Report
Gartner® Market Guide for Customer Service Knowledge Management Systems
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Learn how knowledge automation is reshaping CS‑KMS and accelerating GenAI outcomes across customer service. In this report, you’ll discover:
- Where automation is having the most significant impact.
- How leading CS teams are laying the groundwork for GenAI success
- The recommendations to modernize your program.

<div class="text-color-grey400 text-size-small">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. Gartner, Market Guide for Customer Service Knowledge Management Systems, 8 June 2020, Pri Rathnayake Et Al. Gartner is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the US and internationally and is used herein with permission. All rights reserved. </div>
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