... sharing and retrieving knowledge is central to knowledge management and essential to employee effectiveness, yet is rarely done well. Application leaders providing technology that supports knowledge management must begin to leverage GenAI to viably automate and augment key KM activities. Gartner Research ...
Analyst(s): Haritha Khandabattu
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... Access Research Already a Gartner client? Enterprises struggle with fragmented data and labor-intensive knowledge management. Fluid knowledge enables trusted, governed data to flow seamlessly between applications and people, turning previously disconnected data into a strategic asset. Overview Strategic ...
Analyst(s): Tim Nelms | Matt Cain | Hao Yin | Stephen Emmott
... Access Research Already a Gartner client? A well-performing knowledge management program is essential for a value-driven, low-effort customer experience, but many customer service and support leaders struggle to sustain one. Use this strategic roadmap to identify key steps for progressing from the current ...
... and support organizations have frontline agents who need information that is buried in obscure repositories. Agent-assist solutions deliver knowledge management content to agents who need it, but their effectiveness depends on four essential features. Insights at a Glance Strategic Planning Assumption ...
Analyst(s): Kim Hedlin | Stephen Emmott | Kathy Ross
... Manual knowledge management (KM) processes cannot support many organizations’ conversational GenAI ambitions. This note describes the AI use cases that can help customer service and support leaders create and maintain high-quality knowledge content at scale. More Detail Gartner Recommended Reading Gartner ...
... underinvestment in KM and overreliance on technology, threaten CSCOs’ ability to retain institutional knowledge. Use this research to establish a foundation for KM in supply chain and prepare for the potential impact of GenAI on KM. Overview Conclusion Gartner Recommended Reading Note 1: GenAI and KM Gartner Research ...
Analyst(s): Sam Berndt | Danielle Torgerson | Tess Frenzel
... Access Insights Already a Gartner client? Legacy knowledge transfer methods create risk and “knowledge debt” in managed services transitions. This note outlines four key trends — AI-driven knowledge management, process mining, hyperautomation, and readiness assessments — that enable leaders to enhance ...
... self-service content by integrating knowledge management that is enhanced by AI-enabled automation. Download the guide to learn how to: Strategically funnel transactional knowledge back into self-service channels Develop a human-in-the-loop machine learning practice to automate knowledge capture and curation Deploy ...
... Dr. Stewart advises digital business leaders and technical professionals on how to create, manage and utilize knowledge resources. Research areas include generative AI, knowledge management, public and private search, text analytics and natural language understanding. He is the author of numerous publications ...