Gartner® Market Guide for Customer Service Knowledge Management Systems 2025

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Gartner® outlines why modern knowledge management (KM) is becoming a critical foundation for successful AI initiatives in customer service. The report highlights how innovative vendors are automating outdated KM practices—from intelligent content capture to AI-driven taxonomy—to meet rising expectations for speed, accuracy and relevance. 
We’re proud that USU is once again listed as a Representative Vendor in this year’s Gartner report. Our solution is built to automate the entire knowledge lifecycle, improve content quality and enable consistent, high-confidence answers—whether for agents, customers or AI assistants. 
We go one step further: we make AI reliable. While many vendors focus on generating answers, we ensure they’re right. Our knowledge management solution combines the power of AI with strict quality validation to deliver 100 % correct answers—every time. With real-time content governance, automated corpus optimization and AI explainability built in, our customers benefit from AI they can trust across all service channels. 
}', 10='{type=string, value=What we believe the report offers: 

Why automation is key to modern KM success
How GenAI and agentic AI are reshaping the KM landscape
Which features to prioritize when replacing legacy systems
What differentiates truly AI-ready solutions 
Where USU stands in the evolving market 



📄 Download the report now and take the next step toward smarter customer service. 
 
Gartner, Market Guide for Customer Service Knowledge Management Systems 18 June 2025, Pri Rathnayake, Drew Kraus, Jennifer MacIntosh
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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The new Gartner® Market Guide for Customer Service Knowledge Management Systems is here—an essential reading for leaders looking to scale support, improve CX and unlock the full potential of AI.

Gartner® outlines why modern knowledge management (KM) is becoming a critical foundation for successful AI initiatives in customer service. The report highlights how innovative vendors are automating outdated KM practices—from intelligent content capture to AI-driven taxonomy—to meet rising expectations for speed, accuracy and relevance.

We’re proud that USU is once again listed as a Representative Vendor in this year’s Gartner report. Our solution is built to automate the entire knowledge lifecycle, improve content quality and enable consistent, high-confidence answers—whether for agents, customers or AI assistants.

We go one step further: we make AI reliable. While many vendors focus on generating answers, we ensure they’re right. Our knowledge management solution combines the power of AI with strict quality validation to deliver 100 % correct answers—every time. With real-time content governance, automated corpus optimization and AI explainability built in, our customers benefit from AI they can trust across all service channels.

What we believe the report offers:

Why automation is key to modern KM success
How GenAI and agentic AI are reshaping the KM landscape
Which features to prioritize when replacing legacy systems
What differentiates truly AI-ready solutions
Where USU stands in the evolving market

📄 Download the report now and take the next step toward smarter customer service.

Gartner, Market Guide for Customer Service Knowledge Management Systems 18 June 2025, Pri Rathnayake, Drew Kraus, Jennifer MacIntosh

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.