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What future AI applications in customer success are you most excited about?

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3 Answers
AI and Customer Success
  1. Ben Terrill
    Ben Terrill

    Seso Head of Customer Success | Formerly Brex, Finn AI, Mobify • 5mo

    I’m most excited about the evolution from simply AI features to a true AI agent that operates across the CS role. CSMs spend an incredible amount of time moving between systems (CRM, CSPs, support tooling, product analytics) to assemble context and then manually turn that context into action. The future I’m looking forward to is an agent that continuously listens across communications, captures and updates the account narrative, highlights risk and opportunity early, and prepares the next best a ...Read More

    460 Views
  2. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 8mo

    Look, I'm genuinely pumped about a few things that are going to completely change how we do CS work: The death of reactive customer success. We're moving toward AI that actually predicts problems before they happen - not just "this account has a low health score" but "this specific team is going to hit a wall with feature X in the next two weeks based on their current workflow." I've been testing some early models that can spot these patterns 6-8 weeks out, which gives us actual time to fix thin ...Read More

    272 Views
  3. Nancy J Luscri (She/Her)
    Nancy J Luscri (She/Her)

    Splunk Senior Director of Customer Success/Enablement • 1mo

    The future of AI in customer success is vast and exciting and every week, it seems like a new start-up appears on the horizon to tackle the problem and grab market share from the incumbents like SFDC. AI agents and assistants are set to become the front door of customer experience centers, handling routine tasks and freeing up human agents to focus on the stuff that really needs a personal touch, while advanced self-service chatbots will make 24/7 support smarter and more relevant than ever. AI ...Read More

    390 Views

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