AI Follow-up FAQs

What is AI Follow-Up, and how does it help Customer Success Managers (CSMs)?

AI Follow-Up, powered by Generative AI, revolutionizes the way Customer Success Managers (CSMs) work by automating note-taking, tracking action items, identifying risks and issues, and adding meeting summaries to the Timeline Activity. By streamlining these tasks, it enables CSMs to focus on client relationships instead of manual post-meeting follow-ups and note transfers.

IMPORTANT: AI Follow-Up leverages the processing power of Staircase AI's in-house models to automate meeting capture. This integration does not provide access to Staircase’s full platform or standalone features, or require purchase of Staircase.

What are the prerequisites for using AI Follow-Up?

To utilize AI Follow-Up, ensure the following prerequisites are met:

• Activate AI Follow-Up Setting: Ensure that the AI Follow-Up setting is enabled in the Gainsight AI settings.
• Select Workspace and Connect Calendar: Choose your workspace and connect the corresponding calendar on the Integrations page.
• Connect to a Video Conferencing Platform: Establish a connection with a compatible video conferencing platform.

Why is workspace calendar integration required for Staircase AI?

Workspace-level calendar authentication ensures accurate meeting processing and participant resolution. The participant and meeting data we get from this integration ensures that the meeting follow-up is logged correctly in Gainsight Timeline. 

The IT administrator retains the authority to connect calendars for specific user groups, thereby maintaining control over the integration process.

What steps do CS customers need to take to set up AI Follow-Up?

Gainsight CS customers can reach out to admins to set up AI Follow-Up:

• Gainsight Admin enables AI Follow-Up feature in settings
• Configure Integrations
• Install Domain integration (requires IT Admin)
  • Choose Google Workspace or Microsoft 365
• Connect video conferencing platforms

For MS Teams, there are additional steps to install PowerShell and grant access policy. Why?

The PowerShell steps are required to enable proper Teams API access. Microsoft Teams requires specific security permissions to access meeting data, transcripts, and recordings. The PowerShell commands set up the necessary Graph API permissions that allow Staircase AI to securely retrieve meeting information while adhering to Microsoft's security standards.
 

How can I grant access to the calendar for certain users of my organization?

To grant calendar access to specific users within your organization, select the appropriate user groups during the installation of the Gainsight Calendar App. Access can be granted to either specific user groups or to the entire organization, depending on your requirements. Gainsight recommends that IT administrators connect calendars for specific user groups only.

What happens after successful integration of the calendar and Video Conferencing platform?

After successfully connecting your calendar, you can integrate your preferred Video Conferencing platform (example: Google Meet, Zoom, Clari, Chorus, or MS Teams) to ensure seamless data synchronization within the platform. Once set up, automated activity logging in the timeline captures the following key meeting insights:

• Automated meeting summaries
• Internal and external participants/attendees
• Action Items
• Risk and Issues
• Topic and Topic Sentiment

Once the meeting tool is connected, under what conditions is a meeting eligible for processing?

Meetings are processed and logged when:

• The meeting must have both recording and transcription enabled
• At least one external participant is present. This is checked based on email domains that don't match your organization's domain and by verifying if the participant exists in your Gainsight contact database.

Meetings with only internal attendees (identified in the Gainsight user object) won't be processed.

Will the meeting be processed if the organizer is not a Gainsight user?

If the meeting organizer is not a Gainsight user, the system creates the user account as Internal Collaborator and adds them as organizer in the meeting activity.

How do we get the meeting events in Staircase?

The system polls the connected meeting tools for new meetings every hour. This polling frequency is consistent across all supported meeting platforms. When new recordings with transcripts are detected, they are sent to the Staircase AI backend for processing.

How long are the transcripts stored?

Transcripts are stored for 15 months. This retention period allows for historical analysis while maintaining compliance with data retention policies.

How does the timeline activities log into the Gainsight CS after the integration?

After successful integration with a conferencing platform, Gainsight CS logs activities seamlessly into the timeline. through our internal API, which facilitates secure data sharing between Gainsight and Staircase AI. 

By default, these activities are marked with Activity Type as Meeting, ensuring consistency and clarity in timeline records.

How is the Company (account) resolved for Activity Logging?

AI Follow-Up resolves the company associated with logged activities using the following approach:

• It cross-references participant information from the meeting and calendar with the database to determine the corresponding account.
• If multiple accounts are detected, the system applies heuristics to extract the company name from various meeting elements, such as:
  • Majority of participants from a single domain
  • Company name appearing in the subject line
  • Company name in the meeting description
  • Meeting organizer's primary account association.

How does AI Follow-Up resolve the participants for the company against which the activity is logged?

Participants on meeting activity are resolved as follows:

• Activity Owner: The meeting host or organizer is identified from the Gainsight user database and designated as the owner of the activity. 
• Internal Participants/Attendees: Participants identified as Users in Gainsight are classified as internal attendees
• External Participants/Attendees: Participants identified as Contacts in Gainsight Company Person object for the company resolved for activity are classified as external attendees. The participants which are not associated with the company or account resolved, will be logged with email ID.

Can I integrate more than one conferencing platform?

Yes, you can integrate more than one video conferencing platform. If a meeting is received from two sources, only the first will be logged into the system.

What meeting platforms are supported by AI Follow-Up?

AI Follow-Up currently supports:

• Zoom
• Microsoft Teams
• Google Meet
• Chorus
• Clari
• Gong.io 

We use Gong.io integration on Gainsight CS for AI Follow-Up. Can we connect to other conferencing platforms and what will be its impact?

Yes, you can connect to another conferencing integration in addition to the current gong.io connection. However, if both conferencing platforms are used to record the same meeting, activities may be created in Timeline from each source. Currently, we do not deduplicate or merge these activities.

We use Zoom integration (Beta) on Gainsight CS for AI Follow-Up. How should we proceed?

Gainsight strongly recommends that Customer Success users currently using the AI Follow-Up with Zoom integration (Beta) disconnect their Zoom connection from the Connectors page. After disconnecting, you can re-integrate with Zoom or other video conferencing tools using our updated Integration system.

Will historical calls be pulled into CS once the AI Follow-Up toggle is turned on?

No, historical calls will not be pulled into CS.

Will transcripts in non-English languages be summarized in English using AI?

Yes, If transcripts are provided in a language other than English, these transcripts are translated to English and then will be summarized.

Can I access the Audio/Video file in the Meeting activity?

No, currently we do not support accessing the audio or video file of the meeting in the logged activities. You will see a link to the original recording that may require authentication to the source platform.

Can admins view logs of activities in the system?

Currently, admins do not have visibility into the execution logs of the meeting activities. This functionality may be added in a future update (expected after Q1 2025).

Can I select the activity type with which the AI follow-up activity is logged?

Currently, all AI Follow-Up meetings are logged with Meeting activity type by default, and you cannot select another activity type for such activities. In the roadmap for Q2 2025, we plan to add the ability to configure default activity types for AI Follow-Up meetings.

Are there any additional sub-processors that AI Follow-Up uses?

Gainsight with Staircase AI models uses Azure OpenAI for processing of meetings and generating summaries, topics, and sentiment. Additionally, we also use Datadog and Sentry for monitoring, alert and error tracking internally.

Is AI Follow-Up available for EU tenants?

Currently, the Staircase integration for AI Follow-Up is only available for US-based customers. EU support is planned as a separate project and will be evaluated based on customer demand after Q1 2025.

Where can I get more information or support for AI Follow-Up?

For more information or support regarding AI Follow-Up:

• Explore the Knowledge Base for updated documentation and best practices
• Contact your Gainsight Customer Success Manager
• Submit a support ticket using the Gainsight Support portal