Optimize Scorecards with AI

Overview

Optimize with AI, powered by Gainsight AI, assists admins by offering optimal configuration recommendations to set up new AI scorecards, and to improve the effectiveness of existing scorecards in their orgs. Optimize with AI uses historical renewal data from the GS Opportunity object and customer data from Adoption Explorer, Surveys, and Cases to provide recommendations for improvements in the health scoring framework. This ultimately drives growth and customer engagement through early prediction of risks and opportunities.

Example Business Use Case:

Gainsight Admins create new scorecards based on the standard best practices to track their customer’s health. After seven to eight months, admins revisit and optimize the scorecard configuration that includes measures, measure groups, and weights, based on the scorecard history data and other customer data gathered over the period. Although a standard practice, the time to value in this approach is not user-friendly and economical because it often requires extensive analysis by data science professionals. As a result, CSMs relying on the scorecard are not equipped with relevant data to devise strategies and provide better support to their customers in scenarios where the account churns unexpectedly.

Optimize with AI completely eliminates the data collection period. Powered by an AI-based model, Optimize with AI provides organizations direct access to an AI-based scorecard configuration that is efficient and a reliable source for CSMs to timely predict both churn and renewal opportunities.

Key Benefits:

AI Scorecard brings the following key benefits to the organizations:

• Reliable Customer Health Scoring: It helps CSMs to understand the reasons behind their customers’ churn or renewal better. As a result, they are able to reduce scenarios in which a customer with a green score churns unexpectedly.
• Act on Renewal Opportunities: It helps CSMs to act quickly and efficiently on upcoming renewal opportunities through more accurate renewal predictions.
• Timely Address the Accounts at Risk: It helps CSMs by providing an optimized scorecard that gives timely indications about when an account is expected to churn. This allows them to create right strategies to help such accounts and reduce churn.

Prerequisite

To optimize scorecards in your orgs using Optimize with AI, you first need to set up the data requirements to generate results and recommendations.  

For more information on the data requirements for tenants having Renewal Center, refer to the Set up Optimization Data in Orgs With Renewal Center article.

For more information on the data requirements for tenants without Renewal Center, refer to the Set up Optimization Data in Orgs Without Renewal Center article.

Note: Optimize with AI performs a data check to verify whether the provided data meets the requirements to generate results. For more information on the data checks, refer to the AI Scorecards FAQs article.

Limitations

The following is the list of applicable limitations:

• AI Scorecards are not available for Relationship scorecards.
• Optimize with AI considers data only from the GS Opportunity and not GS Company Forecast for Renewal Data.
• Optimize with AI considers only the Standard Objects from Adoption Explorer, Surveys, Case for Customer Data.

Optimize with AI for New Scorecard

To use Optimize with AI on a new and first scorecard in your org:

1. Navigate to Administration > Scorecard. The Scorecard 2.0 page appears.
2. Click Create Scorecard. The General screen appears. For more information on how to create a new scorecard, refer to the Create Scorecards article.
3. Click Save. The Recommendations screen appears.
4. From the Recommendations screen, select one from the following options:
   • Start Optimization: This option allows you to optimize the scorecard and receive optimal recommendations for the configuration.
   • Create from Scratch: This option allows you to manually set the configuration.
   • Settings: This option allows you to configure the Time Frame and Prediction Window settings. For more information, refer to the AI Scorecard Settings section in this article.
5. Click Start Optimization. Scorecard optimization is in progress.

Note: After the results are generated, an in-app notification and an email are sent as communications to the admins.

Optimize with AI for Existing Scorecard

To use Optimize with AI on an existing scorecard in your org:

1. Navigate to Administration > Scorecard. The Scorecard 2.0 page appears.
2. From the Optimizer column, click Start Optimization of the scorecard line item on which you want to run the optimizer. The status changes to Checking Eligibility.

Note: Optimize with AI checks whether sufficient records are available to perform optimization.

• If less than 10 eligible records are available, the status changes to Retry Optimization with an error message prompting you to provide additional data.
• If the available eligible records are more than 10 but less than 30, optimization process begins. However, it is recommended to provide additional data for optimal results.
  
  Note: After the  results are generated, an in-app notification and an email are sent as communications.

Change AI Scorecard Settings

To change the AI Scorecard settings, namely Time Frame and Prediction Window:

1. Navigate to Administration > Scorecard.
2. Click the settings icon. The AI Scorecard Settings dialog appears.
3. From the Time Frame section, select the From Date and To Date.
4. From the Prediction Window dropdown, select the window in months.
5. Click Start Optimization. The Scorecard Optimizer reruns to generate results based on the revised settings.

Download Optimizer Results

To download the Optimize with AI results for the new or existing scorecard:

1. In the Recommendations screen, click Download Results. The Download Results dialog appears.
2. Select the sections from the optimizer results you want to download.
3. Click Download. The results are downloaded in your local system in PDF format.

Rerun Optimize with AI

To regenerate Optimize with AI results:

1. Navigate to View Results > Recommendations of the scorecard on which you want to rerun the optimizer.
2. Click the Rerun Optimizer icon. The optimizer status changes to In Progress.

IMPORTANT:

• We recommend using Optimize with AI again if the last run was more than two months ago. The caution icon appears on scorecards when the optimization results are more than two months old.
  
  To Optimize with AI again when the results are outdated:

1. Navigate to View Results > Recommendations of the scorecard on which you want to rerun the optimizer.
2. Click Retry Optimization. The optimizer status changes to In Progress.

• We recommend using Optimize with AI again if there are changes in the scorecard configuration, such as the scorecard name, schema type, weight assignment, and measure name updates. A caution icon and a banner appear, recommending optimization again when the system identifies any changes.

Additional Resources

• AI Scorecards FAQs
• Set up Optimization Data in Orgs without Renewal Center
• Set up Optimization Data in Orgs with Renewal Center