EGain Corporation announced that the integration of eGain Knowledge Hub ™, its award-winning solution for modern knowledge management, along with ServiceNow has received ServiceNow Built On Now Certification.
The highest technical designation and certification for a ServiceNow Technology Partners application, a Built on Now application is natively built on the ServiceNow Platform. These applications are enterprise-built and designed and tested for fast, agile, resilient, secure, human, connected digital innovation.
According to Gartner, too many 84% of contact center agents don’t find tools that help handle customer issues and only 12% say the tools simplify their day-to-day work.
Available in the ServiceNow Store, the eGain Knowledge Hub for ServiceNow ™ empowers agents of all experience levels to solve omnichannel queries using personalized answers powered by guided AI communication. delivered within ServiceNow® Agent Workspace, reducing training needs and ensuring compliance.
The hub aggregates knowledge from multiple sources and guides agents using AI reasoning based on context, agent experience level, and channel of interaction. Embedded machine learning enables intent inference and rich analytics to provide actionable insights to optimize knowledge adoption, response relevance, and operational performance.
Ashu Roy, CEO of eGaincommented,
“Proactive, guided knowledge becomes all service agents super agents. Not surprisingly, Knowledge Management is Gartner’s #1 technology recommendation for customer service leaders in 2022, ”
“We are excited to offer our top-rated knowledge solution to the ServiceNow ecosystem.”