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eGain Knowledge Hub™ for Salesforce | Top-rated AI knowledge management platform

Delivers trusted answers and personalized guidance to agents

Overview

Embedded in Salesforce Service Cloud agent desktop, eGain Knowledge Hub™ for Salesforce proactively delivers trusted answers and personalized guidance to agents. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks.

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  • 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.

  • Personalized knowledge Tenured agents are more knowledgeable than novice agents. They need less step-by-step guidance. eGain Knowledge Hub personalizes content and guidance that is tailored to the interaction context and agent's experience level.

  • Virtual Assistance for agents Virtual Assistant for Agents continuously monitors customer conversations to provide contextual proactive AI knowledge guidance to solve issues consistently.

  • 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.

  • 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.

  • Embedded best practices The solution benefits from all the best practices developed during successful KM implementations for more than 300 leading enterprises across the globe. It has helped hundreds of companies save millions of dollars.

  • Key Benefits Cut agent training time by up to 50%. Boost FCR up to 37%, NPS up to 30 points Deflect agent-assisted service requests by up to 60%

  • Innovation in 30 Days Offer: Have you heard of our popular free production pilot program, Innovation in 30 Days? Experience the difference with no upfront commitment. Sign up at: https://www.egain.com/knowledge-management-software-pilot-risk-free/

Gartner rates knowledge management (KM) as the #1 technology to improve CX, employee experience (EX) and operational performance. But legacy KM systems have failed to deliver the goods, calling for a need to modernize it with a revolutionary new approach called the “Knowledge Hub™”. The eGain Knowledge Hub™ is the first such solution to unify and orchestrate all the essential technology building blocks of KM, including content management, profiled access, intent inference, search methods, conversational guidance (what to say next), process guidance (what to do next), analytics, personalization, and connectors to existing systems, powered by AI, ML, and analytics.

Categories

Business Needs
Customer Service
Agent Productivity
Field Service
Industries
Financial Services
Government
Retail
Personas
Business Operations Manager
Sales Representative / Manager
Service Agent / Supervisor
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
FedRAMP Offering
This company indicates that they're a FedRAMP offering. This status doesn't mean that the solution is included in Salesforce's FedRAMP authorization. You're responsible for evaluating the solution's security. To learn more, visit the FedRAMP Marketplace.
Salesforce Shield
Supports Salesforce orgs that use Shield.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Lightning App Builder
Ready to use in the Salesforce Lightning App Builder.
No Limits
Lightning Ready
FedRAMP Offering
Salesforce Shield
Managed Package
Lightning App Builder

More from eGain Corporation

  • eGain for Salesforce
    by eGain Corporation
    eGain for Salesforce embeds eGain’s AI and knowledge-powered process guidance and digital customer engagement capabilities within Salesforce desktop, enabling wow CX and business benefits: Up to 37% FCR improvement & 50% reduction in agent training time.
    Customer ServiceAgent Productivity