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As customer service technology evolves, effective knowledge management is crucial for maximizing ROI from generative AI innovations. This Gartner Market Guide highlights how GenAI is transforming customer service knowledge management by automating user engagement, curation, contextualization, and content lifecycle management.

Key recommendations include:

  • Conduct gap analyses to identify deficiencies
  • Align customer service KPIs with knowledge management
  • Evaluate CS-KMS vendor capabilities
  • And more

Read the full report now to learn how you can leverage GenAI and knowledge management to transform customer service.

Vendor:
ServiceNow
Posted:
Apr 30, 2025
Published:
May 2, 2025
Format:
HTML
Type:
Analyst Report

This resource is no longer available.

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