Overview

Pre-integrated with Microsoft Teams, eGain Knowledge Hub™ for Microsoft Teams proactively delivers trusted answers and personalized guidance to all employees to support customer service operations. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance.

Key features

The enterprise knowledge challenge
According to research firms such as McKinsey and IDC, employees spend 19% of their time looking for information in the course of their workday, not even counting the time wasted in recreating the knowledge they could not find. This results in lost productivity, poor employee and customer experience, poor decisions, and ultimately poor organizational performance.

How it works

eGain Knowledge Hub automates routine employee queries on policies, procedures, and functional knowhow. Powered by AI and ML, the eGain Virtual Assistant asks clarifying questions, where needed, to better understand user intent and delivers personalized answers from the eGain Knowledge Base which also federates across SharePoint repositories. The solution allows the conversation to be transitioned with full context to live chat, where subject matter experts handle the queries on eGain’s Advisor Desktop, while the user gets their questions answered from within Teams.

Features

Pre-built and easily configurable
Supports multiple languages
Powered by AI technologies, including ML, NLP, and reasoning, and backed by a mature knowledge base
360-degree view of employee conversations for context-aware transition to human assistance, where needed
Ability to set up, manage, and optimize multiple virtual assistants
Option to use the Teams interface or the eGain UI with Teams as the messaging infrastructure
Extensive reporting and analytics to optimize employee conversations

Benefits

Improved employee productivity and experience since less time and effort is spent on looking for knowledge
Automated handling of routine employee queries with virtual assistance
Answers presented to employees in the familiar Teams interface. No need to learn a new tool
Easy and effective onboarding of new hires

Return On Investment

With eGain Knowledge Hub™ for Microsoft Teams, you can:

Configure the system through the business-friendly user interface (UI). No IT expertise required
Ensure security certification and privacy controls
Extensive reporting and analytics to optimize conversational journeys

eGain Knowledge Hub™ for Microsoft Teams

by eGain Corporation