TELUS International, a customer experience (CX) innovator, partnered with AI knowledge platform provider for customer service, eGain.
TELUS International will specifically offer the eGain Knowledge Hub as an integrated solution available either as part of its contact center-as-a-service (CCaaS) offering or as a standalone customer self-serve option, proactively delivering trusted answers and personalized guidance.
The eGain Knowledge Hub for TELUS International unifies and orchestrates the building blocks needed for modern knowledge management – content management, profiled content access, generative and conversational AI, search methods and knowledge analytics – to deliver trusted answers. A key component of the Knowledge Hub is eGain AssistGPT, which delivers consumable, correct and compliant answers to agents (in customer conversations) and customers (for self-service).
“In the world of customer experience, knowledge is power, and an intuitive and AI-fueled knowledge management platform like eGain’s can make the difference between a poor customer experience that leaves customers frustrated and one that differentiates a brand and inspires customer loyalty,” said Paul Egger, VP, digital solutions, TELUS International. “Through our partnership with eGain, we’re able to provide our clients with a best-in-class AI knowledge solution that prioritizes customer satisfaction. Whether through our CCaaS offering or other digital CX services that we provide, we are committed to finding and working with other providers that share our passion for delivering unparalleled, end-to-end solutions that foster lasting relationships and delight among their customers.”
The eGain Knowledge Hub supports consistent, positive experiences across live and self-service customer experience channels. The modular architecture facilitates customizations that are tailored to unique brand requirements, including driving improvements in agent efficiency, optimizing self-service options or both.
Live contact center agents can access accurate and up-to-date information, fostering positive interactions and minimizing the risk of brand mistrust. Customers expect quick, efficient service when using online chatbots. eGain’s knowledge management system ensures that chatbot responses are consistent with live support, ensuring consistency across touchpoints. Each chatbot interaction is tailored to the customer’s specific needs, providing natural and personalized responses that lead to deeper engagement and greater satisfaction.
Customers seeking quick answers from website FAQs benefit from a trusted knowledge hub that guarantees FAQ content matches the information from live support and chatbots. This consistency prevents confusion and enhances the customer experience.
For more information on TELUS International’s end-to-end CCaaS capabilities, visit here. For its channel partner program, click here.
For eGain partner opportunities, click here.
