Delivers trusted answers and personalized guidance to agents

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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

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.

Gen AI-assisted content management
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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.

Personalized knowledge
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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.

Virtual Assistance for agents
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Plans and pricing

  • eGain Innovation in 30 Days™ for Knowledge

    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

    Includes 2 Use Cases
    For 30 Days
    Free
    • Maximum contract 30 days

    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

    Includes 2 Use Cases

  • eGain Knowledge+AI: Knowledge for contact center agents

    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

    Per Month
    USD 24.50
    • USD per Users
    • Minimum contract 1 year

    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

  • eGain SelfService+AI: Knowledge for self-service

    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

    Per Month
    USD 99.50
    • USD per 1000 Billable Session Units
    • Minimum contract 1 year

    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

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

Need support?

Publisher provides support for this app

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Resources

eGain Customer Success

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eGain Solution Videos

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eGain White Papers

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Gartner Peer Insights

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