AI and Customer Success

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

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 ...

This one has been interesting. Some team members are adopting AI tools fast and experimenting, while others are not investing the time.  Broadly-speaking, creating a curr...

I suggest using smart AI to figure out who your customers are and how to reach them in the most personalized way possible. Like using AI/ML models to segment customers in...

Making the jump from a high touch CSM to a digital touch CSM role is really about shifting your mindset from hands-on, personalized relationship management to leveraging ...

I suggest using AI in some pretty cool ways to make customer onboarding smoother and more efficient. From beefing up identity verification to keep things secure, to diggi...

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...

The biggest hurdle is usually data quality. Your AI is only as good as the information you feed it, and most companies have customer data scattered across different syste...

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...

This has been a critical area of focus for us—both internally and in support of our customers, many of whom are now working closely with internal AI advisory boards, comp...

With our expansive customer base of millions of users, traditional monitoring methods often miss critical sentiment signals. AI has empowered the CS team in our ability t...

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...

AI has opened new doors for us to be more intentional in how we engage with our customers—and how they engage with us. Here are a few examples:Smarter Insights from Custo...

AI is incredibly powerful and changing the way we interact with customers but we must thoughtfully balance its potential with its environmental impact (I live in Californ...

I have used Staircase, Gong and Update.ai.AI sifts through surveys, support tickets, emails, calls, and reviews to score sentiment and spot themes automatically. Instead ...

I may not be the right person to talk about AI models but here is what we have done:Health Score Modeling & Risk Prediction We've deployed machine learning models tha...

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...

Vitally's AI capabilities offer us powerful integrations across our customer success tech stack (highly recommended). It summarizes all call transcripts via its native in...

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...