{"id":30943,"date":"2025-02-24T11:30:16","date_gmt":"2025-02-24T19:30:16","guid":{"rendered":"https:\/\/www.egain.com\/?p=30943"},"modified":"2025-09-11T12:46:31","modified_gmt":"2025-09-11T20:46:31","slug":"customer-service-automation-lessons-from-the-gen-ai-trenches","status":"publish","type":"post","link":"https:\/\/www.egain.com\/blog\/customer-service-automation-lessons-from-the-gen-ai-trenches\/","title":{"rendered":"Customer Service Automation Lessons from the Gen AI Trenches"},"content":{"rendered":"<p>AI will revolutionize customer service. According to the McKinsey Global Institute, AI can enhance productivity by up to 45% in customer service operations. However, most AI projects in customer service are struggling to get beyond the cool prototype. What\u2019s the problem? Could it be that these projects are missing a key ingredient?<\/p>\n<p>Here\u2019s a new white paper that explores the challenges and lessons learnt from AI projects in customer service automation, focusing on the foundational need for knowledge management to deliver trusted content to AI systems that interface with customers and employees. Drawing from recent industry research and real-world enterprise projects, this paper provides actionable recommendations to deliver transformative cost savings and experience improvements in customer service.<\/p>\n<div style=\"margin-top: 30px;\">\n<p><a class=\"btn-black download-btn\" style=\"margin-left: 0px;\" role=\"link\" href=\"https:\/\/www.egain.com\/generative-ai-customer-service-lessons-learned\/\" target=\"_blank\" rel=\"noopener\">Read White Paper<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>AI will revolutionize customer service. According to the McKinsey Global Institute, AI can enhance productivity by up to 45% in customer service operations. However, most AI projects in customer service are struggling to get beyond the cool prototype. What\u2019s the problem? Could it be that these projects are missing a key ingredient? Here\u2019s a new&#8230;<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":""},"categories":[509,682],"tags":[],"class_list":["post-30943","post","type-post","status-publish","format-standard","hentry","category-artificial-intelligence","category-knowledge-management","entry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.7.1 (Yoast SEO v25.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Service Automation Lessons from the Gen AI Trenches | eGain<\/title>\n<meta name=\"description\" content=\"Key lessons from real-world AI projects in customer service automation. Learn how knowledge management unlocks Gen AI\u2019s full potential for CX improvements.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.egain.com\/blog\/customer-service-automation-lessons-from-the-gen-ai-trenches\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Automation Lessons from the Gen AI Trenches | eGain\" \/>\n<meta property=\"og:description\" content=\"Key lessons from real-world AI projects in customer service automation. Learn how knowledge management unlocks Gen AI\u2019s full potential for CX improvements.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.egain.com\/blog\/customer-service-automation-lessons-from-the-gen-ai-trenches\/\" \/>\n<meta property=\"og:site_name\" content=\"eGain\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/eGain\" \/>\n<meta property=\"article:published_time\" content=\"2025-02-24T19:30:16+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-11T20:46:31+00:00\" \/>\n<meta name=\"author\" content=\"Ashu Roy\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@eGain\" \/>\n<meta name=\"twitter:site\" content=\"@eGain\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ashu Roy\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.egain.com\/blog\/customer-service-automation-lessons-from-the-gen-ai-trenches\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.egain.com\/blog\/customer-service-automation-lessons-from-the-gen-ai-trenches\/\"},\"author\":{\"name\":\"Ashu Roy\",\"@id\":\"https:\/\/www.egain.com\/#\/schema\/person\/07840a05741a6f107b02c9486a57fbb2\"},\"headline\":\"Customer Service Automation Lessons from the Gen AI Trenches\",\"datePublished\":\"2025-02-24T19:30:16+00:00\",\"dateModified\":\"2025-09-11T20:46:31+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.egain.com\/blog\/customer-service-automation-lessons-from-the-gen-ai-trenches\/\"},\"wordCount\":130,\"publisher\":{\"@id\":\"https:\/\/www.egain.com\/#organization\"},\"articleSection\":[\"Artificial Intelligence\",\"Knowledge management\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.egain.com\/blog\/customer-service-automation-lessons-from-the-gen-ai-trenches\/\",\"url\":\"https:\/\/www.egain.com\/blog\/customer-service-automation-lessons-from-the-gen-ai-trenches\/\",\"name\":\"Customer Service Automation Lessons from the Gen AI Trenches | eGain\",\"isPartOf\":{\"@id\":\"https:\/\/www.egain.com\/#website\"},\"datePublished\":\"2025-02-24T19:30:16+00:00\",\"dateModified\":\"2025-09-11T20:46:31+00:00\",\"description\":\"Key lessons from real-world AI projects in customer service automation. 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