eGain - STATE OF AI 2025: MID-YEAR REPORT - Lack of Trusted Content Emerges as Achilles Heel - Survey

Knowledge management (KM) has long had its share of challenges. Data and content are often buried within a plethora of systems, such as customer relationship management platforms, cloud services, document management systems, and more. Information may become obsolete as soon as it is created, as businesses speed up in the age of AI. Huge volumes of data and content now flowing through organizations complicate the situation. Users spend inordinate amounts of time trying to find the proverbial needle in the haystack often attempting to piece answers together from multiple sources.

The knowledge management space is at the cusp of a major revolution, this survey of 316 KM managers and professionals shows. AI has transformed KM by accelerating every stage of the knowledge management process, speeding up time to business value of knowledge. While companies recognize the potential value in AI, with the vast majority expanding their budgets for these technologies, many survey respondents—especially knowledge managers and their teams—have reservations about the accuracy and viability of the output of AI systems, underscoring the need for a robust knowledge foundation to deliver trusted answers, all orchestrated in a central hub with human experts in the loop. This knowledge-backed approach for AI-powered business transformation will help deliver on the great AI promise in the years ahead. We are only at the start of this revolution.