Making CS More Efficient and Effective with AI

Are you ready for it (AI in CS)? If you are not currently talking, discussing, or contemplating the existence of AI taking over the world, what ARE you doing?!At Gainsight, we hold a monthly AI offsite with our exec and product team (I'd encourage every company to do this). When you spend time thinking deeply about AI, you realize how quickly everything in SaaS and technology will change. And the stakes are astronomical: those who don’t embrace AI will likely be left behind, while those who do will stand at the forefront of probably one of the biggest transformations in technology.

Here are some behind-the-scenes previews of what we’ve been up to at Gainsight with AI:

• Gainsight Cheat Sheet Demo
• Creating Content on Digital Hub
• Auto-Generating Suggested Tags

What does your approach to AI look like? Let us know in our ongoing survey for SaaS business’s AI strategy here. The more you tell us about your company’s trajectory, the more we can plan for the future of CS together.

?? Generative AI Community Roundtable

Generative AI Community Roundtable

Last week, I met with CS executives to talk about how Generative AI can help in #CustomerSuccess. With the help from our Lead of AI, Shantan Reddy, we shared a sneak peek of our AI product roadmap that we’re doubling down on at Gainsight. There was so much enthusiasm and dialog! Here were just a few areas that really stood out:

• Improving customer-centricity: Using Generative AI to quickly digest and understand everything going on with customers is a big opportunity. Executives and new CSMs should never be blindsided by what’s happening at a client—and shouldn’t require arduous prep to make that happen. We have a feature in beta called “Cheat Sheet” that is all about automatically prepping people for client meetings using the magic of Generative AI.
• Reducing repetitive tasks: Today, CSMs spend an inordinate amount of time on manual data entry—notes, follow-up tasks, etc. Generative AI has the power to radically reduce this. We discussed our upcoming “Meeting Assist” functionality, which is all about removing the arduous tasks for CSMs around meetings.
• Automated predictive health scoring: Today, customer health scoring is a combination of subjective judgment by CSMs and data-driven algorithms using a “rules-based” approach. We talked about our upcoming “Scorecard Optimizer,” which will automatically balance scorecard weighting based on historical actuals, making them lower maintenance and more accurate.
• More self-service: Enabling customers to self-serve by connecting resources like your knowledge bases, LMS systems, and support systems, with an AI bot that pulls the answers for them. We talked about our Smart Search strategy to help move in this direction.
• Less configuration work: Running CS Operations involves a lot of thinking around processes, reporting, and the like. Generative AI will enable “configuration through prompt” for areas like reporting and workflow.

Thanks so much for the great dialog from everyone who attended! What are some other big opportunities for how Generative AI can help Customer Success in your business?

You can check out other leaders’ comments in the original LinkedIn post here.

DON’T WALK —?RUN! PULSE ENCORE COMING TO A CITY NEAR YOU

Pulse is going on the road this year to share the latest trends in Customer Success including AI and the next evolution coming our way!

Hope you can make it to Pulse in New York City, NY on September 28, 2023, or Austin, Texas on October 19, 2023.

??? Save your seat today!

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