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Knowledge-Powered Customer Engagement
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Latest posts
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How to Get a Better Return on Your AI Investments
Last week, eGain unveiled the findings of a recent study in partnership with IDC, The Knowledge Foundation That Unlocks Enterprise AI Success, based on a survey of 520 organizations. Findings show that the return you get from AI has less to do with the model you pick, with more…
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From Knowledge to Trusted Knowledge: The Governed Knowledge Pipeline for the Agentic Enterprise
Executive summary NVIDIA has now named knowledge as one of the five elements every business agent needs. Knowledge that is retrieved is not yet knowledge that can be trusted, and that gap is where agents fail inside regulated enterprises. At GTC Berlin on October 21, 2026,…
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Your CCaaS Platform Has a Knowledge Module. That Is Not the Same as Knowledge Infrastructure.
Six questions every CX leader should ask before assuming the bundled knowledge tool is enough for the AI era. Ninety-one percent of customer service and support leaders say they are under pressure from executive leadership to implement AI. That number comes from a Gartner survey…
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When Did You Last Check If Your AI Answers Are Still Right?
Most companies test their AI-generated answers once before they launch and then move on. The answers might still look right today, but nobody’s gone back to check. That’s because testing just once is the only option they have, even though the knowledge base keeps changing, AI…
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SharePoint and Knowledge Management Systems: What’s the Difference?
Most organizations already run SharePoint, and it earns its place: it’s a strong platform for storing documents, building intranets, and supporting day-to-day collaboration. But storing content is not the same as managing knowledge. Organizations now need to give accurate,…