AI Follow-up FAQs

What is AI Follow-up, and how does it help Customer Success Managers (CSMs)?

AI Follow-up is a tool powered by Generative AI that transforms the way Customer Success Managers (CSMs) work. It assists CSMs by automating note-taking, tracking action items, identifying potential risks and issues, and adding meeting summaries to the Timeline Activity. This streamlines the process, allowing CSMs to focus on clients rather than spending time on post-meeting follow-ups and manual note transfers.

Is AI Follow-up available to all customers?

No, AI Follow-up is available exclusively for Gong.io active connections.

What is the prerequisite for using AI Follow-up in Gainsight?

Before using AI Follow-up, reauthorize the Gong connection in Gainsight, and turn on the Enable Generative AI toggle in Gainsight AI Settings.

Where can I find the toggle switch to enable Generative AI?

You can locate the toggle switch to enable Generative AI in the Gainsight AI Settings page. To access it, navigate to Gainsight AI > Gainsight AI Settings > Enable Generative AI toggle.

For more information on Data Security and Privacy refer to Data Privacy FAQs for Generative AI Supported Features article.

What technology are we using to generate the summary? How are we going to deal with data privacy?

We are using the Open AI chat GPT in Microsoft Azure. Gainsight has an enterprise agreement with them so data will remain in our instance and will not be used by Open AI for training. For more information, refer to the Overview of Generative AI Toggle: Empowering User Data Control article.

How does the Generative AI toggle empower user data control?

The Generative AI toggle empowered administrators to switch on or off the AI functionality. By default, it is turned off, ensuring transparency and control over AI usage.

When does AI Follow-up generate automated meeting summaries, risks, and issues?

AI Follow-up generates automated meeting summaries, risks, and issues for meetings scheduled after the Generative AI toggle is turned on.

How can the host of a meeting edit or add notes to the automated notes generated by AI Follow-up?

To edit or add information to the automated notes, click the three vertical dots icon, then click Edit. Edit the activity as required and click Update Activity.

What content is generated and logged by AI Follow-up in the Gong Timeline Activities?

AI Follow-up generates and logs the following content in Gong Timeline Activities:

• Action Items
• Automated Summary
• Automated Risks and Issues

For more information on the above mentioned items please refer to the AI Follow-up Overview article.

How to manage Action Items generated by AI Follow-up?

You can manage Action Items by hovering over a specific item: 

• Click Add to Tasks to create it as a task. Optionally, edit the task description, due date, and assignee.
• Click Discard to remove the action item.

If there are more than four action items, click View More to see the complete list.

What is the purpose of the Automated Summary in a meeting, and can it be edited?

The Automated Summary provides a concise meeting outline, simplifying the process of to capture key details. Yes, the author can edit/personalize the notes in Timeline Activity. 

How can the host of a meeting edit or add notes to the automated notes generated by AI Follow-up?

To edit or add information to the automated notes, click the three vertical dots icon, then click Edit. Edit the activity as required and click Update Activity.

How is automated meeting summary generated if transcripts are not available for a meeting? 

If transcripts are not available for the meeting, an automated summary cannot be generated.

Is meeting summary generated if the transcript is not available in English for a meeting?

If your transcript is not in English, it will be translated into English. This process is automated and relies on GPT's capabilities to understand and translate the content accurately. If GPT is unable to translate the transcript due to language constraints or any other issue, the activity related to the transcript will still be logged. However, an AI-generated summary may not be provided. In such cases, a UI message is displayed to inform you that the system could not generate a summary.

Are there any limitations on the number of characters that can be captured in the automated meeting summary?

The automated meeting summary captures up to 131,000 characters, but you can manually add extra notes if needed.

What are Automated Risks and Issues in a meeting?

Automated Risks and Issues are potential issues or concerns that are identified in a meeting, such as customer temperature issues or critical escalations.

What recommendations does Gainsight provide for editing and filtering notes generated by AI Follow-up?

Gainsight recommends checking the notes generated by AI Follow-up and filtering out irrelevant or random items picked up by AI.