eGain Ushers in the Era of Knowledge Automation at Solve25

Rhea-AI Summary

eGain (NASDAQ: EGAN) on October 14, 2025 showcased its AI Knowledge Hub at the Solve25 user conference, positioning the platform as a solution to automate manual knowledge management and accelerate time to business value.

The release cites a $31 billion annual cost from content chaos and an APQC survey of 1,000 organizations identifying time and resource limits as top barriers. eGain says its AI Knowledge Hub automates discover, create, curate, publish, and optimize steps, using Intelligent Discovery, Content Cleansing, Automated Curation, Deterministic Reasoning, and Continuous Optimization. eGain highlights outcomes: lower AHT, improved FCR, higher CSAT/NPS, reduced training costs, and faster onboarding.

Insights

Product Strategy Analyst

eGain positions its AI Knowledge Hub as a workflow automation product to cut manual KM work and speed ROI.

eGain frames the AI Knowledge Hub as an end‑to‑end automation layer that discovers, cleanses, curates, publishes, and optimizes enterprise knowledge. The announcement highlights use of deterministic reasoning alongside model‑based approaches and claims the product targets high‑value content that purportedly delivers 90% of ROI from 10% of material, and cites a $31 billion figure for content‑related costs to justify the market need.

The business case rests on measurable operational KPIs such as reduced AHT and improved FCR, plus downstream CX metrics like CSAT and NPS. Dependencies include data access, integration with existing knowledge sources, template/style compliance, and the ability of the deterministic layer to avoid hallucinations. The release contains client testimonial and benchmarking references but no quantitative customer results or deployment timelines from Oct. 14, 2025.

Watch for concrete proofs: independent before/after KPIs, integration partners, published case study metrics, and timeframes for enterprise rollouts over the next 6–12 months. Absent verifiable performance data, treat the announcement as a product positioning event rather than confirmed operational impact.

Customer Operations Analyst

The pitch targets contact centers and support teams with automation to reduce manual knowledge maintenance and improve agent outcomes.

The announcement maps features to frontline outcomes: automated discovery to surface frequently asked questions, content cleansing to remove duplicates, and automated curation to enforce templates. It explicitly ties these functions to operational goals—lower AHT, higher FCR, and faster onboarding—so the platform’s value will be judged by measurable changes in these metrics after deployment.

Key risks include the quality of source conversations used for discovery, governance over automated edits, and how deterministic reasoning is implemented for compliance‑sensitive procedures. The release names one client and cites industry survey data but lacks standardized KPI data or timelines, which limits immediate operational confidence.

Monitor published case studies, sample governance workflows, and live pilot metrics over the next 6–12 months. Prioritize verification of claimed KPI improvements and examples of deterministic rules converting compliance procedures without manual exceptions.

eGain AI Knowledge Hub™ automates manual knowledge management processes with AI, speeding up time to business value

CHICAGO, Oct. 14, 2025 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), a leading provider of AI CX automation powered by Trusted Knowledge™, highlighted the transformation of traditional knowledge management into AI-powered Knowledge Automation today at its Solve25 user conference in Chicago. The company's award-winning AI Knowledge Hub is revolutionizing how enterprises tackle the content chaos that costs organizations an estimated $31 billion annually — delivering measurable AI ROI to contact centers, customer support teams, and internal business functions such as HR and Learning and Development.

Time constraints and lack of resources are the top two barriers to knowledge capture and retention, according a survey of 1000 organizations by APQC (American Productivity and Quality Center). These barriers are exacerbated by the time and manual effort involved in managing and updating knowledge content. This challenge is particularly acute in contact centers, customer support operations, HR, and Learning and Development, where knowledge silos, conflicting information, and failed knowledge management projects have become all too common. AI helps address it head on by automating the knowledge management process end to end—discover, create, curate, publish, and optimize.

"Customer service and support leaders face new executive pressures to support conversational GenAI solutions. However, the success of these tools depends on the quality and availability of knowledge content,” wrote Kim Hedlin and Jennifer Macintosh of Gartner. “Many organizations rely on manual processes for managing knowledge content that no longer meet their needs. AI use cases for KM can help customer service and support leaders maintain a high-quality knowledge library that serves both human and AI users."*

The eGain AI Knowledge Method™ Advantage

eGain's AI Knowledge Hub embeds best practices in knowledge management and AI orchestration that constitute the eGain AI Knowledge Method, a methodology focused on discovering "the knowledge you need, not the knowledge you have." This approach recognizes that 90% of knowledge ROI often comes from just 10% of knowledge content.

The platform uses AI to automate what were previously manual, time-intensive processes:

• Intelligent Discovery: AI automatically analyzes conversations and questions being asked by customers and employees to identify the knowledge that truly matters
• Content Cleansing: AI helps eliminate the drudgery of identifying and eliminating duplicate or conflicting content
• Automated Curation: Trusted enterprise knowledge content is sourced, connected, and curated automatically by AI in seconds, with AI prompts ensuring adherence to templates and style guides
• Deterministic Reasoning: AI automatically converts compliance-heavy procedures to deterministic reasoning, eliminating inconsistent or hallucinated answers. Deterministic AI complements model-based reasoning which can be leveraged for less complex or compliance-light scenarios
• Continuous Optimization: Ongoing maintenance and publishing across the enterprise is automated, including content taxonomies, organization, and business-aligned metadata generation
  

Who Benefits from Knowledge Automation

Organizations across industries are leveraging eGain's AI Knowledge Hub to transform their operations:

• Contact Centers: Reduce AHT (Average Handle Time) and improve FCR (First-Contact Resolution) with instant access to trusted answers
• Customer Support Teams: Elevate CX metrics such as CSAT, NPS, and more
• HR Departments: Slash training costs and streamline employee onboarding
• Learning and Development: Create and maintain training materials efficiently while ensuring content accuracy and consistency
• Knowledge Management Teams: Break down silos and create a unified source of truth across the enterprise
  

“The scope of our customer inquiries is broad and the regulatory environment in our industry is in constant flux,” said Mariana Estrada, Chief Strategy Officer for RPM Living, an eGain client. “With eGain, we are able to create, maintain, and optimize our knowledge at speed and scale with its AI capabilities built on a trusted content foundation.”

About eGain

eGain helps businesses improve experience and reduce cost by delivering AI CX automation powered by Trusted Knowledge and consumable answers. For more information, visit www.egain.com.

eGain, Trusted Knowledge, eGain AI Knowledge Method and eGain AI Knowledge Hub are trademarks or registered trademarks of eGain Corporation. All other trademarks are the property of their respective owners.

Contact

eGain Media Relations
press@egain.com

FAQ

What did eGain (EGAN) announce at Solve25 on October 14, 2025?

eGain introduced its AI Knowledge Hub as a Knowledge Automation solution to streamline discover, curation, publishing, and optimization of enterprise knowledge.

How does eGain say the AI Knowledge Hub reduces costs for contact centers?

eGain says the platform reduces AHT and improves FCR by delivering instant access to trusted answers, lowering handling time and repeat contacts.

What evidence did eGain cite about the cost of poor knowledge management?

The release cites an estimated $31 billion annual cost from content chaos and an APQC survey of 1,000 organizations noting time and resource limits as top barriers.

Which business functions does eGain target with Knowledge Automation (EGAN)?

eGain targets contact centers, customer support, HR, Learning and Development, and knowledge management teams to improve CX and reduce training costs.

What is eGain’s ‘AI Knowledge Method’ and its stated ROI claim?

The AI Knowledge Method embeds KM best practices and AI orchestration; eGain states 90% of knowledge ROI often comes from 10% of content.

Will eGain clients be able to remove duplicate or conflicting content with the AI Knowledge Hub?

Yes; the company says the platform includes Content Cleansing to identify and eliminate duplicate or conflicting content automatically.