Q2 2025 Release Notes for Staircase AI

PII Anonymization

Staircase introduces PII Anonymization, a new security enhancement that automatically redacts sensitive personal information from ingested customer communications. Using regex-based pattern matching, This enhancement replaces standardized tokens before storage, helping your organization comply with data privacy regulations such as General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and Health Insurance Portability and Accountability Act (HIPAA). Admins can enable PII Anonymization to protect sensitive data proactively.

Key Capabilities

PII Anonymization automatically detects and redacts sensitive PII, such as email addresses, phone numbers, credit card numbers, IP addresses, and medical IDs, during data ingestion. Redacted content is replaced with standardized tokens to prevent storage of original sensitive data in Gainsight Staircase systems.

Key Benefits

This feature is particularly beneficial for:

• Enterprise customers with regulatory compliance needs, such as GDPR or HIPAA)
• Organizations in regulated sectors such as healthcare, finance, and education
• Companies aiming for proactive data protection without manual processes

Note

• PII Anonymization applies only to new data ingested after the feature is enabled. Previously stored communications remain unchanged.
• PII is never saved in its original form in Staircase databases.
• Additional custom PII types can be added to an instance through a support request to meet any unique and varying needs beyond our standard types.

For more information on PII Anonymization, refer to the AI Preference article.

Organization Profile Page in Staircase AI 

Staircase AI now includes a dedicated Organization Profile page designed to enhance the accuracy and relevance of AI-generated insights. AI insights reflect the specific characteristics of the organization, making them more relevant and actionable. By referencing each organization’s unique context, this feature enables more tailored analysis and outputs.

What’s New

Organization Profile Page: A new page, Profile in Settings > Configurations > Organization captures key attributes of each organization. The profile includes:

• Organization Description: A brief overview of the company’s focus and operations.
• Main Products: Key offerings provided by the organization.
• Main Competitors: Notable companies operating in the same space.

Note: The profile is automatically generated by AI and is updated on the first Sunday of each month. Admins can manually edit the profile to enhance accuracy and relevance. Manual edits take precedence, and you can revert to the AI-generated profile anytime, which retrieves the most recent version available.

For more information on Profile, refer to the Organization article.

Support Access Controls for Admins

Staircase AI has introduced enhancements to the Support Access Controls feature, allowing admins to manage when Staircase support and engineering teams can access their organization’s instance. This update strengthens security, supports compliance requirements, and provides greater governance over external system access.

Key Capabilities

• Admin-Managed Access Permissions: Admins can now control when, and for how long, support access is granted. 
• Impersonation with Auto-Expiry: Support teams can impersonate users to troubleshoot issues. Access automatically expires after the duration selected by the admin, no manual revocation is required unless you want to revoke before the duration period.

Note: Support access is granted by default and remains active until manually revoked. 

For more information on support access controls, refer to Manage Access Permissions for your Teams article.

Staircase Slack App Direct Message Notifications

The Direct Message Notifications feature in the Staircase Slack App allows Slack notifications to be sent directly to account owners and team members based on their roles. This eliminates the need for creating multiple Slack channels and redundant configurations, streamlining notification management for customer success teams. 

Key Capabilities

• Role-Based DM Delivery: Sends Slack direct messages to account owners and team members based on assigned roles, such as Account Owner, Product CSM or Renewal Owner.
• No Channel Required: Operates independently of dedicated Slack channels.
• Single Configuration: One notification setup automatically reaches multiple users based on their account assignments.
• Hybrid Option: Combines channel and DM notifications for maximum visibility and personal accountability.
• Filtering Compatibility: Supports all existing notification filters and account-level targeting.

IMPORTANT

• The Staircase Slack App must be installed and configured.
• Users must have Slack accounts connected to Staircase.
• Users must allow DMs from the Staircase app within Slack.

Key Benefits

• Simplifies notification management as your team scales.
• Eliminates the need to manage individual channels per user.
• Improves visibility and responsiveness by delivering notifications directly to each teammate.

For more information on direct message notifications, refer to the Setting up Email and Slack Notifications in Staircase article.

Ask Staircase Slack Integration

Staircase AI is excited to introduce the Ask Staircase Slack Integration, a powerful enhancement to the Staircase Slack App that allows users to query customer intelligence directly within Slack using both Direct Messages (DMs) to the Staircase App and slash commands /staircase ask [your query] in any channel that has the Staircase App added to it. This feature enables quick access to customer context and insights without ever leaving your Slack workspace.

Key Benefits

• Access customer intelligence without switching platforms
• Quick answers to inform decisions
• Responses are visible only to the requester
• AI insights to support collaborative workflows

IMPORTANT: To access this feature, you must reauthorize the Staircase Slack App in the Slack App Directory once the new version becomes available. Since the Staircase App will be listed as an official Slack app in the Slack Marketplace, reauthorization will be required to use the latest functionality. 

ServiceNow Connector

The new ServiceNow Connector allows Gainsight Staircase to securely integrate with ServiceNow using REST APIs. This one-way integration enables the ingestion of standard ticket data in the CSM (Customer Service Management) object, such as subject, description, status, and priority for AI-driven sentiment analysis and customer intelligence scoring.

Key Benefits

• Secure, read-only data sync from ServiceNow
• Supports periodic data ingestion (no real-time sync)
• Enhances sentiment analysis and health score accuracy
• Aligns with enterprise-level security and compliance requirements

Note: Standard Staircase roles apply (Admin, Manager, User), ensuring appropriate visibility based on user permissions.

For more information on ServiceNow Connector, refer to the ServiceNow article.

Meeting Sync Error Visibility for Admins

To support faster diagnostics and proactive troubleshooting, Staircase AI by Gainsight now provides admins with enhanced visibility into meeting sync errors for both Zoom and Microsoft Teams connectors.

Key Capabilities

To help admins troubleshoot unlogged meetings and identify recurring issues with the meeting connector, we have introduced:

• Error Icon and Hover Details for Admins: Admins can now see the error icon and view detailed error messages on hover for failed meeting syncs. This helps them quickly investigate and resolve sync issues when flagged by users.
• Error Data Available in Reports: The Meetings report now includes error status and log details as new fields. Admins can use these fields to filter, monitor, and identify trends in meeting sync failures across the organization.

Note: This enhancement is available for admins only, as error logs contain technical information not intended for general end-users.

Key Benefits

• Faster resolution when teammates report missing meetings
• Improved transparency and diagnostics for Admin teams
• Ability to track recurring issues and connector reliability over time

For more information on meeting sync error troubleshooting, refer to the Troubleshoot Meeting Sync Errors for Admins article.

New Admin Addition Email Notifications

To strengthen account security and improve admin oversight, Staircase AI by Gainsight now automatically notifies existing admins when a new admin is added to their account.

Key Capabilities

• Real-time Notifications: When a user is granted Admin access, all existing admins will receive an email within five minutes with the below details:
  • Name and email of the new admin
  • Name of the user who added them
  • Timestamp of the change
• Consistent Format: The email uses Staircase’s standard system notification template.

This update helps ensure transparency and accountability in administrative access. It reduces the risk of unauthorized or unmonitored changes to high-privilege roles.
For more information on admin addition email notifications, refer to the User Permissions and Access Control article.

EU Compliance and Data Residency Capabilities

Staircase AI by Gainsight is proud to announce a strategic update that significantly expands our platform’s European compliance footprint. This release introduces advanced capabilities in GDPR compliance, EU AI Act alignment, and flexible data residency, all engineered to meet the evolving regulatory expectations of EU-based enterprises and multinational customers with data sovereignty obligations.

Key Enhancements

• EU Data Residency and AI Processing
  • Primary EU Data Center: Frankfurt, Germany – all platform data can be stored and processed here, including LLM inference when selected.
  • Azure OpenAI Integration: Supports EU-only inference when matched with EU residency.
• Regulatory Compliance Capabilities 
  • GDPR Framework: Full automation of data subject rights (access, erasure, portability, objection).
  • EU AI Act Compliance: Platform officially designated as Minimal Risk, with oversight protocols, bias mitigation, and ISO 42001 certification.
• Security and Governance
  • Certifications: SOC 2 Type II, ISO 27001, and ISO 42001
  • Access Controls: Role-based access with multi-factor authentication
  • Cross-Border Transfers: SCCs and DPF compliance support legal data transfers when needed

These enhancements enable Staircase AI to serve regulated industries, multinationals, and privacy-conscious enterprises in Europe more effectively. By embedding compliance into the platform architecture, customers reduce legal exposure, streamline audits, and maintain trust with data subjects.

This release reflects Staircase AI’s long-term commitment to ethical, secure, and regulatory-aligned AI in Europe. For detailed technical documentation, refer to the European Union Compliance and Data Protection article.

Ask Staircase UI Enhancements

The Ask Staircase bar has been redesigned to improve visual consistency with Gainsight branding, provide contextual guidance, and streamline the interaction experience. These enhancements aim to increase user clarity, maintain existing usage rates, and support future extensibility.

Key Enhancements

• Visual Design Updates: The Ask Staircase bar now features a Gainsight AI Color border for visual consistency, a down arrow send icon to indicate response placement, and a repositioned Extended Thinking button for clearer interaction. 
• Interaction Design: The updated response flow uses a down arrow icon to clearly indicate that answers will appear below the input field.

For more information on ask staircase, refer to the Ask Staircase article.

Ask Staircase Enhancements

AI Language Preference Moved to Dedicated Tab for Improved Visibility

The AI Language Preference setting is now located under a new tab called AI Preference, found in Settings > Configuration, instead of the previous General tab.

This change improves visibility and accessibility for CS Admins who enable the AI Follow-Up feature. Centralizing AI-related settings in one tab ensures a more intuitive configuration experience.

For more information on AI Preference, refer to the AI Preference article.