BT Group and eGain create AI-ready foundation for complex customer support

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Parshwa Turakhiya

21.07.2026

BT Group and eGain create AI-ready foundation for complex customer support — EGain enables AI-ready knowledge base

eGain has enabled BT Group to convert its vast and complex knowledge base into an AI-ready infrastructure for over 25 million customers served by EE, BT, and Plusnet.

At the #Solve26London event, BT Group's Stacy Young and Paul Bently revealed how this transformation is intended to optimize knowledge delivery, setting the stage for artificial intelligence to drive more effective customer support at scale.

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eGain previously presented a customer AI case study at Customer Contact Week Las Vegas, emphasizing practical strategies for contact centers. The company’s platform is also used by health providers to elevate care quality and improve patient access, according to a separate report on its trusted knowledge tools. These use cases highlight eGain’s role in supporting complex information delivery across sectors.

This material may contain third-party opinions, none of the data and information on this webpage constitutes investment advice according to our Disclaimer. While we adhere to strict Editorial Integrity, this post may contain references to products from our partners.

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