AI transforms customer service knowledge management by 2028

Many enterprises rely on outdated knowledge management practices with manual updates, rigid taxonomies, and aging content. These systems create inefficiencies, burying agents in repetitive information and causing inconsistent answers, compliance risks, and frustrated customers.

Gartner's 2025 Market Guide for Customer Service Knowledge Management Systems explores how AI-powered automation transforms KM into a competitive differentiator. It examines:

• AI automating content creation with human oversight for accuracy
• Why structured knowledge is key for GenAI adoption
• The shift from keyword search to intelligent retrieval

Read the report for strategies to modernize KM infrastructure.