eGain Knowledge Hub is a knowledge management solution that delivers self-service and contact center agent-assisted customer service across omnichannel touchpoints, including the IVR. eGain Knowledge Hub is infused with Artificial Intelligence (AI), Machine Learning (ML), and analytics, empowering all contact center agents and customer-facing staff to solve customer queries with personalized answers and conversational guidance. The solution is embedded with a patented AI reasoning capability, Case Based Reasoning, that enables the knowledge system to guide customers on the knowledge help portal and agents in the contact center through an interactive Q&A session. With this approach, the user is assured of getting to the right answer to their issue or to the next step ...