Gartner Research: 10 AI Use Cases for Managing Knowledge Content at Scale

How customer service leaders are using AI to create and maintain high-quality knowledge content—the foundation for successful GenAI initiatives

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Most conversational AI projects fail not because of technology limitations, but because organizations lack the knowledge infrastructure to support them.
This Gartner research reveals the 10 AI use cases that leading customer service organizations are deploying across the knowledge content lifecycle—from capture and creation to audit and archive.

You’ll discover:

  • How 71% of service leaders plan to deploy AI-powered knowledge content generation in the next two years
  • The emerging methods replacing manual knowledge management processes
  • Specific recommendations for each use case, including prerequisites and caution areas
  • How to prepare your knowledge repository for both human and AI users

Download your complimentary copy of this Gartner Quick Answer (normally available only to Gartner clients) to learn how AI can help you scale knowledge management.

Gartner, AI Vendor Race: How to Evolve Your Pricing Model for AI Services,
By Danny Ryan, Robert Brown, 13 October 2025
GARTNER is a trademark of Gartner, Inc. and/or its affiliates.

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