USU listed in the Gartner® Market Guide for Customer Service Knowledge
Management Systems

EQS-News: USU Software AG / Key word(s): Market Report
USU listed in the Gartner® Market Guide for Customer Service Knowledge
Management Systems

09.07.2024 / 10:58 CET/CEST
The issuer is solely responsible for the content of this announcement.

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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.

USU Customer Service Knowledge Management 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 www.usu.com.

This press release is available at https://www.usu.com


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.

Further information: https://www.usu.com


Contact

USU Software AG
Corporate Communications
Dr. Thomas Gerick
Tel.: +49 (0) 71 41 48 67 440
E-mail: thomas.gerick@usu.com


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   Language:       English
   Company:        USU Software AG
                   Spitalhof 1
                   71696 Möglingen
                   Germany
   Phone:          +49 (0)7141 4867-0
   Fax:            +49 (0)7141 4867-200
   E-mail:         info@usu-software.de
   Internet:       www.usu-software.de
   ISIN:           DE000A0BVU28
   WKN:            A0BVU2
   Listed:         Regulated Unofficial Market in Berlin, Hamburg
   EQS News ID:    1942465

End of News EQS News Service
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1942465 09.07.2024 CET/CEST