Gong

Overview

Managing customer accounts easier with the Staircase AI – Gong integration. This integration automatically fetches transcripts from recorded client - vendor calls in Gong and analyzes them for critical customer journey milestones such as:

• Negative sentiment 
• Commercial discussions
• Business reviews
• Team performance

Staircase AI provides AI-generated call summaries and next-step recommendations, helping teams act quickly on customer insights. As well as topics discussed during the call and a sentiment indicator for each topic.

Key Benefits

• Comprehensive customer insights: Gain complete visibility into customer communications by combining Gong call transcripts with Staircase AI data.
• Increased productivity: Centralize all customer communication insights in Staircase AI, saving time and enabling more efficient workflows.
• Sentiment analysis and alerts: Automatically detect and analyze sentiment during sales and customer success calls. Receive alerts for frustration signals or growth opportunities identified by Staircase AI.

Prerequisites

Before setting up the integration:

• You must be both a Staircase AI Admin and a Gong Admin.
• Gong recordings must belong to your organization’s Gong instance (the meeting owner must be internal).
• Ensure Staircase AI has access to your team’s meeting series invite and recording link.

Set Up the Gong Integration

To set up the Gong integration:

1. Log in to Staircase.ai
2. Navigate to Settings > Integrations and select the Gong card. 
3. Click Connect.
   
   
    
4. Login with your Gong credentials.
   
   
    
5. Click Allow.
   
   

Once authorization is complete, Staircase AI automatically begins pulling in transcripts from recorded client–vendor calls.

Note: The system imports and analyzes up to three months of historical Gong call data upon initial connection.

Validate the Integration

To validate if the meeting is being recorded in Staircase AI:

1. Navigate to Reports > Meetings. 
   
   
    
2. Locate the column titled Has Transcript. A green check mark in this column indicates: 
   • The Gong transcript is available. 
   • AI analysis has been completed for that call.
     
     
      
3. Click the meeting summary to view the AI-generated analysis, including summarized insights and next steps. The analysis includes:
   • Topic Insights: Staircase AI identifies topics discussed during calls.
     
     
      
   • Action items and issues identified. 
     
     

Note: Staircase AI identifies topics discussed on the call and customer sentiment per topic but that sentiment does not apply to the overall customer sentiment score (unless extremely negative sentiment instances are detected in the call). Sentiment per topic also cannot be adjusted manually like it can for other types of communications (such as emails, tickets, etc.). Data on topics and related sentiment from call analysis can be accessed in the Topics report and average customer sentiment per topic is inclusive of call transcripts.

Troubleshooting and Support

If you encounter issues during setup or integration:

1. Verify that the meeting recordings are owned by your organization’s Gong instance.
2. Confirm that the Staircase AI app is properly authorized in Gong.

If the issue persists, contact Gainsight Support for assistance. The support team can help validate configuration details and resolve integration or data-sync issues.