AI Follow-Up User Guide

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This document provides comprehensive information on the AI Follow-Up feature within the Gainsight CS application.

Overview

AI Follow-Up helps CSMs work smarter by automatically capturing and organizing key meeting insights, so they can focus more on customer engagement, instead of manual note-taking. AI Follow-Up leverages Gainsight technology, including AI processing through in-house models from Staircase AI.

After the admin sets up calendar and video conferencing integration, AI Follow-Up automatically generates meeting summaries, action items, topic-level sentiments, risks, and issues for scheduled meetings.. For more information on how to configure calendar and video conferencing platform integration, refer to the AI Follow-Up Admin Guide article.

When a meeting is successfully logged through AI Follow-Up, it appears on the Timeline with a distinct AI icon and a source tag indicating the video conferencing platform used.
By default, these activities are marked with the Activity Type as Meeting, ensuring consistency and clarity in Timeline records.

Each AI-powered Timeline entry includes the following components:

Action Items
Automated Notes
Topic-level Sentiment

Action Items

Action items are logged at the beginning of the Activity. This allows you to quickly scan the to-do list and plan the work.
To act on the respective action items:

Hover over a specific action item in the Timeline entry.
Click Show Suggested Action items to expand the list of action items.
Click Add to Tasks to add it as a task.

Note: The Add to Tasks option is available only if you are the meeting organizer or have the applicable permissions to edit the activity.
(Optional) In the Task dialog box, edit the task description, due date and assignee information.
Note:
- The assignee must be a Gainsight user.
- There is an 80-character limit for task descriptions. In cases where AI-generated content exceeds this limit, it is necessary to modify the task description by reducing the character limit to 80 and save the task description.
Click Delete to remove the action item from the list.
If there are more than four action items, click View more to expand the complete list.

Automated Notes

The automated notes section provides a short and crisp outline of the meeting, thereby making it easy for you to quickly capture any essential details. These summaries not only save time but also facilitate efficient communication and decision making, as they ensure that crucial information is readily available and well-organized for future reference.

You can edit the automated summary using the Edit option. For more information, refer to the Edit Notes section.

Note:

Gainsight recommends that you check the notes generated by AI Follow-Up and filter out irrelevant or random items picked up by AI.
Transcripts in other languages are translated to English before summarization

Edit Notes

The host of the meeting or users with applicable permission can edit or add notes to the automated notes generated from Activities. For more information on editing an activity refer to the Edit Activity section in the Activity Options article.

Automated Risks and Issues

Automated Risks are potential issues or concerns identified during a meeting. For example, discussions involving critical escalations are captured in the Automated Risks & Issues section.

Topic-level Sentiment

Sentiment by topic captures the topic wise overall tone of a meeting, indicating whether it was positive, negative, or neutral. It also summarizes the topics discussed, highlighting attendees overall sentiment toward each topic.

Meetings Eligible for Processing

Meetings are processed and logged when:

The meeting has both recording and transcription enabled.
The meeting is synced from at least one of the attendees’s or organizer’s calendar.
At least one external participant is present. Meetings with only internal participants (identified in the Gainsight user object) won't be processed. This is checked based on email domains that don't match your organization's domain and by verifying if the participant exists in your Gainsight contact database. Generic domains like gmail, outlook, yahoo are ignored.

To log meeting data, the following Company Resolution Logic and Attendee Resolution Logic are used.

Note: Upon successful setup, historical meetings matching the sync criteria from the last one month will be processed and logged to the timeline.

Company Resolution Logic

AI Follow-Up accurately resolves the company associated with logged meeting activities using the following approach:

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:
- Majority of participants from a single domain
- Company name appearing in the subject line
- Company name in the meeting description

Owner Resolution Logic

AI Follow-Up resolves the owner or organizer associated with logged meeting activities using the following approach:

It cross-references the organizer information from the meeting and calendar with the user account in Gainsight.
If the user account is not present in Gainsight, the system creates the user account as Internal Collaborator and adds them as organizer in the meeting activity.

Attendee Resolution Logic

Participants or attendees on meeting activity are resolved as follows:

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.

Activities Merge Logic

When a manual activity that is authored by the same person and related to the same company is generated and imported from AI Follow-Up, activities are merged into a single entry within the Timeline with the following criteria:

The Company and Owner of the logged activity should be the same as the Company and Host of the meeting.
The Date of the logged Activity should be the same as the start date of the meeting in the calendar.
The time range of the logged Activity should be within 15 minutes before or after the start time of the meeting.

By utilizing this feature, you can manually log an activity against a company, relationship, success plan, or CTA. Provided that the criteria are met, the activity will seamlessly merge with AI Follow-Up details.

All activities that fit the criteria above are mapped and merged with the incoming meeting data. For example, if an author logs two activities that fit the above criteria, both the activities are merged with the AI Follow-Up meeting activity.
If a user creates an activity using the calendar widget on Gainsight Home while AI Follow-Up generates a corresponding entry, the Timeline merges them into one consolidated activity and combines both automated and manual notes.