Business Case for Enterprise IT Investment

Proposal Objective: Implement eGain’s Knowledge + AI solution to reduce wasted research hours, optimize agent training, and empower client service agents with one on-demand knowledge base that is proven to enhance client experiences and agent productivity.

An information retrieval problem impedes service delivery on the Credit/Client Relations team. Processes increase in complexity as FIS grows, and the client services team suffers from knowledge silos. When an agent struggles to find accurate information, too much time is wasted searching, and unnecessary escalations drain the productivity of managers. Taking too long to respond to a client inquiry limits an agent’s vital chance to cross-sell or advocate renewal.

The Business Need: No Effective Knowledge Management System (KMS)

• Service agents cannot reach answers confidently or navigate the various repositories of information
• Trainers cannot train on the consequent silos of varied information
• Wasted time as agents pull leaders away for queries that could be resolved using existing documentation
• We don’t want our agents to reinvent the wheel when it comes to a client’s experience. Agents need an accessible resource designed to provide what they need, exactly as queried

• Outdated or inaccurate artifacts cause rework and pose a risk to compliance and data integrity
• Complex and constantly changing webs of processes and systems increase the risk of mistakes
• More clients are complaining due to slow responses and preventable misunderstandings
• Management gains time for leadership tasks and developing agent skills

Issue	Idea	Solution
We don’t know how to search/what to query.	Prompts that specifically recommend which artifact to use	eGain KNOWLEDGE+AIguided help
We’re unaware it’s even there.	Rating system organically sorts up-voted artifacts	eGain KNOWLEDGE+AI relevancy algorithm
SharePoint does not return relevant results.	Align metadata with the user’s intent and feedback	eGain KNOWLEDGE+AI intelligent search modes

The recommendation: eGain Knowledge™ + AI (Artificial Intelligence) 

• Top ranking omnichannel customer engagement platform
• Over two decades of expertise in knowledge management 
• eGain serves notable organizations that rank in the Fortune 100 and Training Mag Top 125
• For service agents, eGain’s patented reasoning technology makes searching a speedy success 
• For novice agents, intelligent search and Guided Help offer valuable resolutions, just in time
• Knowledge + AI is easy to use, deploy, and scale

Is eGain necessary?

Yes. eGain improves operational efficiency and helps agents deliver world-class client experiences. This platform gives employees access to the information they need without a time-intensive hassle. Agents can suggest edits, bookmark articles, and influence the KMS (Knowledge Management System) outputs. Search and usage analytics within the tool provide insights on knowledge gaps. Managers can strategically edit the articles and curate content accordingly. Expert knowledge, preserved despite staff changes, is easily accessible to novice agents. This reduces agent training time, enhances individual agent productivity, and adds real value to the client experience. Clients want FIS to be confident, consistent, competent, and expedient. With accurate information retrieved effortlessly, our client service agents can spend their time developing vital skills and encouraging renewals. 

Implementation

eGain configures and tests FIS content within the Knowledge + AI platform within the first three months. During a discovery session, they assess the variety and quantity of the information and evaluate the complexity of system structures. eGain trains an FIS team member on how to construct articles and manage the knowledge base (KB). When Go-Live occurs, the FIS team publishes promotional video content to frame the tool positively. eGain analyzes Pilot usage data and user feedback through month six to create customized Guided Help tiles. After 6 months, eGain trains all staff on how to use the tool. The FIS team develops a reward structure to recognize agents who produce positive outcomes using the tool. The remainder of the year focuses on optimizing the platform to conduct business effectively.

Vision of Success

Client Relations sunsets The HUB (SharePoint) and innovates with eGain’s Knowledge +AI tool. 

Resolutions to CMS Tickets are easy to retrieve for agents, so they close tickets with more speed than before. First-call Resolutions soar. Clients express satisfaction with the simplicity of our resolution process. Employees independently find the resources they need and avoid contradictory information from peers. Employee polls reflect positive attitudes, and an increased trust toward the existing documentation. Agents now devote the time they used to spend searching and verifying to honing their advocacy skills and educating clients about the possibilities of FIS.

Managers have more time to focus on coaching and leadership activities now that employees have a modern tool to intelligently search for client resolutions. Agents, empowered by the process improvement tool, submit content suggestions within the tool when the answers needed are not readily available. Article maintenance occurs weekly to synthesize those agent suggestions and publish the requested content, effectively filling knowledge gaps for future inquirers.

The client relations team has fun using eGain’s Knowledge + AI because the knowledge management system involves methods of gamification whereby we reward knowledge sharing and recognize valuable contributors! New team members acclimate rapidly since the knowledge of our expert agents is highly accessible, reliable, documented uniformly, and role-specific.

Assumptions and Conditions

• eGain Content Adapter™ easily integrates with existing SharePoint
• Fast deployment and adoption mean we see ROI sooner
• FIS corporate maturity is suitable for a cloud application and cloud-based solution
• The HUB (SharePoint) is a legacy system (unable to be maintained, supported, or improved)
• Poor document version control and inefficient search lead to employees reverting to walking around for answers and storing files locally 
• The information is not accessible to agents searching for it

Risks, Limitations and Constraints, Contingency Plan 

• Varying department budgets
  • Other divisions may need to commit parts of their budget, sacrificing other resources
    • Plan: Use the WorldPay acquisition as leverage. Worldpay trusts eGain with a 3-year contract. Perhaps Worldpay has licensing that will carry over, preventing a new expenditure. 

• Security clearances are required
  • The sensitive nature of our content may need approval from security to allow eGain access
    • Plan: Provide eGain RAS and Security documentation. This paper certifies eGain’s infrastructure partners are compliant with FedRAMP.

• Need more staff to author and maintain articles
  • The sensitive nature of our content may need approval from security to allow eGain access
    • Plan: Weekly maintenance prevents the agent’s suggestions from piling up. After identifying champions of the tool, we can encourage more participation.

• Monitoring for inappropriate user-generated comments
  • Professional business communication etiquette needs to be standardized
    • Plan: Use eGain’s ability to mask sensitive data by replacing designated strings or words.

Summary

Client Services employees are limited by outdated, redundant, inaccurate, and inaccessible knowledgebase artifacts in The HUB (SharePoint). Our highly regulated matrix environment changes often, so sharing accurate knowledge on a central platform with a user-friendly interface is imperative for providing world-class client support. By implementing eGain’s Knowledge + AI, as a notable cohort of Fortune 100 companies have, we empower agents with the answers they need, immediately. When agents quickly and independently resolve client queries, they have more time to adopt revenue generating cross-selling techniques. Agents who confidently navigate, rely on, and impact their own learning materials with eGain’s proven platform add value for clients. We must encourage a learning culture and implement a tool designed to support agents in finding, reusing, and enhancing knowledge.