The Rise of AI in Product Knowledge Management: 30+ Statistics

Accurate, up-to-date product knowledge is essential across organizations and it’s even more critical for AI tools. When fueled by well-structured, relevant content, AI can deliver real value, from increasing employee productivity to enhancing customer services and accelerating onboarding.

As businesses turn to AI, they will gain a competitive edge by leveraging their most powerful asset: their product knowledge.

Curious about AI’s potential in product knowledge management? Don’t worry, we’ve compiled over 30 statistics to help you make data-driven decisions that bring true business value.

Product Knowledge is Crucial for the Success of All Teams

• 58% of employers say that knowledge and information rank as a critical business asset. (Source: Obrizum)
• 76% of company executives considered information to be “mission critical” and their company’s most important asset. (Source: IDC)

And AI Will Drive Business Results Through Optimized Product Content

• 78% of technical writers believe AI will become integral to their workflow within 5 years. (Source: Document 360)
• 70% of technical writers believe AI will positively impact documentation quality, mostly by reducing human error. (Source: Document 360)
• 74% of businesses say their most advanced Generative AI initiative is meeting or exceeding their ROI expectations. (Source: Deloitte)
• Companies whose digital transformations exceeded expectations on key indicators focused more on creating new products and user experiences with AI. These businesses saw 42% higher average annual revenue growth. (Source: EY)

First, Companies Need to Prepare and Update Their Content for AI

• Only 4% of IT leaders say their data is AI-ready. (Source: Gartner)
• 94% of company files have at least one inaccuracy, 26% are out-of-date, and 33% have partial duplication. (Source: Shelf)
• Knowledge workers spend on average 50% of their time creating and preparing documents. Without a document management strategy and a reliable system, 25% of these documents will become lost. (Source: The CM Consultant)
• 92% of participants reported that unstructured data issues had an impact on their Generative AI initiatives, with 30% saying those issues are “large” or of “significant impact”. (Source: Shelf)

And Update Their Search Experience to Improve Product Knowledge Findability

• Professionals spend 5-15% of their work time reading information, but up to 50% looking for it. (Source: Pericent)
• While Google achieves 95% first-page accuracy, most internal enterprise search engines have only a 10% first-attempt success rate. That’s a 9.5x performance gap. (Source: Slite)
• 29% of companies surveyed plan to prioritize AI in their enterprise search in 2025. (Source: Slite)
• Over 55% of consumers say chatbots help them better understand products and discover ones they like. (Source: Zendesk 2024 Trends)

Then, AI Tools are Ready to Improve Onboarding and Training,

• Effective onboarding increases new hire productivity by over 70%. (Source: Lum Apps)
• 68% of HR professionals plan on using some form of onboarding technology in the future. (Source: Strong DM)
• 35% of companies are interested in Generative AI projects to develop new training techniques. (Source: Deloitte)
• High-performing organizations are 19x more likely to use AI for the design and development of learning content and experiences, and 6x more likely to use AI for learning operations. (Source: Deloitte)
• Companies using AI-driven personalization in onboarding report 67% faster time-to-productivity and a 34% increase in employee satisfaction during their first 90 days. (Source: Lum Apps)
• AI Agents solved 35% more support chats per hour with Generative AI than inexperienced agents, helping them move more quickly through their learning curve. (Source: Deloitte)

Increase Employee Efficiency and Productivity,

• 74% of organizations estimate that effective knowledge management disciplines increase company productivity by 10-40%. (Source: Document 360)
• Companies that launched the AWS AI assistance framework have seen dramatic improvements in employee knowledge retention and productivity. Employee self-service with quick and precise access to information reduces training time for new hires by over 50% and cuts escalations by up to 40%. (Source: Accenture and AWS)
• Making AI intrinsic to an organization leads to 20% to 30% gains in productivity. (Source: PWC)
• Among service professionals at organizations investing in AI, 93% say the technology saves them time on the job. (Source: Salesforce)
• Support agents who used AI could handle 13.8% more customer inquiries per hour. Business professionals who used AI could write 59% more business documents per hour. (Source: NN Group)

And Creating Engaging, AI-Powered Experiences for Users

• 81% of consumers believe AI has become part of modern customer service, up 11 points from 2024. (Source: Zendesk)
• 42% of businesses report using chatbots and predictive analytics for operations and customer engagement. (Source: Hostinger)
• 74% of companies predict that investing in AI will increase the level of interactive support options, such as video, voice, and AR content. (Source: Document 360)
• 30% of companies foresee using AI to gamify content to enhance the user experience. (Source: Document 360)
• Early adopters are 128% more likely to report high ROI from their AI tools in CX. (Source: Zendesk)
• 1 in 3 decision-makers implementing AI state that optimizing tools to predict customer needs and deliver personalized experiences is key to driving ROI. (Source: Freshworks)

The Goal is to Provide Accurate, Consistent Information for Informed Decisions

Easily available product knowledge via AI tools supports a more profound product understanding across teams and users. With accurate information employees can quickly troubleshoot problems and answer customer questions. Customers can easily find the information they need to make a purchasing decision or solve their problems with self-service. The key is that AI-powered product knowledge tools provide decisive information in a digestible way that helps individuals act quickly and with confidence. This is critical for companies as 65% of businesses seek to fully move from intuition-based to data-driven decision-making by 2026.

Product knowledge is a living entity that will shift and grow over time. So, harnessing innovative AI tools is a great way to expand employee and customer product knowledge in an intuitive, personalized, engaging way.

With Fluid Topics’ Product Knowledge Platform, deliver intelligent, accurate, and consistent product content experiences tailored to your users’ contexts, needs, and environments.

AI in Product Knowledge FAQ

What is Product Knowledge Management?

Product knowledge management (PKM) refers to the process of producing, organizing, and sharing product-related information and implicit “know-how” with employees and customers. This information includes documentation and internal knowledge of a product’s specifications, features, uses, and benefits, as well as customer support information. The goal of PKM is to help product users deepen their understanding of a company’s product to make confident, quick decisions.