Skip to main content
Gainsight Inc.

AI Follow-Up Overview

  1. Last updated
  2. Save as PDF
This article explains how AI Follow-up helps the CSMs to automate note-taking, action tracking, and risk identification and streamline meeting insights in Timeline

This article explains how AI Follow-up helps the CSMs to automate note-taking, action tracking, and risk identification and streamline meeting insights in Timeline

Overview

AI Follow-Up revolutionizes the way Customer Success Managers (CSMs) work by automating note-taking, tracking action items, and identifying risks,so they can focus on more customers and less on administrative tasks. 
Previously available only with Gong, AI Follow-Up is now compatible with additional video conferencing platforms, including Zoom, MS Teams, Google Meet, Clari, and Chorus, automatically log meeting summaries, action items, and key insights into Timeline.

Each AI-powered timeline entry include: 

  • Automated Summary: A short and crisp outline of the meeting.
  • Action Items: Insights of the action items based on meeting summary.
  • Automated Risks and Issues: Identification of potential concerns raised during the conversation.
  • Topic-Level Sentiments: An analysis of the meeting’s tone and overall sentiment.

IMPORTANT: 

  • While 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.
  • AI Follow-Up is available only for Companies, not Relationships. 

How to Set Up AI Follow-Up?

Follow the steps below to configure integrations:

  1. Select a Workspace: Workspace-level calendar authentication ensures accurate meeting processing and participant data for AI Follow-Up in Gainsight Timeline. IT admins manage calendar connections for specific user groups, ensuring controlled integration. To integrate a Video Conferencing platform, first connect your Google or Microsoft Workspace Calendar. Admins must activate AI Follow-Up in Gainsight AI settings to activate integration options.
  2. Install the Gainsight Calendar App: Workspace Admins must install the Gainsight Calendar App to enable calendar integration, granting permissions for specific user groups. We recommend selecting only customer-facing teams instead of auto-installing for the entire organization. After installation, connect Google or Microsoft Calendar in Gainsight CS to complete the setup. 
  3. Configure Video Conferencing Platform Integration: After integrating the calendar, users can connect Video Conferencing platforms to enable AI-driven insights in Gainsight CS. 

Once the meeting is successfully logged, it will be shown on Timeline with the source tag with the name of the respective video conferencing platform. By default, these activities will be marked with Activity Type as Meeting, ensuring consistency and clarity in timeline records.

Logged meetings appear in Timeline, tagged with the source video conferencing platform name and marked as Meeting for consistency and clarity.