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The position of knowledge in Gartner’s Hype Cycles

The position of knowledge in Gartner’s Hype Cycles


Transversal is cited as an exemplar of “knowledge management for customer service” in the current Hype Cycles from analyst Gartner.

Prepared annually, Gartner’s Hype Cycles describe various technologies and their stage of adoption by business, plotted on a graph of peaks and troughs. The next big thing might be at the Peak of Inflated Expectations; a technology facing backlash against its initial hype might sink into the Trough of Disillusionment; one settling into established use might slowly climb the Slope of Enlightenment and plant its flag on the Plateau of Productivity.

Knowledge Automation for customer service, the technology represented by Transversal, features in four Hype Cycle reports: Contact Centre Infrastructure, CRM Customer Service and Customer Engagement, Digital Commerce, and Midsize Enterprises. Its benefit for all those areas is described as “high”. According to analyst Michael Maoz, knowledge for customer service occupies the “enlightenment” stage of the cycle, as increasingly sophisticated automation and integration with user-driven platforms deepen its impact.

Discussing what makes a knowledge solution effective, Maoz articulates several of our own principles. What distinguishes emerging knowledge technologies from traditional KM, he states, is automation. The purpose of the technology is not just to curate knowledge but to serve it dynamically at the point of need, using artificial intelligence to target its responses and incorporate new data over time.

To explore the Gartner reports that Transversal appears in please email

"Knowledge Automation provides measurable benefits for Transversal’s clients.
We’re glad Gartner’s analysis is helping organizations see the impact of
knowledge automation versus the ‘old’ KM.

Heather Richards, CEO, Transversal.