eGain today announced the eGain AI Knowledge Suite for Healthcare, a knowledge management platform designed to address fragmented and ungoverned knowledge in healthcare contact centers. The suite provides health plans and health systems with a governed, auditable knowledge foundation for agent interactions. By leveraging trusted knowledge to power AI, healthcare organizations can reduce handle times by up to 40%, cut new hire ramp time from 12 to 4 weeks, push first contact resolution rates to greater than 85%, and reduce preventable claim denials by 22% in the first 90 days.

Healthcare contact centers face challenges such as agent turnover, regulatory requirements, and AI mandates. Organizations often combine six to eight separate knowledge systems before applying AI, which can lead to inaccurate answers if the underlying information is outdated or unstructured. For health plans, this results in incorrect information provided to members during calls when rules or benefits change. For health systems, errors originating from outdated knowledge during scheduling or prior authorizations can lead to denied claims downstream.

The eGain AI Knowledge Suite for Healthcare ensures knowledge is structured, maintained, and ready for AI use. It governs and automates agent knowledge and actions across interactions, channels, and compliance audits. The platform includes pre-built workflows for member services, benefits, formulary, billing, and patient scheduling, and integrates with Epic, Salesforce Health Cloud, Genesys Cloud CX, and other platforms.

The platform offers several benefits to health plans and health systems. It consolidates fragmented knowledge into a single, audited source of truth, ensuring agents receive updated information within minutes. Pre-built healthcare workflows guide agents through complex processes like prior authorization and billing, reducing the need to toggle between systems. Agentic AI can autonomously handle tasks such as prior authorization status lookups and appointment confirmations, reducing those call types by 60 to 80%. Additionally, the suite provides visibility into knowledge gaps and compliance exposure, helping to prevent CMS violations and reimbursement risks.

The suite is designed for the healthcare regulatory environment, featuring HIPAA compliance, Business Associate Agreement support, and SOC 2 Type II certification. Ashu Roy, CEO of eGain, stated that healthcare faces a knowledge crisis disguised as an AI problem, and the new suite provides verified, auditable knowledge to ensure AI investments deliver results. G.T. Sweeney, CIO of Healthfirst, and William Wu, Director of Patient Access Center at Hackensack Meridian Health, emphasized the importance of accurate, governed knowledge for operational efficiency and member satisfaction.

eGain and Deloitte have published a joint research report warning that the impending retirement of Baby Boomers could result in an economic loss of $6.9 to $9.6 trillion. The report, titled "The $9 Trillion Knowledge Exodus: How Organizations Can Turn Baby Boomer Retirements Into Competitive Advantage," highlights that over 30 million Americans will turn 65 in the next four years, triggering the largest transfer of institutional knowledge in history. Despite the looming threat, 92% of surveyed organizations fail to consistently capture knowledge from retiring employees.

The research indicates that average job tenure has fallen from 4.6 to 3.9 years over the past decade, while Baby Boomers average more than eight years of tenure. This disparity creates a significant gap in organizational memory, as deep expertise regarding system design and client history does not naturally transfer to newer employees. The report notes that 85% of C-suite leaders view this knowledge exodus as a moderate to mission-critical threat, yet many organizations struggle to move from awareness to action.

To address this challenge, the authors propose a five-step framework for systematic knowledge capture. The process begins with establishing an authoritative knowledge foundation by consolidating fragmented silos into a single source accessible to humans and AI. It recommends focusing on high-impact knowledge—identifying the 20% of content that resolves 80% of issues—rather than attempting to document everything.

Subsequent steps involve systematically capturing departing expertise using structured transfer models and AI-assisted tools. The framework emphasizes aligning the organization to support knowledge-sharing by treating adoption as a cultural challenge backed by C-suite sponsorship. Finally, it advises embedding knowledge capture into daily workflows to preserve expertise at the moment problems are solved.

The report illustrates the potential impact of these strategies with real-world examples. A leading European telecommunications provider consolidated four knowledge silos across 10,000 contact center agents and 600 retail locations, resulting in a 37% improvement in first-contact resolution and a 30-point rise in Net Promoter Score. Additionally, a major airline cargo division completed a knowledge consolidation initiative in one month, significantly faster than the typical four to five months required by conventional approaches.