New research from Upland + Metric Sherpa dives into why customer support teams are struggling with knowledge management and how to actually fix it. 

We’ve all seen the headlines about AI changing customer support overnight. Sounds great, right? Except that most teams are still stuck with the same old problem: agents can’t find what they need when they need it. 

That’s exactly what this new Knowledge Activation Gap Report uncovers. We teamed up with Metric Sherpa to ask 300+ leaders what’s really happening inside their organizations. Spoiler: AI isn’t the magic wand everyone hoped it would be. 

Your Sneak Peek: 

• 66% say the contact center is their #1 place for AI investment 

• 84% admit agents still waste time searching for answers 

• Only 18.6% have highly structured knowledge content 

• Just 29% believe their teams are actually AI-ready 

Why It Matters: 

You can’t deliver great customer experiences if your knowledge base is a mess. This report breaks down what’s working, what’s not, and where support leaders should focus next. 

Get Your Copy! 

Want exclusive access to the Upland RightAnswers + Metric Sherpa Knowledge Activation Gap Report? Leave us a few details and it’ll be all yours.  

When you’re ready to close your own gap, our experts are here to chat. Enjoy the read!