f326a970-7859-4f27-9045-422b786026be
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.
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
This product is compatible with or enhances the functionality of these SAP solutions but doesn't require them.
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.
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.
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.
Powerful yet easy management of knowledge content guided by rich analytics
Effective knowledge management starts with quality content. This solution allows easy and distributed content creation using flexible editorial workflows that ensures consistency and quality. Extensive reporting and management features guide continuous knowledge improvement.
Support global deployment with a multilingual, scalable solution
The authors can manage rich multilingual content in a distributed environment. It supports localized interfaces in multiple languages. Also, the solution scales to handle several thousand concurrent agents in a distributed configuration. This gives a high level of flexibility to the organization.
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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Customer reviews
f326a970-7859-4f27-9045-422b786026be
Technical Information
Technical details
| Solution type | Extensions and Add-ons |
| Category | Customer Service |
| Industry | Cross-Industry, Retail, Utilities, Public Sector, Insurance |
| Works with |
|
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 |
|
| Globalization |
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| Operations |
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Security and compliance
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.
| Security |
|
| Compliance |
|
| 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. |
terms-and-conditions-url
https://hd.egain.com/wp-content/uploads/contracts/policy_support_cloud.pdf
technical-name
2001012089
is-partner
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support-email
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Resources
eGain Customer Success
eGain Solution Videos
eGain White Papers
Gartner Peer Insights
Publisher
eGain Corporation
eGain Corporation is a cloud-based software company with its headquarters at Sunnyvale, California. eGain provides a digital customer engagement suite of applications for customer service, knowledge management, and analytics, that businesses use to serve and sell to their customers. Publicly listed.
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