2024 – 2025 Knowledge Management for the AI-Enabled Enterprise
Published January 2, 2025
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a combination of AI, analytics, and feedback from customers and employees to identify conflicting, at-risk, missing, or outdated information to keep knowledge up-to-date and limit the “garbage in/garbage out” challenge that has been a major impediment to these solutions.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
DMG Consulting’s 2024 – 2025 Knowledge Management for the AI-Enabled Enterprise 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
DMG Consulting LLC’s Knowledge Management for the AI-Enabled Enterprise 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 DMG’s 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
And much more…
Use DMG’s Knowledge Management for the AI-Enabled Enterprise report as your RFP to select the best KM solution and partner for your organization. DMG can also help you identify the three best vendors to meet your KM needs or even run your technology selection process for you. Contact us to learn more!
- Executive Summary
- Introduction
- DMG Research Methodology
- 3.1 Report Participation Criteria
- Knowledge Management Defined
- 4.1 Knowledge Management High-Level Functional Components
- Knowledge Management Market Trends and Challenges
- 5.1 Knowledge Management Market Trends
- 5.2 Knowledge Management Market Challenges
- Knowledge Management Market Innovation
- 6.1 New Product Features
- 6.2 Emerging Capabilities
- AI, KM, and the Contact Center Data Challenge
- 7.1 Content Structure and Configuration
- 7.2 Search: Making Content Accessible and Actionable
- 7.3 Guardrails and Governance
- KM Elevates the CX and EX to Drive Better Outcomes
- 8.1 Omnichannel Capabilities
- 8.2 Self-Service
- 8.3 Agent Augmentation
- Knowledge Synthesis: From Acquisition to Application
- 9.1 Data Acquisition/Authoring
- 9.2 Review, Revision, and Approval
- 9.3 Publication and Management
- High-Level Technical Analysis
- 10.1 Security and Compliance
- 10.2 Business Intelligence and Analytics
- Knowledge Management Market Activity and Projections
- Knowledge Management Competitive Landscape
- 12.1 Company Snapshot
- Implementation Analysis
- 13.1 Integration
- Knowledge Management Pricing
- 14.1 Knowledge Management Cloud-Based Pricing
- Company Reports
- 15.1 KMS Lighthouse
- 15.2 livepro
- 15.3 NICE
- 15.4 Salesforce
- 15.5 Shelf
- 15.6 Verint Systems
Appendix: Knowledge Management Vendor Directory
Table of Figures
- Figure 1: Knowledge Management
- Figure 2: Product Information
- Figure 3: Knowledge Management Market Trends
- Figure 4: Knowledge Management Market Challenges
- Figure 5: New Product Features, by Vendor
- Figure 6: Future Enhancements, by Category
- Figure 7: KM Related AI/GenAI Use Cases
- Figure 8: Artificial Intelligence and GenAI
- Figure 9: Content Capture, Structure, and Configuration
- Figure 10: Search
- Figure 11: Guardrails and Governance
- Figure 12: Omnichannel/Multi-Modal Support
- Figure 13: Customer-Facing Applications
- Figure 14: Agent/Employee-Facing Applications
- Figure 15: Data Acquisition and Authoring
- Figure 16: Review, Revision, and Approval
- Figure 17: Publication, Distribution, and Management
- Figure 18: High-Level Technical Analysis
- Figure 19: Security and Compliance
- Figure 20: Business Intelligence, Reporting, and Dashboards
- Figure 21: KM Competitive Landscape
- Figure 22: Company Information, as of August 31, 2024
- Figure 23: Implementation Analysis
- Figure 24: Integration
- Figure 25: Pricing for a 250-Seat Omnichannel Cloud-Based Contact Center Knowledge Management Implementation