The Gartner Market Guide for Customer Service Knowledge Management Technologies

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Here are some of the key findings of the Gartner Market Guide for Customer Service Knowledge Management Technologies:

  • Demand for customer service knowledge management systems (CS-KMSs) continues to grow alongside the need to offer seamless customer service experiences.
  • Customer service technology vendors are beginning to add product features to their basic knowledge management functionality to offer more sophisticated knowledge management capabilities.
  • Specialized vendors are beginning to offer AI/ML-powered capture, authoring, and curation capabilities and innovative features such as dynamic editors and atomized authoring capabilities.

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Gartner, Market Guide for Customer Service Knowledge Management Technologies, 2022, Pri Rathnayake, Drew Kraus, 20 September 2022. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MARKET GUIDE is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Heretto.