Gartner® Market Guide For Customer Service Knowledge Management Systems

Complimentary Gartner® Report

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The Gartner® Market Guide 2024 provides valuable insights into the market for Customer Service Knowledge Management Systems and helps you find the right provider for your needs. The report demonstrates how modern technologies, particularly generative AI, can significantly improve efficiency and quality in customer service.

Gartner predicts: "By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals."

USU is proud to be listed as a Representative Vendor in the Gartner® Market Guide 2024. Take this opportunity to see if our solution meets your requirements.

This Market Guide uses the following three capability categories to segment the market:

  • End-User Engagement (Semantic search, Guided assistance, Portal/help center, Customer journey orchestration)
  • Curation and Contextualization (Insight engines, Knowledge graphs, Usage analytics)
  • Knowledge Life Cycle Management (Dynamic editor, Atomized authoring, Content health optimization) 

Discover the comprehensive market overview and download the Gartner® Market Guide For Customer Service Knowledge Management Systems now.


Gartner, Market Guide for Customer Service Knowledge Management Systems, Pri Rathnayake, Drew Kraus, 10 June 2024

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