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Outdated, fragmented knowledge systems caused slow, inconsistent, and inaccurate customer support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
“Agents found the new system intuitive and easy to use, boosting their satisfaction and performance.”
eGain client testimonial
Details
Industry
Manufacturing
Departments
Knowledge & Information Management
Customer Support & Service
Use Cases
Knowledge Base Creation
Tags
GenAI
NLP
Auto-Summarization
Enhanced Decision-Making
Time-Saving
SaaS
Support Teams
AI Tools Used
No items found.
Sources
https://www.egain.com/ai-knowledge-case-study-utility/https://hd.egain.com/casestudies/egain_case_study_leading_utility_sept_2024.pdfhttps://www.egain.com/knowledge-management-in-utilities/
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