Tuesday, February 10, 2026
Cabinetworks Group has chosen eGain’s AI-powered solutions to elevate its customer service capabilities and modernize its knowledge management ecosystem. Meanwhile, eGain widely recognized as a leader in AI-driven customer experience knowledge platforms announced that the nation’s largest privately held kitchen cabinet manufacturer will deploy the eGain AI Knowledge Hub™ alongside the AI Agent for Contact Center. Additionally, Current Connections, a member of the Sandler Partners network, played a key role in facilitating this collaboration by aligning Cabinetworks with eGain’s advanced knowledge transformation framework.
Based in Livonia, Michigan, Cabinetworks operates some of the most respected cabinet brands in the U.S., including KraftMaid®, Medallion®, Merillat®, and Smart® Cabinetry. As the company expands its portfolio and market reach, it simultaneously faces rising customer expectations and operational complexity. Consequently, Cabinetworks identified the need to scale support operations while delivering faster, more consistent, and more intelligent customer experiences.
Over time, Cabinetworks accumulated fragmented knowledge across multiple legacy systems, internal documents, and informal job aids. As a result, agents struggled to retrieve accurate information quickly, leading to delays and inefficiencies. Recognizing that AI would be essential for future growth, the company decided to move beyond traditional document management and invest in a centralized, intelligent knowledge system. This shift aimed to empower agents with real-time insights while laying the groundwork for AI-driven automation across customer service operations.
Through its partnership with Current Connections, Cabinetworks selected eGain’s integrated Knowledge + AI platform to consolidate scattered information into a single, governed repository. This implementation includes:
eGain AI Knowledge Hub™ – delivering intelligent search, structured content governance, and advanced analytics to replace fragmented files and outdated records.
AI Agent for Contact Center – embedding contextual AI assistance directly into agent workflows for faster decision-making.
Five9 and Salesforce CRM integration – creating a unified interface that ensures consistency across communication channels.
Self-Service Portal – enabling customers to access reliable information independently, reducing support bottlenecks.
Moving forward, this unified knowledge framework will allow Cabinetworks to provide faster, more accurate responses to customer inquiries. Simultaneously, agents will gain instant access to verified information across all brands, improving productivity and reducing response times. Furthermore, the self-service portal will enhance customer autonomy while maintaining seamless access to live support when needed.
“As we continue to grow and serve more customers, we recognized the need to modernize our approach to knowledge management and customer service,” said Matt Conant, VP of Customer Experience and Care at Cabinetworks Group. “eGain’s AI Knowledge Hub provides a strong foundation to scale our operations while improving service quality. The demonstrations and hands-on experience at Solve ’25 reinforced that eGain understands the unique needs of manufacturers and can help us move from traditional document management to intelligent, AI-powered knowledge empowering our agents to deliver faster, more efficient support and enabling our customers to get back to what matters most: running their business.”
“Manufacturers like Cabinetworks face unique knowledge challenges complex product specifications, expansive customer networks, and diverse customer needs all demand trusted, easily accessible information,” said Ashu Roy, CEO of eGain. “Our AI Knowledge Hub, with AI Agent for Contact Center, provides a unified foundation that helps organizations move beyond scattered documents and legacy systems to deliver real-time, intelligent support. We’re proud to partner with Cabinetworks on this initiative, and we thank Current Connections and Sandler Partners for their trusted partnership in bringing this solution to life.”
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