SUNNYVALE, Calif., June 13, 2024 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the AI knowledge platform for customer service, today announced that it has been named in the 2024 Gartner Market Guide for Customer Service Knowledge Management Systems.

“By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals,” wrote authors Pri Rathnayake and Drew Kraus in the report*.

The report provides an overview of the market, outlines trends and challenges, and offers a framework to evaluate vendor capabilities to help enterprise leaders select the right platform and partner for their AI knowledge initiatives. Vendors were evaluated across three categories—end-user engagement, curation and contextualization, and knowledge lifecycle management, each of which, consisted of sub-categories:

• End-user engagement
  • Semantic search
  • Guided assistance
  • Portal / help center
  • Customer journey orchestration
• Curation and contextualization
  • Insight engine
  • Knowledge graph
  • Usage analytics
• Knowledge lifecycle management
  • Dynamic editor
  • Atomized authoring
  • Content administration
  • Content health optimization

“Delivering trusted answers is critical to the success of customer service,” said Ashu Roy, eGain CEO. “It has become even more important in the Gen AI era, making a trusted Knowledge Hub a foundational imperative for customer service.”

More information

• Gartner Market Guide for Customer Service Knowledge Management Systems: https://www.egain.com/knowledge-management-gartner-market-guide/
• eGain Knowledge Hub™: https://www.egain.com/products/knowledge-hub/
• eGain Innovation in 30 Days™: https://www.egain.com/knowledge-management-platform-risk-free-trial/
  

^{*Gartner, Market Guide for Customer Service Knowledge Management Systems, 10 June 2024, Pri Rathnayake, Drew Kraus
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About eGain
eGain Knowledge Hub helps improve experience and reduce cost by delivering trusted answers for customer service. Visit www.egain.com for more info.

Media Contact
Michael Messner
408 636 4514
press@egain.com

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