Gartner Research

Improve Customer Self-Service Adoption by Automating Knowledge Capture and Curation

Published: 02 December 2020

ID: G00737384

Analyst(s): Pri Rathnayake


Demand for assisted service remains high as investments in self-service fail to meet customer expectations. Application leaders supporting customer service must improve the timeliness and fidelity of self-service content by integrating knowledge management that is enhanced by AI-enabled automation.

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