Proactive Knowledge Delivery
The eGain Knowledge Hub™ for ServiceNow is embedded in ServiceNow's Agent Workspace or classic user interface, offering trusted answers and personalized guidance to agents in the flow of customer conversations. Powered by AssistGPT™, this solution automates knowledge management tasks while ensuring business controls and compliance. It addresses the top pain points of customer service like inconsistent answers and lack of knowledge among agents.
Benefits for Agents and Customers
Implementing eGain Knowledge Hub™ can cut agent training time by up to 50%, boost First-Contact Resolution (FCR) up to 37%, and increase Net Promoter Score (NPS) by up to 30 points. By guiding agents to fast, accurate answers and through process steps, it enhances customer experience (CX), agent experience (AX), and operational metrics. Additionally, it deflects agent-assisted service requests, resulting in up to 60% deflection rate.
Advanced Features for Effective Knowledge Management
The Knowledge Hub offers Gen AI-assisted content management, personalized knowledge delivery based on agent profiles and experience levels, and a multilingual scalable platform. It enables easy knowledge access through various search methods powered by Machine Learning (ML), generative AI, and conversational AI guidance. The solution incorporates embedded best practices from successful knowledge management implementations worldwide.
Virtual Assistant for Agents
The Virtual Assistant for Agents feature continuously monitors customer conversations to provide proactive AI knowledge guidance. It assists in solving issues consistently by offering contextual guidance. The Bot Mode allows agents to automate parts of conversations by handing them over to the virtual assistant. This functionality enhances the efficiency and effectiveness of agent interactions.
Best Practices and Innovation in 30 Days™ Program
eGain Knowledge Hub™ incorporates best practices from over 300 leading enterprises globally. The solution has helped companies save millions of dollars while ensuring customer satisfaction. Companies can also opt for the free 30-day Innovation in 30 Days™ program to experience how eGain Knowledge Hub™ complements and enhances ServiceNow deployments.
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