eGain Corporation · NASDAQ:EGAN
eGain — eGain Solve22 (October 2022)
12 slides from eGain's conference presentation, Oct 11, 2022
Slide 1: Knowledge Transformation at A-dec
Knowledge Transformation at A-dec A journey through a knowledge initiative that transformed our EX and CX foundation Natalie Davis 10-11-2022
Slide 2: About A-dec
About A-dec Background and Business Challenges • On-premise solution with challenges updating and minimal improvements • Complex search algorithm • Documents were stored in SharePoint and unsearchable • Was not device responsive • Minimal provider support
Slide 3: Why eGain?
Strong, out-of-the-box capabilities A differentiated experience Why eGain? Conversational AI guidance Knowledge personalization Innovation in Thirty Days
Slide 4: Self-Service / Device Responsive UI
SELF-SERVICE / DEVICE RESPONSIVE UI
Slide 5: Image Driven Taxonomy
IMAGE DRIVEN TAXONOMY Doctor Delivery Units Doctor Delivery Units Cabinet or Wall Mounted Radius Chair Mounted Side Support Center Mounted ‘TECH TALK- A-cec 300 & 500 Cracked or Peeling Touch... $342 Side Cabinet/Wall Mount Delivery system, ACER —— ae a STS SEAS utes le Bonen —»> ee Cascade Post Box
Slide 6: Conversational AI Guidance
CONVERSATIONAL Al GUIDANCE Guided Flow | Electrical 1.1 Deluxe Plus Touchpad Issues: aigice ue reece Solutions © No Power to Touchpad | 1.9 Is the Button Lock LED indicator on solid? lore ee CO Display Failures: Oves © Button Failures: One CO Top A-dec Logo Not Lit See Answered Questions © Button Lo
Slide 7: Knowledge Personalization
f azricie [ECoteest 577L Track Mount LED Dental Light A-decEmployee Authorized Partner Manufactured March 2012 to Present KNOWLEDGE PERSONALIZATION rose Protless Desir Faang Aticle Tags MyTags All Tags S77L Track Mount LED Dental Light > co pes Seam -(E oo ‘Manufactured March 2012 to Present YD User
Slide 8: Macros
MACROS 574. Cabinet Mount LED Dental ight — =: nese : uestions | &y| Pxanmen v | eB av ay A teow Taner he £50 Caution ney : ~ 2 |ae * kh Bom. y BY vueoana wm | besrpton ‘ce OBO “CAUTION Grast rts we sere osc enon ncaa Daag Dl preaors we eaureswen | OMONESD = \E ‘Seung rat boned or rag concn om carbs
Slide 9: Analytics
= ANALYTICS | #77" Dealer Activity Weekly - 2021 160 150 120 130 120 v0 100 0 20 70 6 so ‘Acbve Sessions ‘2022 2022 2022 2022 2022 2022 2022 2022 2022 2922 2022 2022 2022 2022 W27 W28 W23 W30 W31 W32 133 W34 W35 W356 W37 W36 W39 W40 Week Failed Dealer Searches - Current Month 11.1285, sa.1at.00. raa
Slide 10: Benefits – Knowledge Usage
BENEFITS – KNOWLEDGE USAGE A-dec Sales A-dec Dealer Team Team Team (B2B) 9x 2x 0 to 24000 increase increase views
Slide 11: What's Next
WHAT’S NEXT • Integration with Microsoft Dynamic CRM • Data Extract for Service Solutions
Slide 12: a-dec
a‘dec