Send us a textEpisode Summary: In this episode, we interview Evan Siegel, who transitioned from a 16-year career in retail banking to eGain, where he leverages AI, machine learning, and knowledge management to enhance customer experiences. Discussing the challenges of outdated tools in contact centers and how modern knowledge management systems powered by generative AI can solve these issues. Evan emphasizes the importance of a single source of truth in knowledge management and shares insights on how AI can reduce costs and improve customer service across industries. We also delve into specific strategies for financial institutions and the benefits of implementing AI-driven customer service solutions. The conversation wraps up with a look at the Virtual Financial Coach, Evan's initiative at eGain to democratize financial advice. Tune in to discover the future of customer service and how technology can transform the industry.00:53 Meet Evan: From Banking to AI01:37 Challenges in Contact Centers03:26 The Role of AI in Customer Service05:46 AI's Impact on Cost Reduction08:08 The Future of Contact Centers10:28 Self-Service and Customer Preferences12:34 Migrating Knowledge Bases in Financial Institutions16:30 Risks and Solutions in AI Implementation20:42 The Importance of Prompt Engineering21:16 Analytics in AI and Customer Service23:05 Getting Started with AI in Your Company23:19 Generative AI Hype and Realistic Expectations24:36 Strategic Implementation of Generative AI26:05 Buy vs. Build: Making the Right Choice28:40 The Journey of Virtual Financial Coaching 34:06 Rapid Fire Questions with Evan36:34 Conclusion and Key TakeawaysLinks: LinkedIn: https://www.linkedin.com/in/evan-siegel-ab436845/ Website: https://www.egain.com/ 

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