Press release
Why AI Projects Fail: Groundbreaking Survey Uncovers Crisis of Trust in Underlying Content
SUNNYVALE, Calif. - June 3, 2025 - eGain (NASDAQ: EGAN), the leader in AI knowledge platform for service, today announced the findings of a first-of-its-kind survey on the state of AI in 2025. Conducted by Enterprise AI/KMWorld in Spring 2025, the findings were compiled from the responses of 316 executives, knowledge managers and practitioners worldwide.The survey revealed a make-or-break barrier to AI success with a whopping 61% of respondents pointing to erroneous or inconsistent answers as the top concern for broad AI adoption. In fact, Gartner warns that 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration with modern KM systems will fail to meet their CX and operational cost-reduction goals.
"It is trusted content or bust when it comes to moving the needle with AI applications," said Ashu Roy, eGain CEO.
"At a time when so many organizations are looking to AI to solve problems, it's important to stress that, when it comes to AI and knowledge, you need both to thrive," said Marydee Ojala, Editor-in-Chief for KMWorld. "The hard numbers from this study reveal how vital trusted content is to successful AI initiatives."
With the eGain AI Knowledge Hub, Fortune 500 clients across industries such as banking, insurance, healthcare, and utilities have taken this trust-centric, knowledge-powered approach to accelerate AI initiatives.
"With trusted knowledge created and curated in the eGain AI knowledge Hub, we have been able to reduce AHT (Average Handle Time) by 24% and AWT (Average Wait Time) by 57% for member calls," said Amy Durst, Assistant VP of Internal Support at Rogue Credit Union. "At the same time, our agent satisfaction scores went up by 22%."
More information
• State of AI 2025: Mid-Year Report
o eGain.com link
o KMWorld link
• eGain AI Knowledge HubTM
• eGain webinar with KMWorld: "AI Initiatives for CX: Why They Fail and How to Succeed," June 26, 2025, 11 am - 12 noon Pacific Time
• Solve London 2025, the premier conference for AI-powered CX transformation
About eGain
eGain AI Knowledge Hub helps businesses improve customer experience and reduce cost by delivering trusted, consumable answers.
Contact
eGain Media Relations
press@egain.com
eGain Corporation
1252 Borregas Avenue
Sunnyvale, CA 94089, USA
eGain is a provider of AI-powered customer engagement and knowledge management software. Their AI Knowledge Hub orchestrates AI and experts to deliver trusted answers to customers, agents, and field staff, improving customer experience and reducing service costs. eGain's services include business consulting, implementation, and post-deployment value assessment, all based on their proprietary eGain Knowledge Method.
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