As with other infrastructure in a business, the customer service department is changing. As the world shifts from analog to digital and automated systems, new software developments are needed to gather extensive data and organize it. That is exactly what knowledge management software can do for your business; it directs the most relevant information to your customers.   

What is Knowledge Management?

Legacy technology in the customer service environment still relies on trained against to supply the information and details customers ask about. The trouble is that data volume has vastly increased in recent years, making it harder for agents to find and deliver accurate information.

What is needed is a knowledge hub that can be tapped by customer service agents when they need to access focused information for customer inquiries. That’s exactly what knowledge management can do; it uses AI technology and analytics to bring the best data to customers. 

What is a Knowledge Base?

Every company needs a knowledge base that contains all the information relevant to customer inquiries, but these days technology is needed to organize and connect a knowledge base. Why? The reason is that company knowledge and data are spread across many data fields.

Knowledge base software is used to access, organize and deliver data relevant to customers. Since this data is found in various digital locations, a modern knowledge base needs to be flexible and integrated. The word “base” is misleading in this sense; it’s more of a “system.” 

Modern KMS Systems

Modern KMS systems are integrated with the latest technologies to align with the latest demands of the customer service industry. The world has shifted from analog systems to digital and automated ones, and new software is required to operate within this modern context.

A modern KMS system includes machine learning, AL reasoning, routing, omnichannel content management, and modern search methods such as search federations. A quality knowledge management software system brings all of these technologies together and centralizes them.   

The eGain Knowledge Hub

eGain is an example of high-quality knowledge management software; this software is dedicated to providing all of the essential building blocks of knowledge management services into a single platform that can be installed and utilized by any business with customer services.

eGain software is responsible for the concept of the knowledge base in the context of knowledge management software. But infrastructure is not the only thing that eGain software can offer; it also provides domain expertise and plenty of software support for businesses.


In short, knowledge management is the process of collating the knowledge and data of your business and harnessing it to provide the best information to customers at the right time. The world of customer services is changing in line with the shift to digital and automated ones.

To keep up with the latest developments, businesses need KMS systems to access data from a range of digital sources and centralize them for customer service agents to access. Unlike a traditional knowledge base, KMS systems use an advanced form of search to find data.