AMA: Gainsight Senior Director of Customer Success, Meenal Shukla on AI in Customer Success

To approach the initial strategy and roadmap for integrating AI into our customer success function at Gainsight, we followed these steps: 1. Assessment and Goal Setting: ...

For someone who does not know what model drift is, here is the pre-read: Model drift occurs when the performance of a machine learning model degrades over time because th...

Balancing AI-driven personalization with the need for human touch in customer interactions is crucial for maintaining strong, genuine customer relationships. Here are som...

I am a little biased here as the company I work for (Gainsight) is a customer success solution.In the product keynote here, we explain how we are integrating AI into our ...

Still too early to answer this question but we have found that customers who adopt AI features have higher retention rate than customers who don't. AI adoption is going t...

it's unlikely that companies will hire CSMs at a rate anywhere close to where they've been. As such, we need to accelerate our progress through AI toward helping companie...

Model Performance Metrics: Accuracy, Precision, Recall and some other measures here.Operational Metrics: Latency (time taken for generating responses, the lower the laten...

Here are the mechanisms we have in place:RLHF: Reinforcement learning from human feedback (RLHF) is a machine learning (ML) technique that uses human feedback to optimize...

Churn Prediction: AI models can predict which customers are at risk of churn by analyzing a variety of factors, including emails, usage patterns, support ticket frequency...

As AI becomes more integrated into the field of customer success, the role of customer success professionals is likely to evolve in several significant ways:1. Focus on S...