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EQS-News: USU Software AG / Key word(s): Market Report
USU listed in the Gartner® Market Guide for Customer Service Knowledge Management Systems
2024-07-09 / 10:58 CET/CEST
The issuer is solely responsible for the content of this announcement.
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

2024-07-09 CET/CEST Dissemination of a Corporate News, transmitted by EQS News - a service of EQS Group AG.
The issuer is solely responsible for the content of this announcement.
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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 

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1942465 2024-07-09 CET/CEST

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July 09, 2024 05:00 ET (09:00 GMT)