In June 2025, Gartner published its latest Market Guide for Customer Service Knowledge Management Systems, identifying the trends, technologies and vendors shaping the future of service knowledge. One key takeaway? The customer service knowledge management (CSKM) market is undergoing a major shift—driven by AI, automation and the demand for intelligent self-service. We’re proud to share that USU Customer Service Knowledge Management has been recognized by Gartner as a representative vendor in this evolving space.
The Future of Knowledge Management is Automated
According to Gartner, legacy knowledge management solutions can no longer meet the speed, scale and personalization today’s service environments demand. Manual taxonomies, static articles and outdated portals are being replaced by:
- AI-powered taxonomy automation
- Automated knowledge capture and authoring
- Dynamic content lifecycle tools
- Intelligent search and contextual delivery
📌 Strategic Planning Assumption (Gartner, 2025): By 2028, 40% of large enterprises will adopt AI-powered customer service knowledge automation, up from less than 5% in 2025.
USU Customer Service Knowledge Management: Built for the AI Era
USU’s CSKM platform supports the full knowledge lifecycle—creation, structuring, maintenance and delivery—making it easier for organizations to implement advanced AI, improve customer experience, and reduce service costs.
| Key Gartner Capability |
USU CSKM Feature |
| AI-based taxonomy & classification |
✅ Dynamic machine-learning-driven content structuring |
| Knowledge capture from interactions |
✅ Auto-capture and AI-supported content generation |
| Modular content architecture |
✅ Atomized authoring with dynamic editors |
| Intelligent search & AI chat integration |
✅ Natural language search, role-based responses, chatbot-ready |
| Corpus health optimization |
✅ Real-time analytics, automated archiving, usage feedback loops |
USU’s approach goes beyond traditional KM. It creates knowledge that’s ready for use by agents, customers and AI systems alike.
What Is Customer Service Knowledge Management Software?
Gartner defines CSKM software as technology that provides customers and support teams with accurate, contextually relevant and personalized information—when and where they need it.
The goal: to improve service consistency, enable scalable self-service, accelerate employee onboarding and power AI-driven support.
CSKM tools like USU’s are designed to:
- Replace outdated knowledge bases
- Improve the accuracy and relevance of search results
- Support conversational AI, agent assist, and knowledge bots
- Maintain content freshness and governance at scale
Why Choose USU for Customer Service Knowledge Automation?
USU Customer Service Knowledge Management is trusted by service organizations worldwide to solve problems like:
- Low first contact resolution due to outdated or hard-to-find content
- Slow onboarding of new agents or employees
- Inconsistent answers across support channels
- High manual effort in content creation and maintenance
- Poor AI results due to unstructured or stale knowledge
With USU, companies get:
- A flexible knowledge platform tailored to complex service environments
- A structured content strategy that supports GenAI and automation
- A future-ready foundation for delivering AI-powered support experiences
See the Full 2025 Gartner Market Guide
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About Gartner
Gartner, Market Guide for Customer Service Knowledge Management Systems, 18 June 2025, Pri Rathnayake, Drew Kraus, Jennifer MacIntosh.
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