eGain announced the findings of a survey conducted by Enterprise AI/KMWorld in Spring 2025, which revealed a significant barrier to AI project success: a crisis of trust in underlying content. The survey, which included 316 executives, knowledge managers, and practitioners globally, found that 61% of respondents identified erroneous or inconsistent answers as the primary concern for broad AI adoption. This highlights the critical need for reliable knowledge foundations in AI applications.
The survey results align with Gartner's warning that 100% of generative AI virtual customer assistant and virtual agent assistant projects lacking integration with modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals. This underscores eGain's strategic focus on its AI Knowledge Hub as a 'single source of truth' for trusted content.
eGain's Fortune 500 clients, across various industries, have adopted this trust-centric, knowledge-powered approach to accelerate their AI initiatives. For example, Rogue Credit Union reported a 24% reduction in Average Handle Time (AHT) and a 57% reduction in Average Wait Time (AWT) for member calls, while agent satisfaction scores increased by 22%, by using the eGain AI Knowledge Hub.
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