Everyone is benchmarking models. Almost nobody is benchmarking what they feed them. I keep meeting teams who have run the same experiment without meaning to. They swap in a better model, the answers get more fluent, and the error rate sits about where it was. 𝗧𝗵𝗮𝘁 𝗶𝘀 𝗻𝗼𝘁 𝗮 𝗺𝗼𝗱𝗲𝗹 𝗽𝗿𝗼𝗯𝗹𝗲𝗺. A model can only be as right as the instructions it is given, and in most enterprises those instructions are years of duplicated, unowned, half-current content that nobody has read since it was written. 𝗡𝗲𝘄 𝗜𝗗𝗖 𝗿𝗲𝘀𝗲𝗮𝗿𝗰𝗵 𝗽𝘂𝘁𝘀 𝗮 𝗻𝘂𝗺𝗯𝗲𝗿 𝗼𝗻 𝘄𝗵𝗮𝘁 𝘁𝗵𝗮𝘁 𝗰𝗼𝘀𝘁𝘀. Companies treating knowledge as an operating discipline are pulling close to twice the annual business outcome gains from their AI investments that everyone else is. The gap is not technology alone. It comes from who owns knowledge, how much of the work is automated and integrated across functions, and whether answers live in one governed place or scattered across five systems. That is the encouraging part. Model access stopped being a differentiator a while ago. The advantage is sitting in the layer you actually control, and most organizations have not gone and taken it. 𝗔𝗺𝘆 𝗠𝗮𝗰𝗵𝗮𝗱𝗼 of 𝗜𝗗𝗖 presents the full findings at 𝗦𝗼𝗹𝘃𝗲𝟮𝟲 𝗖𝗵𝗶𝗰𝗮𝗴𝗼 on 𝗢𝗰𝘁𝗼𝗯𝗲𝗿 𝟭𝟯. If you are being asked to show returns on AI this year, that session is worth the trip. Curious what others are seeing. Is knowledge the constraint in your AI program, or is it something else? Details and agenda here: egain.com/egain-solve-26-chi…

300K+ people watched @coyle_frankp explain why agentic systems need ontologies at @aiDotEngineer World's Fair. Now he's taking it hands-on with engineering teams. #Solve26 Chicago, Oct 13-14. Register now for free - egain.com/egain-solve-26-chi…

AI is changing CX, but great AI starts with the right knowledge. Join us at @Genesys Xperience 2026 to explore what makes AI truly trustworthy and discover how leading organizations are building a trusted instruction layer to deliver accurate, consistent answers across every channel. Catch James Hunt from eGain on September 2, 2026, from noon till 12:20 pm for - The Instruction Layer for CX AI: Delivering Instant, Trusted Answers at Scale 📍 Showcase Theater 2, Cristal Ballroom, Wynn, Upper Level As CX organizations scale self-service, agent assist, and agentic AI, one thing becomes clear: AI is only as reliable as the knowledge behind it.   Great CX AI starts with knowing the right cards to play. 📷See you in Vegas!   #eGain #AI #Genesys #GenesysXperience #AIforCX #EnterpriseAI #CustomerExperience #AgenticAI #KnowledgeManagement #Knowledge #Vegas

AI can generate an answer in seconds and orchestrate a workflow just as quickly.   The better question is: How does it know what’s right and what’s inside the guardrails?   That’s the conversation we will be having at #Solve26Chicago. Because the next leap in AI isn’t just about bigger models or better prompts.   Knowledge is the instruction layer that shapes how AI thinks, answers, and acts. It’s about giving AI the knowledge, context, policies, and expertise to act like it understands the business behind the interaction.    Let’s talk about what AI needs to know before we ask it to do more.   📍 Hyatt Regency O’Hare in Chicago | October 13-14th 🎟️ Register here before tickets run out: na2.hubs.ly/H07qpPH0   #eGain #Solve26Chicago #AgenticAI #CustomerExperience #AI #KnowledgeManagement #AIforCX #Chicago #Knowledge #AI

eGain has been honored with not one, but two Bronze Stevie Awards in the 23rd annual International Business Awards®!     The eGain AI Knowledge Hub was recognized in the AI for Customer Experience category, while Composer received recognition in the Customer Service Innovation of the Year category!!  The AI Knowledge Hub and Composer address the need for governed knowledge as instruction for AI, providing a verified, compliant, single source of truth for customer answers and workflows along with content review and approval workflows.   In the words of one of the judges, "This is an outstanding AI-for-customer-experience submission because it shows a mature, enterprise-grade use of AI that is grounded in governed knowledge rather than generic automation.  The platform’s evolution from knowledge management to trusted AI infrastructure is especially strong, and the customer impact is compelling with clear gains in containment, cost, resolution, and experience quality."   See eGain's award-winning products in action and hear from leading companies automating CX with AI-ready knowledge at our SOLVE ’26 Chicago on October 13–14.   📍 Hyatt Regency O’Hare in Chicago | October 13-14th 🎟️ Register here before tickets run out: na2.hubs.ly/H07bHw80   #eGain #Solve26Chicago #AgenticAI #CustomerExperience #AI #KnowledgeManagement #AIforCX #Chicago #Awards #TheStevieAwards # @TheStevieAwards

Evan Siegel joins the MacroAI Podcast to discuss the realities of building enterprise AI in highly regulated industries like banking and healthcare.   In this episode, Evan explores:  • Why banking and healthcare require fundamentally different AI strategies  • Why even advanced AI models fail without the right knowledge architecture underneath them  • How eGain customers are achieving outsized ROI through knowledge-led transformation, including up to 75% cost reduction in customer service  • What it actually takes to move from AI pilots to enterprise-scale deployments that hold up under regulatory scrutiny   A pilot that works does not mean it's ready to scale.  Listen to hear why.  Available wherever you get your podcasts: na2.hubs.ly/H06-pzl0   #eGain #EnterpriseAI #KnowledgeManagement #GenerativeAI #Banking #AIforCX #MacroAI #AI #CustomerExperience #AITransformation

We're all in at Ai4 2026!   If you're heading to Las Vegas, don't leave your AI strategy to chance.  The winning hand starts with trusted knowledge.   Join John Copeland on Wednesday, August 5th at 4:55 pm at Delfino Ballroom 4102 for: Garbage In, Trusted Out: Fixing the Knowledge Layer That Instructs CX AI   Learn why even the most powerful AI models fail without a trusted knowledge foundation and how leading CX organizations are building AI-ready knowledge that powers self-service, agent assist, and agentic automation with confidence.   Plus, get your AI Readiness Score—live!   📍 Stop by Booth #1336 to discover how trusted knowledge helps AI deliver accurate answers, better customer experiences, and real business results.   See you in Vegas! ♠️   #eGain #AIforCX #AI4 #EnterpriseAI #CustomerExperience #CX #GenerativeAI #AgenticAI #KnowledgeManagement #CustomerService #Vegas

AI is only as effective as the knowledge instructing it.   At #Solve26London, BT Group's Stacy Young and Paul Bently shared how they transformed a complex knowledge base supporting 25M+ customers across EE, BT, and Plusnet into an AI-ready foundation.   The result? ✨ 100% response rate 🌱 $4M projected annual AHT savings & £2M projected annual benefit from improved FCR ⚡ Answer retrieval reduced from 3 minutes to 35 seconds   The lesson? AI doesn't replace great knowledge—it depends on it for instruction.   Want more real-world AI success stories like this? Join us at #Solve26Chicago, where customer service and AI leaders will share practical strategies for turning AI into measurable business results.   📍 eGain Solve26Chicago | October 13–14 | Hyatt Regency O'Hare 🔗 Register: na2.hubs.ly/H06MYkv0 🎥 Missed the London session? Watch the full BT Consumer presentation: na2.hubs.ly/H06MYZr0   #eGain #Solve #AgenticAI #CustomerExperience #KnowledgeManagement #EnterpriseAI #AI #AIforCX #CX #DigitalTransformation #Chicago #AI #Knowledge #BT #EE #PlusNet

🚀 This AI Appreciation Day, learn how @Worldpay_Global empowers 70 teams and 290,000+ users with AI built on trusted knowledge!   At #Solve26London, Worldpay shared a powerful lesson: Instead of chasing the latest AI buzzword, they focused on something far less flashy, but far more impactful: giving AI access to trusted, governed knowledge.   Because even the smartest AI is only as good as what it knows. 📚   The results? ✨ Better customer experiences & more confident agents 📊 188% month-on-month adoption growth in the first 6 weeks 📈 AI that delivers measurable business value—not just impressive demos   If that story resonates with you, you won't want to miss #Solve26Chicago!   Join customer service, AI, and CX leaders as they share practical lessons, proven strategies, and real-world success stories from organizations moving beyond AI hype to AI impact.   📍 eGain Solve26 Chicago | October 13–14 🔗 Register here: na2.hubs.ly/H06KbQz0 🎥 Missed the London session? Watch Megan Taylor & Nichole Lavigne-Wysocki's full presentation here: na2.hubs.ly/H06Kbtn0   #eGain #Solve #AgenticAI #CustomerExperience #KnowledgeManagement #EnterpriseAI #AI #AIforCX #CX #DigitalTransformation #Chicago #AI #Knowledge

Join us 𝗢𝗰𝘁𝗼𝗯𝗲𝗿 𝟭𝟯–𝟭𝟰 𝗮𝘁 𝘁𝗵𝗲 𝗛𝘆𝗮𝘁𝘁 𝗥𝗲𝗴𝗲𝗻𝗰𝘆 𝗢'𝗛𝗮𝗿𝗲 𝗖𝗵𝗶𝗰𝗮𝗴𝗼 for the event where leaders go to solve the biggest challenges in enterprise AI. As organizations move from AI experimentation to AI execution, one thing is clear: 𝗔𝗜 𝗶𝘀 𝗼𝗻𝗹𝘆 𝗮𝘀 𝗴𝗼𝗼𝗱 𝗮𝘀 𝘁𝗵𝗲 𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝘁𝗵𝗮𝘁 𝗶𝗻𝘀𝘁𝗿𝘂𝗰𝘁𝘀 𝗶𝘁. At eGain Solve Chicago, you'll discover how leading enterprises are using 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗮𝘀 𝗜𝗻𝘀𝘁𝗿𝘂𝗰𝘁𝗶𝗼𝗻 𝗳𝗼𝗿 𝗔𝗜 to power trusted AI agents, improve accuracy, reduce hallucinations, and deliver consistent, governed outcomes at scale. Expect visionary keynotes, customer success stories, product innovations, and practical strategies you can take back to your organization—because the future of AI isn't just about smarter models. It's about smarter knowledge. Stay tuned for speaker announcements, agenda updates, and more!  See you in the Windy City this October! 𝗥𝗦𝗩𝗣 𝗛𝗲𝗿𝗲: na2.hubs.ly/H06v5KB0 #eGain #eGainSolve #ChicagoSolve26 #EnterpriseAI #KnowledgeAI #GenerativeAI #AI #KnowledgeManagement #AgenticAI #Chicago #CX #Leadership

𝗛𝗲𝗮𝗹𝘁𝗵 𝗽𝗿𝗼𝘃𝗶𝗱𝗲𝗿 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝗿𝗲𝗹𝘆 𝗼𝗻 𝗲𝗚𝗮𝗶𝗻 𝘁𝗿𝘂𝘀𝘁𝗲𝗱 𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝘁𝗼 𝗱𝗿𝗶𝘃𝗲 𝗯𝗲𝘁𝘁𝗲𝗿 𝗰𝗮𝗿𝗲. 𝗪𝗶𝗹𝗹𝗶𝗮𝗺 𝗪𝘂, 𝗗𝗶𝗿𝗲𝗰𝘁𝗼𝗿 𝗼𝗳 𝗣𝗮𝘁𝗶𝗲𝗻𝘁 𝗔𝗰𝗰𝗲𝘀𝘀 𝗖𝗲𝗻𝘁𝗲𝗿 𝗮𝘁 𝗛𝗮𝗰𝗸𝗲𝗻𝘀𝗮𝗰𝗸 𝗠𝗲𝗿𝗶𝗱𝗶𝗮𝗻 𝗛𝗲𝗮𝗹𝘁𝗵: "Keeping our teams current across our complex network is an ongoing operational challenge. Without accurate, governed knowledge at every access point, denial rates can skyrocket. That's why eGain is so critical to health providers like ours." Learn more about the 𝗲𝗚𝗮𝗶𝗻 𝗔𝗜 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗦𝘂𝗶𝘁𝗲 𝗳𝗼𝗿 𝗛𝗲𝗮𝗹𝘁𝗵𝗰𝗮𝗿𝗲. na2.hubs.ly/H06syNf0 #HealthSystems #PatientAccess #PriorAuthorization #RevenueCycle #HealthcareAI #eGain

Another incredible year at CCW Vegas is in the books!  Thank you Customer Management Practice for hosting an incredible event! Special Thanks to Aly Scritchlow & Janelle Henkel for sharing their successful approach on building and implementing a trusted knowledge infrastructure to power their AI initiatives.   From thought-provoking sessions and live demos to meaningful conversations with customers, partners, and industry peers, the event once again proved why it's one of the best places to explore what's next in customer experience.  It was great to see so much momentum around AI, knowledge, automation, and the evolving role of human expertise in delivering exceptional customer service. Beyond meeting Shaq, the biggest highlights were definitely reconnecting with familiar faces, meeting new ones, and sharing ideas that will continue shaping the future of CX long after the show floor has closed. Thank you Five9 (shoutout to Lisa Martin 🎉) for being incredible partners!  Always love collaborating with industry partners who are committed to building a stronger, more connected CX community. Until next time! #eGain #Knowledge #AI #AIinCX #KnowledgeManagement #CCWVegas #CustomerContactWeek #CustomerExperience #CX #Five9 #Partnerships

When patient access agents work from prior authorization criteria that's incomplete or inconsistent, denial rates climb and revenue suffers. The eGain AI Knowledge Suite for Healthcare is built for patient access and revenue cycle teams who need AI that gives agents the right answer when they need it. It surfaces payer-specific criteria at the point of prior auth submission and autonomously handles status lookups, catching any knowledge gaps and errors before they become denied claims. William Wu, Director of Patient Access Center at Hackensack Meridian Health states, "Keeping our teams current across our complex network is an ongoing operational challenge. Without accurate, governed knowledge at every access point, denial rates can skyrocket. That's why eGain is so critical to health providers like ours." See how it works. egain.com/healthcare/health-… #HealthSystems #PatientAccess #PriorAuthorization #RevenueCycle #HealthcareAI #eGain

When benefits rules change for health plans, that update takes a while to reach agents answering member calls. The gap creates inconsistent answers, compliance exposure, and Stars ratings that don't reflect the plan’s actual performance. The 𝗲𝗚𝗮𝗶𝗻 𝗔𝗜 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗦𝘂𝗶𝘁𝗲 𝗳𝗼𝗿 𝗛𝗲𝗮𝗹𝘁𝗵𝗰𝗮𝗿𝗲 gives member services teams a single governed knowledge foundation, so every agent answer is current, consistent, and defensible in a CMS audit. eGain also can autonomously handle routine member inquiries, reducing call volume on benefit summaries, formulary questions, and prior auth status lookups. 𝗚.𝗧. 𝗦𝘄𝗲𝗲𝗻𝗲𝘆, 𝗖𝗜𝗢 𝗼𝗳 𝗛𝗲𝗮𝗹𝘁𝗵𝗳𝗶𝗿𝘀𝘁 states, “Healthcare can be complex and at Healthfirst, our mission is to make it easier for members so they can get the benefits and quality care they need. With eGain, our teams work from the same verified, up-to-date knowledge, which means our members get consistent, accurate and timely information." See it in action. egain.com/healthcare/health-… #HealthPlans #MemberServices #CMSCompliance #StarsRatings #HealthcareAI #eGain #AIKnowledge

We're all in at Customer Contact Week Las Vegas! 🎰 If you're heading to Vegas, don't gamble on AI without the right knowledge foundation. Join eGain's 𝗝𝗮𝗺𝗲𝘀 𝗛𝘂𝗻𝘁 on Wednesday, June 24th, at 2:45 PM in Summit A for a customer case study with 𝗔𝗹𝘆 𝗦𝗰𝗿𝗶𝘁𝗰𝗵𝗹𝗼𝘄 & 𝗝𝗮𝗻𝗲𝗹𝗹𝗲 𝗛𝗲𝗻𝗸𝗲𝗹 from Country Financial: How Country Financial Built the Knowledge Foundation That Made AI Actually Work Learn how Country Financial beat the odds by getting knowledge right first—creating the foundation for AI that delivers accurate answers, better CX, and measurable results. Plus, we’re excited to bring eGain’s AI Agent to Zoom Contact Center, delivering real-time AI-powered support that helps agents work smarter and customers get answers faster. See you on the show floor!  Let's talk knowledge, AI, and how to stack the deck for CX success. 📍Booth #820 #CCWVegas #CustomerContactWeek #CustomerExperience #AI #KnowledgeManagement #eGain #CX #AIinCX #Knowledge