Here’s a place where AI could be helpful. We use the Gong integration, but this idea would likely be useful other similar integrations like Zoom
We have two primary Activity Types used for meetings: Meeting and Business Review. On the Meeting Activity Type, we also have a required picklist “Meeting Type” which categorizes the type of meeting. This setup is intentional, to minimize the number of Activity Types tied to meetings and pre-dated our use of the Gong integration.
Since the Gong integration, however, we’ve had a lot of Business Reviews get logged as “Meetings” (the default sync value) and tons of “Meetings” where the “Meeting Type” is blank because users forget to go back and manually adjust them.
To try and partially mitigate this, I have a report on the CSM dashboard showing Meetings where the Meeting Type is blank, and we’ve educated the team on the Gong Merge function. But enablement only gets us so far.
It would really save our users time if the Gong integration was able to rely on AI for the following:
- Distinguish between “Business Review” and a general “Meeting” and create according to the appropriate Activity Type.
- Identify the specific type of Meeting and auto-select the appropriate “Meeting Type”
- Automatically notify the user under whose name the meeting was logged what selections the system made and provide a direct option to change within the notification.