... departments face delays from scattered knowledge, duplicated work and repetitive client questions. By using this research, GC can learn three ways through which they can harness existing technology and apply enterprise AI tools to enhance their knowledge management practices. Insights at a Glance Impact ...
Analyst(s): Raashi Rastogi
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... AI-powered taxonomy automation, knowledge capture, creation and curation are rendering conventional KM practices obsolete. This research helps customer service and support technology leaders to identify KM innovations that enable the transformation of service operations and customer experience. Overview ...
Analyst(s): Drew Kraus | Jennifer MacIntosh | Pri Rathnayake
... Service and support leaders need to assess the state of their knowledge management program before modernizing and optimizing for AI. Use this downloadable, interactive version of Gartner’s “Knowledge Management Maturity Model” to diagnose your strengths and weaknesses. When to Use Directions for Use ...
Analyst(s): Jennifer MacIntosh | John Quaglietta | Kim Hedlin
... Gartner First Takes Fresh insights on emerging trends The generative AI knowledge management apps market is a subsegment of the volatile and ever-growing AI applications market. Vendors in this segment provide GenAI capabilities to support enterprise applications and general productivity down to the ...
Analyst(s): Stephen Emmott | Justin Tung | Darin Stewart | Marko Sillanpaa
... Organizations often struggle to share the knowledge that is hidden within scattered documents. Enterprise application leaders must enhance document management to empower users to create, capture, curate and circulate knowledge effectively, using the document-centric approaches outlined in this research ...
Analyst(s): Marko Sillanpaa | Tim Nelms | Rachel O'Farrell | Jed Cawthorne
... Many knowledge management programs overemphasize strategy and technology at the expense of culture, leading to failure. Customer service and support leaders can use this research to build a knowledge-oriented culture and improve customer self-service and agent experiences. Overview Introduction Analysis ...
... AI has changed knowledge management. Use this infographic to visualize how knowledge gets created, organized, and shared in a holistic, AI-enabled system. Diagnose the pain points in your own knowledge management system and identify the combination of AI tools and human capabilities that you need to ...
Analyst(s): Kim Hedlin | Jennifer MacIntosh | Patrick Quinlan
... Access Research Already a Gartner client? Scaling AI and KM initiatives to tap knowledge locked away in the content of unstructured data is stymied by the ways in which application data is managed. Enterprise applications leaders must ensure application data is available for discovery, retrieval and ...
Analyst(s): Tim Nelms | Jed Cawthorne | Stephen Emmott
... generative AI solutions has renewed interest in knowledge management programs, but customer service and support leaders often face questions about the program’s impact. Use this research to tell a data-driven story about the value of knowledge management. Overview Introduction Analysis Gartner Recommended ...
Analyst(s): John Quaglietta | Patrick Quinlan | Jennifer MacIntosh