eGain Knowledge Hub™


Developed by eGain Corporation

Updated 05/07/2024

Version 1.0.1

Top-rated AI knowledge platform for customer service

Embedded in Talkdesk Workspace and rated #1 by analysts and clients, eGain Knowledge Hub™ for Talkdesk Cloud proactively delivers trusted answers and personalized guidance to agents in the flow of customer conversation. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance.

Key features

Gen AI-assisted content management

Effective knowledge management starts with quality content. 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. Extensive reporting and management features enable continuous improvement of knowledge content and AI guidance.

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. Multiskilled agents can have multiple profiles and easily switch between them. Relevant, trusted knowledge can also be exposed to end-customers for self-service.

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

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.

Embedded best practices

The solution benefits from all the best practices developed during successful knowledge management implementations for more than 300 leading enterprises across the globe. It has helped hundreds of companies save millions of dollars while cultivating increasingly happy customers.

Multilingual scalable platform

Authors can create, curate, and manage rich multilingual content. The Knowledge Hub supports localized interfaces in multiple languages and scales to handle several thousand concurrent agents in a distributed configuration.

Additional information


EMEA - Europe, APAC - Asia Pacific, Latin America, Middle East and Africa, North America


Financial Services & Insurance, Travel & Hospitality, E-Commerce, Retail & Consumer Goods, Healthcare & Life Services, Public Sector, Telecom


Self Service, Virtual Agent, Knowledge Base, Crm Sales & Marketing, E Commerce, Agent Assistance

Customer Segments

Commercial, Enterprise, Strategic