Case Study: Mega Bank achieves higher customer satisfaction and associate productivity with eGain

Banking Giant Revolutionizes Customer Service and Associate Productivity with Generative AI and Knowledge

Mega Bank, a global banking institution with 250,000 employees across 60 countries, struggled with fragmented information, difficult onboarding in a hybrid work model, and compliance risks that hurt customer service and associate productivity. To address these challenges, it partnered with eGain and piloted eGain’s Innovation in Thirty Days program and Knowledge Hub.

eGain implemented its Instant Answers generative AI search and migrated more than 2,500 content artifacts from SharePoint, intranet, and Salesforce into a centralized knowledge hub. In just 30 days, Mega Bank saw customer satisfaction rise by 3% and average handle time drop by 14%, while eGain met 100% of the bank’s evaluation requirements.

Mega Bank