Knowledge management (KM) solutions are earning users’ respect after nearly 40 years of striving to convince organizations of their value. Today’s advanced KM platforms, which leverage generative artificial intelligence (GenAI) and other AI technologies as core components, are a significant improvement over prior generations. Critical differentiators between earlier KM solutions and current AI-enabled systems include tools that automate the content authoring, maintenance, and expiration processes to considerably reduce the level of manual effort required.
In addition, feature-rich KM platforms use a combination of AI, analytics, and feedback from customers and employees to identify conflicting, at-risk, missing, or outdated information to keep knowledge up-to-date and limit the “garbage in/garbage out” challenge that has been a major impediment to these solutions. While humans still need to oversee these applications, this activity is more manageable and less time-consuming than in the past.
Detailed and comprehensive coverage of this increasingly relevant sector
The report examines the KM market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. The Report features six leading and contending vendors: KMS Lighthouse, livepro, NICE, Salesforce, Shelf, and Verint Systems.
RFP Q&As prospects need to identify and select the right KM platform
The report includes detailed side-by-side comparative analyses of 160+ RFP questions and vendor responses to enable end-users seeking a KM platform to easily compare the most important features for their organization’s success. (Vendor responses have been carefully reviewed and vetted by the team of leading contact center and back-office technology and operations experts during in-depth live product demonstrations.)
The report’s side-by-side analyses compare a wide range of information, including:
- Omnichannel/Multi-Modal Support
- Artificial Intelligence (AI) and GenAI
- Integration
- Content Capture, Structure, and Configuration
- Asset Management
- Search
- Customer-Facing Applications
- Agent-/Employee-Facing Applications
- Security and Compliance Features
- Guardrails
Table of Contents
1. Executive Summary2. Introduction
