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.

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

Are there any additional sub-processes 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.

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.

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.

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

AI Follow-Up accurately 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 the subject and description, to identify the correct account.

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 access the Audio/Video file in the Meeting activity?

No, currently we do not support audio or video file of the meeting in the logged activities.

Can admins view logs of activities in the system?

Currently, admins do not have visibility into the logs of the meeting activities. 

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.

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.