Case Study: US Federal Agency achieves $6.5M savings and 21% reduction in customer service costs with eGain SelfService and Knowledge+AI

US Federal Agency Saves Millions With Knowledge Guided Customer Engagement

This US federal agency that manages healthcare, financial services, and benefits for several million members faced fragmented information across channels that left citizens, agents, and field staff struggling to find accurate answers. The agency needed to improve citizen experience and speed claim resolution while containing costs to meet a presidential mandate.

It implemented eGain SelfService and eGain Knowledge+AI (including Guided Help) from the eGain Customer Engagement Hub to create a single source of truth, enable effective self‑service, and provide seamless escalation to eGain Chat for real‑time assistance. The deployment reduced contact center traffic, improved answer accuracy and resolution speed, and is projected to save $6.5M and cut customer service costs by 21% over three years, with full payback expected within nine months.