How a Leading Utility Uses eGain’s AI Knowledge Hub™ and Generative AI to Transform Customer Service and Knowledge Management

By: GoBeyond Team

July 3, 2025

3 min read

AI-powered knowledge management dashboard showing search and content creation metrics

Quick Overview

A major utility company serving 2.6 million customers adopted eGain’s AI Knowledge Hub™ combined with Generative AI to overhaul its knowledge base. The platform automated content creation, tagging, and linking, enabling agents to find information 6x faster and build knowledge 5x quicker, significantly improving agent productivity and customer satisfaction.

Leading Utility (unnamed)

Company Size

Large utility company

Revenue Range

Not publicly disclosed

Primary Challenge

Improving knowledge management to enhance customer and agent experiences in a complex utility environment

Key Metrics

\- 5x faster knowledge creation\- 6x faster information retrieval\- 98% success rate in finding accurate answers\- Reduced call escalations\- Increased agent confidence and satisfaction

The Problem

Outdated, fragmented knowledge systems caused slow, inconsistent, and inaccurate customer support

The Solution

Implemented eGain Knowledge Hub™ with NLP search, AI guidance, and integration with CRM and SharePoint systems to centralize and automate knowledge workflows

Results

\- Faster, more accurate agent responses\- Increased first-contact resolution\- Reduced workload on higher-tier support\- Improved customer and agent satisfaction