Gainsight's AI-Powered Customer Success Features
This document provides information on how generative AI and AI support various CS product areas, including AI Cheat Sheet, AI Takeaways, Impact Analyzer, Write with AI in Email, AI Follow Up (Meeting Assist), Copilot, Renewal Center, and Scorecard Optimizer. The guide includes real-time examples, benefits, and step-by-step instructions to help you leverage these advanced tools to drive better customer outcomes and enhance operational efficiency.
AI Cheat Sheet in C360/R360
The AI Cheat Sheet feature in C360/R360 provides a quick, comprehensive view of a customer's key data points. It includes renewal insights, strategic priorities, key projects, and more, all powered by generative AI.
Benefits
- Quick Access to Data: Provides an at-a-glance view of critical customer information.
- Enhanced Decision Making: Helps CSMs make informed decisions based on up-to-date data.
- Improved Efficiency: Reduces the time spent searching for customer information.
Real-Time Example
Before a meeting with a high-value customer, a CSM uses the AI Cheat Sheet to review the customer's renewal status, ongoing projects, and strategic priorities. This allows the CSM to tailor the conversation to the customer's current needs and priorities, increasing the likelihood of a successful engagement.
AI Takeaways and Impact Analyzer
AI Takeaways: In Text Analytics, the AI Takeaways feature extracts key insights from customer interactions by analyzing data from surveys and timelines. It highlights key opinions and sentiment, providing actionable summaries that allow Customer Success Managers (CSMs) to address customer concerns promptly.
Impact Analyzer: The Impact Analyzer uses AI to understand how various factors influence key customer experience metrics such as NPS® and CSAT. By analyzing survey responses, scorecards, and company attributes, it identifies strengths and areas for improvement, guiding strategic decisions.
Benefits
- Enhanced Decision Making: Provides actionable insights for better strategic planning.
- Increased Efficiency: Automates the analysis of customer feedback, saving time.
- Improved Customer Engagement: Identifies areas to enhance customer satisfaction and loyalty.
Real-Time Example
A CSM uses the Impact Analyzer to discover that the onboarding experience is negatively impacting NPS® scores. By addressing specific issues in the onboarding process, the team improves customer satisfaction and retention rates.
Write with AI in Email
The "Write with AI" feature in Gainsight assists in composing emails by providing AI-generated suggestions. This feature ensures that communication is effective, timely, and personalized, helping CSMs maintain high standards in their interactions with customers. Integrating the power of GPT-3.5, this feature automatically generates personalized email text based on user prompts, combining efficiency with a personalized touch.
Within Gainsight’s email application, users can find this intuitive AI tool ready to assist in email creation. The AI-generated text is fully editable, giving users control to fine-tune messages, ensuring they perfectly align with the intended tone and message.
The Write with AI feature is available in the following areas:
- Email Assist (Cockpit)
- Timeline
- Cheat Sheet Summary (C360)
- Email Assist (P360)
- Email Template Builder
Benefits
- Time Savings: Automates email drafting, reducing manual effort.
- Consistency: Ensures professional and consistent communication.
- Personalization: Tailors emails based on customer data and interactions.
Real-Time Example
A CSM drafts an email to a customer who has provided feedback. The AI suggests specific points from the feedback to acknowledge, proposes follow-up actions, and helps the CSM craft a personalized message, increasing the likelihood of a positive response.
AI Follow Up (Meeting Assist)
AI Follow-up, powered by Gainsight AI, transforms how Customer Success Managers (CSMs) work by automating note-taking, tracking action items, and identifying potential risks and issues during meetings. This feature ensures that every crucial piece of information is automatically captured and organized in the Timeline Activity, making the work of CSMs more efficient and streamlined.
How It Works
- Generates a concise summary of the meeting, capturing essential details.
- Logs action items at the beginning of the activity, allowing CSMs to quickly scan and plan their tasks.
- Identifies and logs potential risks and issues discussed during the meeting.
- Provides an overall impression of the meeting's atmosphere, such as positive, negative, or neutral.
Benefits
- Automation: Saves time by automatically capturing meeting details.
- Efficiency: Reduces manual effort in note-taking and follow-up.
- Accuracy: Ensures that no critical information is missed.
Real-Time Example
During a quarterly business review, Meeting Assist transcribes the conversation, highlights key discussion points, and generates a list of action items. This allows the CSM to focus on strategic follow-ups rather than note-taking.
Copilot (BETA)
Copilot is an AI-supported conversational tool integrated within the Gainsight CS application. It helps users interact with Gainsight by providing context-based answers to queries related to Timeline and Gainsight product documents.
Note: Admins can enable Copilot for users by configuring permission bundles. By default, Copilot is included in the default bundle for all license types. For users without default bundle access, admins need to create and assign custom bundles.
Benefits
- Automation: Handles routine queries and provides quick responses.
- Contextual Answers: Delivers relevant information based on user queries.
- Efficiency: Enhances user productivity by providing immediate support.
Real-Time Example
A CSM uses Copilot to quickly retrieve information about a customer’s recent interactions and feedback. The AI provides a summarized view of the customer’s Timeline entries, enabling the CSM to address issues promptly.
Scorecard Optimizer
The Scorecard Optimizer leverages AI to fine-tune customer health scores, ensuring they accurately reflect the current status and risks of each account. This dynamic adjustment helps CSMs prioritize their efforts effectively.
Benefits
- Accurate Health Scores: Provides real-time updates on customer health.
- Prioritization: Helps identify and focus on at-risk accounts.
- Strategic Decision Making: Enhances the effectiveness of customer success strategies.
Real-Time Example
AI analyzes customer usage patterns, support interactions, and feedback to adjust health scores dynamically. This helps CSMs prioritize accounts that need immediate attention, improving overall customer satisfaction.
Renewal Center
The Renewal Center leverages AI to manage and optimize the renewal process. It predicts the likelihood of renewal, identifies at-risk accounts, and suggests proactive measures to improve renewal rates, ensuring continuous customer engagement.
Benefits
- Predictive Insights: Provides accurate predictions on renewal likelihood.
- Proactive Management: Identifies at-risk accounts for early intervention.
- Operational Efficiency: Automates tracking and management of renewals.
Real-Time Example
AI analyzes historical data and current customer interactions, flagging a key account as at risk for non-renewal. The Renewal Center recommends targeted actions, such as offering a customized renewal package, which helps secure the renewal.
Conclusion
Gainsight's AI-powered CS features transforms customer success management by automating routine tasks, providing deep insights, and delivering actionable recommendations. By leveraging these advanced tools, businesses can improve efficiency, enhance customer experiences, and drive superior outcomes.