eGain has launched the AI Knowledge Suite for Healthcare, a knowledge management platform designed to help healthcare organisations provide more consistent and accurate information across customer interactions and AI applications.
“Healthcare has a knowledge crisis masquerading as an AI problem,” said Ashu Roy, CEO of eGain.
“Health plans and health systems have invested heavily in AI, but when the knowledge underneath it is ungoverned and fragmented, those investments can’t deliver.
The eGain AI Knowledge Suite for Healthcare changes that, giving every agent, on every channel, verified and auditable knowledge when they need it.”
The platform is aimed at health plans and hospital systems that manage information across multiple knowledge and content systems. It provides a centralised, governed knowledge base intended to support contact centre agents and AI tools with up-to-date information.
The suite includes workflows for areas such as member services, benefits, billing, prior authorisation, and patient scheduling, and integrates with platforms including Epic, Salesforce Health Cloud, and Genesys Cloud CX.
G.T. Sweeney, CIO of Healthfirst states, “Healthcare can be complex and at Healthfirst, our mission is to make it easier for members so they can get the benefits and quality care they need.
With eGain, our teams work from the same verified, up-to-date knowledge, which means our members get consistent, accurate and timely information.”
Additional features include tools for monitoring knowledge quality and AI-generated responses, as well as support for healthcare compliance requirements such as HIPAA and SOC 2 Type II certification.
The company says the platform is designed to help organisations improve information accuracy, streamline agent workflows, and support AI initiatives in regulated healthcare environments.
William Wu, Director of Patient Access Center at Hackensack Meridian Health states, “Keeping our teams current across our complex network is an ongoing operational challenge.
Without accurate, governed knowledge at every access point, denial rates can skyrocket. That’s why eGain is so critical to health providers like ours.”
For more information about eGain - visit the eGain Website
About eGain
eGain is the #1 AI Knowledge Platform for Customer service. eGain AI Knowledge Hub and AI Agent help improve experience and reduce cost by delivering instant, trusted answers to agents and customers at every interaction. Find out more about eGain
Author: Robyn Coppell
Reviewed by: Megan Jones
Published On: 25th Jun 2026
Read more about - Latest News, eGain
