Insights from Gartner® on the future of AI-powered knowledge management

Access this Gartner® report — compliments of Upland RightAnswers

As part of our commitment to helping organizations unlock the full potential of AI in knowledge management, the Upland RightAnswers team is pleased to offer you access to the 2025 Gartner® Market Guide for Customer Service Knowledge Management Systems. This report highlights where knowledge management is headed, and why it’s the foundation for AI success in customer service. 

Inside, you’ll learn how to:

• Automate and scale the way knowledge is structured across your enterprise 

• Build a modern foundation that fuels generative AI and agent productivity 

• Create a smart feedback loop where every interaction improves accuracy, closes knowledge gaps, and keeps your enterprise knowledge ecosystem always learning 

• Leverage dynamic classification and automation to deliver faster, more accurate customer experiences 

• Follow Gartner recommendations to cut escalations and resolve issues sooner 

Don’t miss this opportunity to gain expert guidance on future-proofing your knowledge strategy. 

Market Guide for Customer Service Knowledge
Management Systems, 18 June 2025, By: Pri Rathnayake, Drew Kraus, Jennifer MacIntosh

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