KMWorld Leader Group for 2025

HELP CENTER AUTOMATION

Help center automation uses AI and automated systems to handle customer support tasks, such as answering common questions, routing tickets, and providing self-service solutions without human intervention. Automation reduces response times, lowers support costs, and allows human agents to focus on more complex issues while providing 24/7 customer assistance.

♦ Winner: Zendesk

• Atlassian
• ClickUp
• Document360
• eGain
• Guru
• Happeo
• Helpjuice
• LiveAgent
• Ravenna Software
• ServiceNow
• Verint
• Zoho

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INFORMATION GOVERNANCE

Information governance balances the use and security of information, helping with legal compliance and operational transparency while reducing expenditures associated with legal discovery. It is an integral part of today's business environment and maintaining compliance with GDPR and other legislative privacy initiatives, including keeping personal data secure from AI and is key to best information governance practices.

♦ Winner: Access Corporation

• Access Innovations
• Alation
• Collibra
• EncompaaS
• FTI Technology
• KnowledgeLake
• Litera
• Markup AI
• Morae Global Corp.
• OneTrust
• Precisely
• TopQuadrant

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INTELLIGENT SEARCH AND DISCOVERY

Intelligent search and discovery is an AI-powered process that goes beyond keyword matching to understand a user's intent and context, delivering personalized, highly relevant, and actionable results. It uses technologies such as natural language processing and machine learning to learn from user behavior, refine search results, and connect disparate data sources to find and synthesize information.

♦ Winner: Gratizzi/SearchUnify

• AlphaSense
• Atlas by ClearPeople
• Bloomfire
• Google
• Graphwise
• Lucidworks
• Moveworks
• Northern Light Group
• Progress Software
• SearchBlox
• Stravito
• Upland Software–RightAnswers