Case Study: UK’s Leading Digital Communications Company achieves 85% First Contact Resolution, +20‑point NPS and 43% faster agent training with eGain Knowledge

UK Telco Transforms Digital Customer Service with eGain Knowledge and AI

This highly awarded UK telco — a pioneer of 4G with around 30 million mobile, fixed and wholesale connections — faced inconsistent customer service across more than 10,000 advisors in the UK and India after a major merger. Four disparate knowledge tools held 20,000 inconsistent articles, advisors used knowledge correctly only ~10% of the time, and manual call coding plus search‑based tools led to variable answers, repeat calls and poor customer outcomes. The company decided to move from “search” to guided, compliance-ready workflows to standardize service.

They implemented eGain Knowledge in the eGain Cloud, using AI‑powered Guided Help to convert 20,000 articles into 10 Guided Help case bases, integrate with CRM, auto-classify interactions and train 10,000 advisors, plus a 24‑hour feedback loop for content governance. Results included First Contact Resolution of 85%, a 20‑point NPS improvement, 43% faster training (14→8 days) and a 50% faster speed‑to‑competency; advisors reported higher confidence and management gained analytics to drive further contact reduction.