Gartner® Hype Cycle™ for Customer Service and Support Technologies, 2023

This Gartner® Hype Cycle™ will help customer service and support technology leaders assess the maturity and risks of customer service and support technologies.

“Knowledge management systems and programs have been in place in many organizations for years — often underutilized or left abandoned from a lack of dedicated effort or resources to keep content updated.”

“New uses of ML, combined with communication via chatbots and devices, have created new opportunities and challenges for knowledge delivery.”

Download this Hype Cycle Report to learn more about:

  • Necessary requirements to improve agent performance, especially for newer agents working from home
  • Increasing awareness of knowledge-centered service best practices for designing and maintaining KM programs and technologies
  • Resource requirements for a successful KM program are often underfunded due to cost considerations, resulting in systems that are poorly indexed and don’t deliver direct answers to users’ questions

Complete the form to receive complimentary access to this Hype Cycle for Customer Service and Support Technologies.

Gartner, Hype Cycle for Customer Service and Support Technologies, 2023,
By Drew Kraus, 25 July 2023

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, Hype Cycle is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Upland Software.


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