eGain’s AI Knowledge Suite Cuts Healthcare Handle Times 40% and Denials 22%
EGAN•eGain’s AI Knowledge Suite for Healthcare cut handle times by up to 40%, ramped new hires in 4 weeks instead of 12 and reduced claim denials by 22% within 90 days. It co-published a $9 trillion knowledge crisis study with Deloitte highlighting demand for governed, auditable AI knowledge platforms.
1. Launch of AI Knowledge Suite for Healthcare
eGain introduced its AI Knowledge Suite for Healthcare as a governed, auditable knowledge management platform for health plans and hospital systems. The solution integrates pre-built workflows for prior authorization, formulary, eligibility, billing and scheduling with Epic, Salesforce Health Cloud and Genesys Cloud CX. Early metrics show up to 40% reduction in handle times, new hires operational in four weeks, over 85% first contact resolution and a 22% drop in claim denials within 90 days.
2. Deloitte Study on Enterprise Knowledge Crisis
In partnership with Deloitte, eGain released a joint study quantifying a $9 trillion knowledge crisis driven by mass baby-boomer retirements and scattered legacy systems. The report warns that ungoverned information undermines AI accuracy and calls for structured, auditable knowledge foundations in enterprise customer service. It positions eGain as a leader in delivering AI-ready knowledge governance solutions.
