Technology providers integrate generative AI to enhance the use of contextual knowledge in customer service

Möglingen, July 09, 2024.

Gartner^® has released the "Market Guide for Customer Service Knowledge Management Systems", listing USU as one of the Representative Vendors. We feel the report provides a comprehensive guide for executives in procurement, purchasing, and supplier management. Gartner highlights the central role of knowledge management systems: "By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals."

Gartner defines three capability categories that CS-KMS solutions are composed of:

• End-user engagement ranks and presents the most relevant answers to a specific query, or ingests a single relevant actionable insight to a moment in a user journey, and additionally gives a user the ability to navigate a corpus of content.
• Curation and contextualization supports the discovery/retrieval, sorting and clustering of content assets for delivery at relevant moments in the user journey, including metadata, search and monitoring/reporting/analyzing performance.
• Knowledge life cycle management captures, assesses, authors/creates, reviews, edits, publishes, controls and retires knowledge assets.

covers functionalities in all three performance areas.

Key findings from the report

• Generative AI (GenAI) will rapidly improve the automation capabilities of customer service knowledge management systems (CS-KMS).
• Interest in advanced customer service knowledge management systems is growing as companies recognize the importance of knowledge management to optimize service and maximize ROI from GenAI investments.
• Advanced features such as automated content capture, curation and dynamic content management set the most innovative providers apart from the rest of the market.

Harald Huber, CTO and Managing Director of USU, reinforces Gartner report's findings: "With the deployment of generative AI, companies are on the brink of industrializing their knowledge processes. This will fundamentally change the way customer service operates, with knowledge databases being managed by both machines and humans for machines and humans."

The Gartner report "Market Guide for Customer Service Knowledge Management Systems", published on June 10, 2024, by analysts Pri Rathnayake and Drew Kraus, complimentary copy is available at

This press release is available at

Gartner Disclaimer

Gartner, Market Guide for Customer Service Knowledge Management Systems, Pri Rathnayake, Drew Kraus June 10, 2024. Gartner® is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
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.

About USU Software AG

As a leading provider of software and service solutions for IT and customer-service management, USU enables companies to manage the requirements of today’s digital world. Global organizations use our solutions to cut costs, become more agile, and reduce risks – with smarter services, simpler workflows, and better collaboration. With more than 45 years of experience and locations worldwide, the USU team brings customers into the future.

In addition to USU GmbH, which was founded in 1977, the subsidiaries USU USU Solutions Inc., USU SAS and USU GK also belong to USU Software AG.

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