eGain Corporation · NASDAQ:EGAN
eGain — Solve22 (October 2022)
32 slides from eGain's conference presentation, Oct 11, 2022
Slide 1: The Future of Contact Centers
The Future of Contact Centers Super Agents, AI Automation, and Knowledge Hub Ashu Roy CEO, eGain October 11, 2022
Slide 2: The agent seat is getting hotter and hotter
The agent seat is getting hotter and hotter o Customer questions o Customer mood o Knowhow complexity o Compliance requirement o Quality expectation o Productivity pressure 2
Slide 3: The new contact center agent
The new contact center agent Digital Gig Purposeful life economy work 3
Slide 4: The new contact center workplace
The new Hybrid workplace contact center Virtual-first workplace Digital-first Transactional attitudes Limited loyalty Minimal social capital 4
Slide 5: The agent crisis is upon us
The agent crisis is upon us Attrition is Recruiting is too high too hard 5
Slide 6: Study the past, if you would divine the future
Study the past, If you would divine the future. Confucius 6
Slide 7: Capability-constrained agent drives contact center architecture
Capability-constrained agent is the primary assumption driving contact center architecture 01 For an agent to remember and recall all relevant product 02 Training agents narrowly (divide and conquer) is 03 During a customer conversation, present as much and process the only way to information as inf
Slide 8: Class Lever Effort
CLASS 3 LEVER 4 Effort
Slide 9: The manager who comes up with the right solution to the wrong problem
The manager who comes up with the right solution to the wrong problem is more dangerous than the manager who comes up with the wrong solution to the right problem. — Peter rucker —
Slide 10: What if all agents could handle all contacts?
What if all agents could handle all contacts? 10
Slide 11: 50 years of contact center assumption turned on its head
11 50-years of contact center assumption turned on its head
Slide 12: The new fulcrum is proactive, personalized, real-time Knowledge + AI
The new fulcrum is proactive, personalized, real-time Knowledge + AI 12
Slide 13: 13
13
Slide 14: Most commonly adopted AI use cases
Most commonly adopted AI use cases - McKinsey Survey, Dec 2021 14
Slide 15: AI and ML are rapidly evolving technologies
AI and ML are a collection of powerful, rapidly evolving technologies to optimize and automate using data and know how • Recognize patterns from business data • Reason with business knowhow 15
Slide 16: ML + Reasoning + KB
ML + Reasoning + KB Three core capabilities in AI Machine Learning Reasoning Knowledge Base ML techniques drive intent Case Based Reasoning easily Personalized based on classification captures know how from dynamic request context experts Bootstrapped and Intelligent Search optimized with human- Ran
Slide 17: Composable architecture to plug and play capabilities
Composable architecture to plug and play capabilities eGain VA Advisor Conversation Agent escalation Desktop Hub Dialog Conversational reasoning Manager AI Process ML Intent ML Sentiment Classification Guidance AI Orchestration Low Medium Resolution Classification Advisor Customer Confidence Knowled
Slide 18: Composable architecture to plug and play capabilities
Composable architecture to plug and play capabilities eGain VA Advisor Conversation Agent escalation Desktop Hub Dialog Conversational reasoning Manager AI Process Third-party ML Sentiment Intent Engine Guidance AI Orchestration Low Medium Resolution Classification Advisor Customer Confidence Knowle
Slide 19: Instant answer from long doc
Instant Specific answers in context Presents section that answers the question answer from Highlights the answer sentence long doc From existing long docs repositories Multiple answers within a document Answers embedded in a table Zero-effort solution No manual authoring Complements curated answers
Slide 20: Effective experiences composed with an ensemble of AI techniques
Effective experiences composed with an ensemble of AI techniques Supervised Y Utterance/ Known Classic Case Based Learning using Search Term Intent? NLP Reasoning labeled data N Instant Answer Unsupervised Identify Best Extract Learning with Scoring Answer unlabeled data Section Snippet 20
Slide 21: AI and ML are not fit-and-forget tech
AI and ML are not AI and ML are not fit-and-forget tech fit-and-forget tech 21
Slide 22: Knowledge Hub for contact centers is big
Knowledge Hub for contact centers is big Knowledge Management has the biggest impact on CX, AX, and operational performance out of all technologies in CC - Gartner, 2022 22
Slide 23: How big
How big For 10k+ agents FCR up NPS up 35% 25 points Time to Training time competence down down 50% 50% 23
Slide 24: Do agents really like using Knowledge Hub?
Do agents At a hypergrowth business that deployed a Knowledge Hub really like using Agent confidence up Knowledge 60% Answer accuracy up 30% 24
Slide 25: Is Knowledge Hub particularly suited to contact centers?
Is Knowledge BUSINESS PAIN IS HIGH AND VISIBLE Hub particularly suited to WHEN DONE RIGHT, contact THE IMPACT IS BIG centers? MEASUREMENT SYSTEMS ARE IN PLACE ROI IS EASY TO MEASURE 25
Slide 26: Why Knowledge Hub now?
Why Like AI, knowledge went through a nuclear winter and is emerging as a Knowledge critical capability – thanks to compelling need, improved and Hub now? comprehensive technology, and a better appreciation of where and how to apply it Knowledge Hubs are where CRM was 25 years ago and CC 50 years ag
Slide 27: What is a Knowledge Hub?
What is a Knowledge Hub? Outside in Knowledge Intelligent Guided Virtual experience base search experience assistants design consolidation Analytics to Content Connectors to Open platform Contextualized measure & management enterprise with APIs, content manage workflow systems events, widgets 27
Slide 28: Conversational
Conversational Bot BYO Advisor Desktop Desktop Content Mirroring . . \ Raterprise | :} Content Crawling /onten — Sources f , ' 7 Content _ Federation ===" Enterprise CRM Sharepoint DropBox Intranet Sites Web Site PDEs & Documents Community Forums Other Content Systems Migration
Slide 29: Knowledge Hub for Business
Service L&D Knowledge Sales HR + IT Hub for Marketing Employees + Partners Business API Events Bots UI Successful blueprint from the contact center can Knowledge Hub be replicated across the business Insight | Learning | Reasoning Escalation, Routing Connectors Experts Data and Content 29
Slide 30: Imagining a Business Knowledge Hub
Imagining a Trusted knowledge • Curated, contextualized, consumable Business content Knowledge • Used by contact center, front office, and customer self-service Hub Documented knowledge • Not easy to consume, variable trust level, not contextualized • Frontline staff and customers need expert confir
Slide 31: From Business Knowledge Hub to enterprise decision support
From Business People skills, competence, and responsibilities captured in Knowledge Graphs Knowledge Hub to enterprise • Who knows what • Who is trusted for what decision support • Who is responsible for what Skill groups and responsible roles assigned to knowledge sections in the hub Knowledge Know
Slide 32: The business of the future looks like a contact center
The business of the future looks like a contact center 32