Arvind Gopal
VP of Product Management and Strategy
eGain
Presentation Title:
The Missing Link in AI CX Automation:
A Trusted Knowledge Infrastructure What, Why and How
Presentation Summary:
In a 2025 KMWorld survey, a whopping 61% of respondents pointed to erroneous or inconsistent answers as the top barrier for AI adoption. Trust can make or break a brand especially in the high-stakes domain of CX. How do you automate and deliver trusted customer experiences at scale with AI?
The solution lies in building a central foundation or a hub of vetted data and knowledge content that is correct, consumable, consistent, and compliant. Attend this session to learn: What is an AI knowledge hub? How do you build a trusted AI knowledge hub? How do you make knowledge content AI-ready? What does success look like in AI for CX?
About | Arvind Gopal
Arvind is VP of Product Management and Strategy at eGain, where he leads innovation across AI, knowledge management, and customer experience. With 20+ years of experience, he specializes in building scalable solutions that drive customer engagement and operational efficiency.
Arvind holds multiple patents in customer engagement technology and frequently speaks at industry events, including masterclasses on generative AI in customer service.