eGain releases “Knowledge Management for Dummies, eGain 2nd Special Edition” with John Wiley & Sons
SUNNYVALE, Calif., Aug. 14, 2024 (GLOBE NEWSWIRE) -- eGain (), the AI knowledge platform for customer service, today announced the release of “Knowledge Management For Dummies, eGain 2nd Special Edition”, published by John Wiley & Sons. Available in both e-book and print formats, the 2nd Special Edition is an updated version of its popular first edition, which received thousands of downloads.
Per Gartner, 100% of GenAI virtual assistants for customers and contact center agents will fail without knowledge management (KM) by 2025. While demystifying KM, this edition includes a new chapter dedicated to GenAI and how KM is foundational to its success. Also included are real-world case studies on how KM and GenAI work together to deliver trusted answers to customers and employees, helping automate and transform the KM and customer service lifecycle.
Among the contents of the book are:
- Definition of modern knowledge
- Making the business case
- Exploring use-cases
- Turbocharging KM with GenAI
- Orchestrating KM and GenAI
- Best practices for success
- Case studies
- Selecting the technology and solution partner
“Based on the lessons learned from successful early adopters, businesses are now implementing GenAI on a trusted KM foundation with experts in the loop,” said Ashu Roy, eGain CEO. “This booklet goes beyond theory and illustrates how to achieve quick business value with a proven technology and best-practice recipe.”
More Information
- Knowledge Management for Dummies, eGain Special Edition e-book:
Related links
- eGain Knowledge Hub:
- eGain Innovation in 30 Days™:
Print edition: Available at eGain booth in KM and CX conferences
About Wiley
Wiley is one of the world’s largest publishers and a global leader in scientific research and career-connected education. Founded in 1807, Wiley enables discovery, powers education, and shapes workforces. Through its industry-leading content, digital platforms, and knowledge networks, the company delivers on its timeless mission to unlock human potential. Visit us at . Follow us on , , and .
About eGain
eGain Knowledge Hub helps improve experience and reduce cost by delivering trusted answers for customer service. Visit for more info.
Media Contact
Michael Messner
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eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
