Knowledge Management Gartner Market Guide
Fill out form to read article
Gartner Market Guide
For Customer Service Knowledge Management Systems
It is knowledge or bust when it comes to customer and agent experiences that are memorable for the customer, empowering for the agent, and easy for both. What are the market trends and how do you go about selecting vendors? Reading this guide from Gartner experts will be a good start!
“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.”1
Gartner, 10 June 2024
1 Gartner, Market Guide for Customer Service Knowledge Management Systems, Pri Rathnayake and Drew Kraus, 10 June 2024
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
