... support leaders, under pressure to implement AI solutions, often find that their knowledge management efforts are insufficient to support AI projects. Leaders must not overlook the importance of proper governance to ensure knowledge programs can support human and AI needs. Overview Introduction Analysis Gartner ...
Analyst(s): Jennifer MacIntosh | Patrick Quinlan
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... Access Research Already a Gartner client? AI tools are revolutionizing the way service and support leaders manage knowledge content. However, distinguishing genuine capabilities from exaggerated claims remains a critical challenge. This note replaces leaders’ biggest misconceptions with realistic best ...
... client? Knowledge plays a foundational role in the successful delivery of both self-service and assisted service, and is now more critical than ever for AI success. Customer service and support leaders should use this tool to build a compelling business case for investment in a knowledge management program ...
... Access Insights Already a Gartner client? AI is transforming data management systems, knowledge management and knowledge engineering. Data and analytics leaders will gain productivity and agility in the short term, and in the long term the enablement of next generation data architectures, data fabrics ...
Analyst(s): Stephen Emmott | Henry Cook | Roxane Edjlali | Michael Gonzales | Prasad Pore
... Customer service and support leaders need to create effective knowledge management articles for human and AI agents. Learn to implement content standards and knowledge management practices that ensure accurate access to updated content that enhances efficiency and customer satisfaction. More Detail ...
... Access Research Already a Gartner client? GenAI presents new knowledge management challenges, forcing organizations to rethink their SEO strategies, evolve content best practices, and transition traditional knowledge bases. Service and support leaders must adapt processes and strategies to keep pace ...
... Knowledge management is an essential practice but is difficult to sustain. This Solution Path guides application technical professionals through the process of establishing, growing and maturing an effective KM practice, and defines a maturity model for assessing progress. Overview Problem Statement ...
... alongside AI? How do I plan and prepare for the organizational change required to support digital transformation? How do I build an AI-ready Knowledge Management (KM) strategy and long lasting program? Service and Support Strategy and Leadership| Customer-Led Growth| Service and Support Customer Experience ...