eGain releases “Knowledge Management for Dummies, eGain 2nd Special Edition” with John Wiley & Sons

Rhea-AI Summary

eGain, the AI knowledge platform for customer service (NASDAQ: EGAN), has released 'Knowledge Management For Dummies, eGain 2nd Special Edition' with John Wiley & Sons. This updated version includes a new chapter on GenAI and its relationship with knowledge management (KM). The book addresses Gartner's prediction that 100% of GenAI virtual assistants will fail without KM by 2025.

The publication covers topics such as modern knowledge definition, business case development, use-cases, and best practices. It also features real-world case studies demonstrating how KM and GenAI collaborate to deliver trusted answers, automating and transforming customer service. The e-book is available for free download, while the print edition will be available at eGain's booth during KM and CX conferences.

Positive

• Release of updated 'Knowledge Management For Dummies' book, potentially enhancing eGain's thought leadership
• Inclusion of GenAI chapter, aligning with current AI trends in customer service
• Addresses Gartner's prediction about the importance of KM for GenAI success
• Provides real-world case studies, demonstrating practical applications of eGain's solutions

Negative

• None.

SUNNYVALE, Calif., Aug. 14, 2024 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the AI knowledge platform for customer service, today announced the release of “Knowledge Management For Dummies, eGain 2^nd Special Edition”, published by John Wiley & Sons. Available in both e-book and print formats, the 2^nd Special Edition is an updated version of its popular first edition, which received thousands of downloads.

Per Gartner, 100% of GenAI virtual assistants for customers and contact center agents will fail without knowledge management (KM) by 2025. While demystifying KM, this edition includes a new chapter dedicated to GenAI and how KM is foundational to its success. Also included are real-world case studies on how KM and GenAI work together to deliver trusted answers to customers and employees, helping automate and transform the KM and customer service lifecycle.

Among the contents of the book are:

• Definition of modern knowledge
• Making the business case
• Exploring use-cases
• Turbocharging KM with GenAI
• Orchestrating KM and GenAI
• Best practices for success
• Case studies
• Selecting the technology and solution partner

“Based on the lessons learned from successful early adopters, businesses are now implementing GenAI on a trusted KM foundation with experts in the loop,” said Ashu Roy, eGain CEO. “This booklet goes beyond theory and illustrates how to achieve quick business value with a proven technology and best-practice recipe.”

More Information

• Knowledge Management for Dummies, eGain Special Edition e-book: https://www.egain.com/knowledge-management-for-dummies/
  

Related links

• 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/

Print edition: Available at eGain booth in KM and CX conferences

About Wiley
Wiley is one of the world’s largest publishers and a global leader in scientific research and career-connected education. Founded in 1807, Wiley enables discovery, powers education, and shapes workforces. Through its industry-leading content, digital platforms, and knowledge networks, the company delivers on its timeless mission to unlock human potential. Visit us at Wiley.com. Follow us on Facebook, Twitter, LinkedIn and Instagram.

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

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

FAQ

What is the title of eGain's new book release?

eGain has released 'Knowledge Management For Dummies, eGain 2nd Special Edition' in collaboration with John Wiley & Sons.

How does the new eGain book (EGAN) address GenAI in knowledge management?

The book includes a new chapter dedicated to GenAI, explaining how knowledge management is foundational to its success in customer service applications.

What formats is the eGain Knowledge Management book available in?

The book is available in both e-book and print formats. The e-book can be downloaded for free, while the print edition will be available at eGain's booth during KM and CX conferences.

What Gartner prediction does eGain's new book address regarding GenAI and KM?

The book addresses Gartner's prediction that 100% of GenAI virtual assistants for customers and contact center agents will fail without knowledge management by 2025.