Coming back from 9 months’ off of work post maternity leave I felt like I was entering a totally new AI world.
I’ve worked with multiple companies who used AI in their product from Onfido’s facial recognition, to more recently Tenzo’s demand forecasting models, but now AI was being used across the board to help with day to day business processes. What’s more policies were being shared on how to use tools like ChatGPT safely.
Initially I didn’t buy into the buzz and went back to my usual ways of working, but I soon realised that there is definitely an advantage and a place for using AI in our work on a day to day basis.
Here are five ways that I’ve seen AI bring value to Customer Success organisations:
Call recording and summarisation helps on numerous fronts, but from a learning and development perspective the shortening of feedback loops can game changing for companies that want to improve their team’s performance.
Email suggestion-ing takes away the ‘research time’ for a CSM when they need to reach out to a customer, from summarising the current status of a customer’s account including user activity and recent interactions - these tools can then create the email draft for the CSM to tailor and
Customer insights analysis, takes churn prevention to the next level with success tools that have inbuilt models to identify factors that make a customer more likely to churn and proactively alert CSMs to take preventative action .
Chatbots for support have been around for a very long time but they’ve become more efficient and when implemented effectively they can help customer’s find the answers to their questions in a quicker timeframe without reducing service levels.
Sentiment analysis brings together customer feedback from a range of sources and interactions and can help to track changing perceptions of your product with your customers overtime which fed into product roadmaps can help with prioritisation decisions.
Have I used AI recently to help me in my work - 110% yes and I encourage everyone to give it a go. You’ll never know whether it was me who wrote this post….!
I’ve recently set up my own Customer Success Consultancy - feel free to book in a call if you’d like to chat with me about your Customer Success team’s use of AI.
