I’m curious as to how teams are leveraging Copilot to support their Customer Success organization.

I would also love to hear from the product team as to what the direction of the feature is and what enhancements we can expect. We have a pilot group of Customer Success Managers who find it very challenging to use because the prompts need to be so specific and compared to other AI out there it doesn’t seem like the most user friendly...

Below is some feedback from our team: 
“I noticed you have to be a bit careful with how you ask it things. It's not as "easy" as Chatgpt or Gemini where it tries to find the closest thing to what you asked "intuitively." For example, when asked "What are the main risks noted for oCompany Name]?" it acted as if that account is non-existent. However, when I used the same language Co-Pilot had used in a previous question in the same chat, it worked. Moreover, it was then able to give me suggestions and recommendations to take based on the data it retrieved, which I thought was super useful. I think the actual recommendations could've been better”

“I used it late last week and was trying to see if it would pull data for me in terms of charts we see in widgets, but it looks like it just pulled data from the meeting notes, timeline details, etc. It wasn’t particularly helpful as I knew those details and I was trying to see if it would pull the charts for me...”

“I wonder what's the functionality they've built into copilot so far and if the type of feedback we can give will be taken by GS to enable additional functions. It'd be really helpful if the data it pulls could come from manually entered data like Activity and automated data coming from snowflake, etc.”