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eGain AI Knowledge Hub
#1 Knowledge Management System - Top-rated by Gartner
Table of Contents
eGain AI Knowledge Hub - 2026 Pricing, Features, Reviews & Alternatives
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eGain AI Knowledge Hub overview
What is eGain AI Knowledge Hub?
Top-rated artificial intelligence knowledge management software:
- Rated #1 by analysts and infused with AI and ML, eGain Knowledge Hub offers personalized answers and conversational guidance to help contact center agents solve customer queries, while enabling wow self-service.
- “Representative” vendor in the 2022 Gartner® Market Guide for Customer Service Knowledge Management Systems
Infused with AI and analytics, eGain Knowledge Hub improves customer and agent experience by providing users timely access to contextual, personalized, and consistent knowledge. The solution uses personalized answers and conversational guidance to enable users—customers and agents—to resolve product and service issues, across channels and touchpoints.
Knowledge presented to the agents is dynamically personalized based on factors like role, region, and more. Multiskilled agents can have multiple profiles and switch between them.
eGain Knowledge Hub provides connectors to popular CRM platforms and help desk platforms like Salesforce, Microsoft Dynamics, SAP, ServiceNow, CISCO, Avaya, Genesys, Amazon Connect. These connectors allow businesses to leverage eGain Knowledge from within the existing desktops.
The solution is embedded with a patented AI reasoning engine, Case Based Reasoning. The Artificial Intelligence powers the knowledge software. It is used to guide agents through questions and answers to the answer to a customer issue or even to the next-best step in a process. This guided help capability is the replacement for agent training. It empowers all agents to handle all calls, that is, be truly omnichannel. As some clients have said, the eGain Guided Help capability in its knowledge solution spells the difference between their agents being right some of the time versus being right almost all the time.
With the hub, customers and agents are ensured fast, consistent, compliant, personalized, and accurate responses.
eGain Knowledge provides proactive AI guidance to contact center agents through Virtual Assistant for Agents. The VA or bot continuously monitors customer conversations to proactively provide contextual knowledge to agents. Bot Mode, where an agent hands over the conversation to the virtual assistant, enables the agent to automate the process legs of a conversation.
The eGain Virtual Assistant acts as the business’ frontline customer support, automating conversations for self-service experiences.
The hub includes an omnichannel, multilingual, centralized knowledge base and comprehensive content management and publishing capabilities. Extensive reporting and management features guide continuous knowledge improvement. Working with the Analytics Hub, users can also track usage continuously and use those insights to refine their content.
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Key benefits of using eGain AI Knowledge Hub
Reduce agent time.
eGain Knowledge Hub guides contact center agents using Five9 Agent Desktop Plus to fast, accurate answers and through processes, boosting CX and operational metrics.
Deflect agent-assisted service requests by up to 60% with self-service
eGain Knowledge Hub helps deliver self-service across omnichannel touchpoints. Consumers on the IVR and those requesting assisted service through digital channels can be sent a link to hyper-relevant self-service, resulting in up to 60% deflection of requests for agent-assisted service.
eGain Virtual Assistant, an intelligent and robust virtual assistant software, provides context-aware conversational support to customers and escalates to agent-assisted channels if needed.
Knowledge access: instant answers, guided, federated, and faceted search
Powered by ML, AI reasoning , Knowledge, and analytics, the solution offers multiple ways to find answers to customer queries, including instant answers, guided search, federated search, and faceted search, as well as interactive guidance for problem resolution and product advice.
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eGain AI Knowledge Hub integrations (7)
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eGain AI Knowledge Hub FAQs
eGain AI Knowledge Hub has the following pricing plans:
Pricing model: Subscription
Free Trial: Available
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Q. Who are the typical users of eGain AI Knowledge Hub?
eGain AI Knowledge Hub has the following typical customers:
Large Enterprises, Mid Size Business, Public Administrations, Small Business
Q. What languages does eGain AI Knowledge Hub support?
eGain AI Knowledge Hub supports the following languages:
English, Danish, Dutch, French, German, Italian, Portuguese, Portuguese, Spanish, Swedish
Q. Does eGain AI Knowledge Hub support mobile devices?
eGain AI Knowledge Hub supports the following devices:
Android, iPad, iPhone
Q. Does eGain AI Knowledge Hub offer an API?
Yes, eGain AI Knowledge Hub has an API available for use.
Q. What other apps does eGain AI Knowledge Hub integrate with?
eGain AI Knowledge Hub integrates with the following applications:
Avaya Spaces, Talkdesk, SAP Customer Experience, Five9, Microsoft Teams, ServiceNow, Salesforce Platform
Q. What level of support does eGain AI Knowledge Hub offer?
eGain AI Knowledge Hub offers the following support options:
24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support