Moss Is Recognized in the 2026 Gartner® Market Guide for Digital Adoption Platforms: What It Means for Customer-Facing Software

Gartner has published its 2026 Market Guide for Digital Adoption Platforms, and Moss is included as a Representative Vendor.

The guide, published August 31, 2026, names twelve representative vendors in the digital adoption platform market. Viamoss is one of them, listed with our product, Moss, alongside the platforms that defined this category over the last decade.

For a young company, sharing that table is a milestone worth marking. It is also worth explaining, because the category itself is in the middle of its most interesting shift in years.

What is a digital adoption platform?

A digital adoption platform (DAP) is software that sits on top of another application and helps the people using it succeed: in-app guidance that walks a user through a task step by step, onboarding tours for new users, announcements for new features, and analytics that show where people get stuck.

Companies deploy DAPs in two directions. Internally, on the enterprise systems employees wrestle with every day. And externally (the side Moss lives on), inside their own product, so customers can learn it, adopt it, and get value from it without filing a ticket or sitting through a training video.

The category is turning toward AI agents

The traditional DAP playbook was show me: someone authors a tour, screenshot by screenshot, and the platform replays it. It works, right up until the UI changes, the tour breaks, and the backlog of guides nobody has written yet keeps growing. We've written before about why that model strains at enterprise scale.

What is changing now is the direction of travel: from guidance a human pre-authored toward AI assistance that understands what the user is trying to do and helps them do it, or does it with them. Every serious vendor in the category, us included, is racing toward that future, and buyers are weighing whether to buy it or build it themselves on top of a foundation model.

We think the answer for most teams is the one the market is converging on: the hard part isn't the model. It's the context: knowing the screen, the task, the account, and the playbook well enough to help in the moment. That context layer is exactly what a modern DAP is becoming.

Where Moss fits

Moss approaches the category from the support side. It is an AI support agent that lives inside your product: it sees the screen your customer is on, answers from your documentation with sources, walks the customer through the task on the live UI, and takes the action that remains: files the ticket, fills the form, hands off to your team.

The difference from the traditional playbook is that Moss does not depend on a library of hand-built tours. Guidance is generated on the live screen from what Moss knows about your product, so coverage isn't limited to what someone pre-mapped, and a walkthrough that proves useful can be saved and replayed instantly the next time.

In practice that collapses two line items into one: the adoption and onboarding tooling that guides users, and the support bot that answers them. One agent does both, and it improves every week: Moss watches every conversation, finds what's confusing, and proposes the fix for your team to approve.

If you're evaluating a DAP in 2026

A few questions worth asking any vendor on the list, including us:

• Does guidance survive a UI change, or does every release break your tours?
• Can it act (complete the step, file the ticket), or only annotate the screen?
• Is AI native to how content gets created and delivered, or bolted on?
• Do the analytics close the loop and tell you what to fix, or just what happened?

Gartner clients can read the full report, Market Guide for Digital Adoption Platforms, on gartner.com. And if you'd like to see what a digital adoption platform looks like when it starts from the support agent and works outward, we'd love to show you Moss.