A mammoth consumer survey that Forrester conducted on our behalf showed…

Knowledge management

Gifts that will keep on giving in 2016 and beyond!

When the Starbucks cups changed colors, I realized we were approaching holiday season again. It is gifting time and we wanted to do something special for clients, prospects, and partners this year. No, there won’t be eGain-triggered Amazon drones coming down your chimneys to deliver gifts that you don’t always care for. These are multi-thousand dollar gifts that will keep on giving you and your organization in 2016 and beyond! Gartner’s game-changing article on knowledge management, including framework, best practices,…