- 61% of global respondents cite erroneous or inconsistent answers as the top barrier to AI adoption.
- Gartner warns that AI projects without modern Knowledge Management integration will fail to meet goals.
- eGain's AI Knowledge Hub delivers success for Rogue Credit Union, showing significant improvements in service metrics.
eGain (EGAN, Financial) has unveiled critical insights from a recent survey on AI adoption, conducted by Enterprise AI/KMWorld with 316 global respondents. The study highlights a significant challenge for AI adoption, with 61% of survey participants identifying incorrect or inconsistent answers as a major obstacle. This underscores the necessity of trusted content in AI implementations for successful outcomes.
According to Gartner, projects involving generative AI virtual customer assistants that lack modern Knowledge Management (KM) integration are predicted to fail in meeting customer experience (CX) and operational cost-reduction targets. eGain's AI Knowledge Hub has shown success in addressing these challenges, with Fortune 500 clients such as Rogue Credit Union reporting a 24% reduction in Average Handle Time (AHT), a 57% decrease in Average Wait Time (AWT), and a 22% increase in agent satisfaction.
eGain's approach emphasizes the importance of integrating knowledgeable content with AI applications. “With trusted knowledge created and curated in the eGain AI knowledge Hub, we have been able to significantly improve service performance,” stated Amy Durst from Rogue Credit Union. This case study exemplifies the potential benefits of combining AI with a strong knowledge infrastructure, drawing interest from industries such as banking, insurance, healthcare, and utilities.
