AI Model Details for Customer Success (CS) Product
Gainsight takes privacy and security seriously, especially in the context of AI-enabled features. This article explains how AI capabilities in Gainsight products handle customer data, what models are used, and the safeguards in place to protect data privacy and compliance.
Customer Success (CS)
The following table provides details of the models used in CS AI features. For more information on how to turn on or off AI features in Gainsight CS, refer to Overview of Gainsight AI Toggle article.
| Feature | LLM | Description | Data Sets | Data retention and AI usage |
|---|---|---|---|---|
| AI Cheat Sheet | GPT-5 mini | Users can view a summary of a customer’s biggest milestones, risks, goals, and more, helping teams and executives stay informed on any customer account. | Data from a client's Customer Success (CS) Timeline (add-on), including updates on customer status, events, interactions, and notes. |
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| AI Follow-Up | GPT-4.1 | Users can view a summary of your meeting, with recommended follow up tasks and risk identification. Take the next follow up action quickly by adding to Timeline or sending an email. | Meeting transcripts |
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| AI Follow-up - Gong.io | GPT-5 mini, GPT-5 nano | Users can view a summary of their meetings from Gong.io, with recommended follow-up tasks and risk identification. Users can quickly add to Timeline or send an email. | Gong.io meeting written transcripts |
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| AI Takeaways | GPT-5 mini | Users can view a quick summary of key themes and sentiment from customer feedback and data within Text Analytics, and instantly access individual responses in each key topic. | Data from a client's Customer Success (CS) Timeline (add-on), including status updates, events, interactions, notes, and survey text responses. |
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| Copilot | GPT-4.1, Gemini Flash 2.5, GPT-5 mini | Copilot is an AI-powered assistant in Gainsight that helps Customer Success teams quickly get context-aware answers from customer and company data. | Data from a client's Customer Success (CS) Timeline feature, which may include updates on customer status, recent events, and documented interactions such as calls, emails, and meetings with customers, along with corresponding notes, publicly available product documentation data, Company object data, Cockpit, Success Plans, and Scorecards. |
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| Gainsight's AI Agent in Slack | GPT 4.1, Gemini Flash 2.5, GPT-5 mini | Gainsight’s AI Agent in Slack brings key customer insights into Slack, helping CS teams access structured data and conversational context without switching tools. | Data from a client's Customer Success (CS) instance, including data from Cockpit, Success Plans, Scorecards, and Timeline features, as well as publicly available product documentation data and Company object data. |
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| Write with AI | GPT-5 nano | Users can draft email content across Gainsight CS, adjusting tone and language to suit CS use cases. | No Gainsight data. Only customer input in drafting the email. |
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