AI is only as smart as the knowledge behind it. Is yours ready? BY THE NUMBERS FAST FACTS MODERN KM NEEDS MODERNIZE KM FOR AI WITH: KEY TAKEAWAY Source: State of AI 2025: Mid-Year Report – Lack of Trusted Content Emerges as Achilles Heel by Joseph McKendrick, Unisphere Research, sponsored by eGain (May 2025) 70% 88% 55% 61% 62% 94% are using or piloting Generative AI now. say solid Knowledge Management (KM) is critical for GenAI success. have 3+ knowledge silos blocking trust. fear inaccurate AI answers due to messy, outdated knowledge. are dissatisfied with legacy KM tools. agree human experts must stay in the loop. Content is buried across CRM, cloud apps, and outdated systems — creating a maze of conflicting answers. GenAI can automate answers, but only if it pulls from a clean, unified hub Most KM tools haven’t kept up. Disconnected silos mean inconsistent AI outputs. BUDGETS ARE RISING BUT GAPS REMAIN: 60% plan to invest more in KM and AI 75% of that boost goes to GenAI 28% actually use it to create or curate content today AI-powered creation, curation & optimization of content Seamless integration across enterprise tools Context-aware recommendations embedded in workflows Human experts to verify and guide AI (94% say it’s essential) KM NEEDS One Source of Truth: Consolidate silos into a single, trusted hub. AI + Humans: Let GenAI automate, but keep experts in the loop. Embed Knowledge: Deliver answers inside everyday workflows. Automate Updates: Use AI to keep knowledge fresh and relevant. Prioritize Compliance: Ensure consistency, accuracy, and explainability. AI needs high-quality, trusted knowledge to deliver real value. Don’t let legacy knowledge fail your AI. Build a connected, expert-approved knowledge foundation — and your AI will shine. Unify, automate, and supervise — and turn knowledge into your AI’s greatest strength. Ticket Data ≠ Knowledge Don’t build your KM strategy on a shaky foundation Not all support tickets are created equal. Some employees enter a lot of detailed information, which could be used to create valuable knowledge articles - but the inconsistency and variation can lead to a messy resource for AI to provide a proper response. Ticket #00037 Laptop - Blue Screen Error Employee Name Location Time I opened up my laptop at 7:30am and discovered a blue screen. I turned it on and off, tried holding down the power button, and attempted to figure out the cause with no luck. Ticket #00044 Laptop - Not working Employee Name My laptop isn’t working, the screen is blue. Help.