Delivers trusted answers and personalized guidance to agents

Name: eGain Knowledge Hub™
Brand: eGain Corporation

Embedded in SAP’s agent desktop (C4C screen), eGain Knowledge Hub™ for SAP proactively delivers trusted answers and personalized guidance to agents. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance.

By eGain Corporation

Overview

Cut agent training time by up to 50%. Boost FCR up to 37%, NPS up to 30 points.

84% of agents hate their desktop tools (Gartner) and 65% of agents say finding answers to customer queries is their biggest issue (eGain-SurveyMonkey). eGain Knowledge Hub guides agents to fast, accurate answers and through process steps, boosting CX, AX (agent experience), and operational metrics.

Deflect agent-assisted service requests by up to 60%

eGain Knowledge Hub helps deliver hyper-relevant self-service across omnichannel touchpoints. Consumers on the IVR and those requesting assisted service through digital channels can be sent a link to hyper-relevant self-service, resulting in up to 60% deflection of requests for agent-assisted service.

Easy knowledge access: instant answers, guided, federated, and faceted search

Powered by ML, generative and conversational AI, trusted content, and analytics, the solution offers multiple ways to quickly find answers to customer queries, including instant answers, powered by Generative AI, guided search, federated search through pre-built connectors, and faceted search, and conversational AI guidance for problem resolution and product advice.

Details

Solution type

Extensions and Add-ons

Industry

Cross-Industry, Retail, Utilities, Public Sector, Insurance

Compatibility

Works with

SAP Cloud for Customer core applications

Features

Gen AI-assisted content management

The Knowledge Hub makes content creation and curation a snap with AssistGPT generative AI capability, an easy-to-use authoring console, and flexible editorial workflows that ensure consistency, quality, and speed.

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Personalized knowledge

Tenured agents are more knowledgeable than novice agents. Accordingly, they need less step-by-step guidance. eGain Knowledge Hub personalizes content and guidance that is tailored to the interaction context, agent’s role and experience level, region, and language.

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Virtual Assistance for agents

Virtual assistant for agents continuously monitors customer conversations to provide contextual proactive ai knowledge guidance to solve issues consistently. bot mode, where an agent hands the conversation to the virtual assistant, enables the agent to automate the process legs of a conversation.

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Plans and pricing

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Configuration of an agent-facing Knowledge Portal with your content and out-of-the-box branding
Configuration of eGain Knowledge Analytics to measure knowledge effectiveness

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eGain Knowledge+AI: Knowledge Base with AI-powered process guidance for every named agent
eGain Virtual Assistant for Agents: Continuously monitors conversations to serve up best-practice guidance and knowledge to agents when relevant
Please contact the publisher for discovery, implementation plans, features, and pricing for this solution

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eGain SelfService+AI: Provide distinctive, productive, and brand-aligned self-service experiences
eGain Virtual Assistant, conversational chatbot providing 24/7 interactive service on your website, can be purchased separately at the same price
eGain SelfService Widget API, which enables embedding of contextual HTML content in a webpage, can be purchased separately
Please contact the publisher for discovery, implementation plans, features, and pricing for this solution

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Technical Information

Technical details

Solution type	Extensions and Add-ons
Category	Customer Service
Industry	Cross-Industry, Retail, Utilities, Public Sector, Insurance
Works with	SAP Cloud for Customer core applications

Deployment and operations

The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.

Deployment	Integrates with SAP Cloud solutions This product integrates with SAP cloud solutions using standard SAP-approved interfaces and APIs. Software-as-a-Service solution This product is delivered online as a subscription service. Cloud Solution This product is designed to be delivered over a network as a cloud service. User Assistance provided Assistance is provided to enable all target users to install configure, and use the solution.
Globalization	Internationalized for global customers This product has been internationalized to meet the needs of global customers (e.g. the use of Unicode). Localized for business best practices This product has been localized to incorporate local business best practices (e.g. support for local currencies). Translated user interfaces and documentation User interfaces and documentation for this product have been translated into multiple languages. Please consult product documentation or contact the publisher for more details.
Operations	Service Levels >99.5% This product achieves operational performance levels of 99.5% or greater. Auditable logging and tracing This product offers auditable logging and tracing capabilities to aid in debugging and troubleshooting. High availability and disaster recovery This product has been designed to ensure minimal service interruption and quick restoration of service in the event of a disruption.

Security and compliance

Security

Encrypted communication channels This product employs encryption to secure all communication channels.
Secured against software vulnerabilities This product has been secured against common software vulnerabilities, such as operating system, SQL injection, memory corruption, and information leak vulnerabilities.
Follows the secure software development and operations lifecycle (SDLC) Secure practices include design, architecture, implementation, test, release preparation, shipment, operations, and support. Open-Source components run latest version.

Compliance

Functional correctness This product has been tested for functional correctness using real-life business scenarios of customers.
Open source representations, warranties, and support This product complies with the representations, warranties, and support requirements for open source and freeware products.
SOC 1 and SOC 2 A18:C26 This provider complies with relevant AICPA standards for internal controls over financial reporting and for information system security, availability, processing integrity, and confidentiality or privacy.

Privacy policy

SAP's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's partner.

Publisher privacy policy

+1-800-872-1727

Delivers trusted answers and personalized guidance to agents

Overview

Cut agent training time by up to 50%. Boost FCR up to 37%, NPS up to 30 points.

Deflect agent-assisted service requests by up to 60%

Easy knowledge access: instant answers, guided, federated, and faceted search

Details

Solution type

Industry

Compatibility

Works with

Features

Gen AI-assisted content management

Personalized knowledge

Virtual Assistance for agents

Powerful yet easy management of knowledge content guided by rich analytics

Support global deployment with a multilingual, scalable solution

Plans and pricing

Customer reviews

Technical Information

Technical details

Deployment and operations

Security and compliance

Resources

Publisher

eGain Corporation

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