eGain, the leading provider of cloud-based customer engagement solutions, announced that A-dec, world’s leading dental equipment manufacturer, selected eGain AI knowledge for contact center support and digital self-service.

A-dec manufactures a complete portfolio of dental operatory products, including chairs, stools, delivery systems, lights, cabinets, and A-dec | W&H handpieces. The complex nature of these products makes customer support essential to the A-dec value proposition.

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A-dec Customer Service handles calls from dental service providers as well as A-dec’s own field engineers and dealers. Previously, representatives were using a legacy knowledge-base, layered on a Microsoft Sharepoint™ repository. A-dec wanted to modernize its knowledge management system with AI guidance to deliver fast, accurate, and consistent answers across omnichannel touchpoints.

Looking at alternatives, the company was impressed with eGain’s AI Knowledge for its strong, out-of-the-box capabilities in conversational AI guidance, knowledge personalization, search, and analytics. Moreover, the contact center tried out the solution through “Innovation in Thirty Days”, a free, production pilot, where agents were able to find answers faster with eGain. The company will deploy eGain AI Knowledge across the contact center and digital self-service.

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“A-dec Customer Service strives to provide an accurate, complete, and immediate solution for every customer,” said Mark Brannan, Global Director of Customer Service.  “With eGain’s AI Knowledge solution, we will expand our abilities to accomplish this goal and introduce this same level of service to new interaction channels beyond our traditional voice approach.”

“Document and content management systems fail in findability,” said Ashu Roy, eGain CEO. “By contrast, eGain AI Knowledge accelerates time to answer with fast findability and conversational navigation, where needed.”

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