eGain Knowledge Hub™

Cut agent training time by up to 50%. Boost FCR up to 37%, NPS up to 30 points 84% of agents think their desktop tools do not help them (Gartner) and 65% of agents say finding answers to customer queries is their biggest issue (eGain-SurveyMonkey). eGain Knowledge Hub guides agents on Talkdesk Cloud to fast, accurate answers and through processes, boosting CX and operational metrics.

Personalized knowledge enables both novice and expert agents to find answers, easily and efficiently. Knowledge presented to the agents is dynamically personalized based on factors like role, region etc. Multiskilled agents can have multiple profiles and easily switch between them.

Instant answers, guided, federated, and faceted search: Powered by ML, AI reasoning , Knowledge, and analytics, the solution offers multiple ways to quickly find answers to customer queries, including instant answers, guided search, federated search, and faceted search, as well as interactive guidance for problem resolution and product advice.

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 over the conversation to the virtual assistant, enables the agent to automate the process legs of a conversation.

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.

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.

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