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  • CC's Gainsight AI needs the same feature-level toggles as Gainsight CS's AI

What the subject line says -- CC admins need the ability to control which Gainsight AI features we want to roll out, not an all or nothing toggle. It looks like there are now a couple different toggles in the sandbox (vs. our production environment), but nothing near as granular as what’s available in CS.

Our use case: Our security team has to review all new AI features before we enable them. While they’ve approved everything available now in production, they have not yet approved the new “Search Summary” feature that shows up in our sandbox environment.

As a CS user starting a CC migration, this is yet another case I’ve found of a lack of #productparity between these different Gainsight platforms.

​@Kenneth R, ​@revathimenon, I’d love to get some eyes on this!

Gainsight CS settings
Gainsight CC settings (production)
Gainsight CC settings (sandbox)

 

Thank you for sharing your feedback, you have a great point.

Currently, we’ve introduced feature toggles for various AI use cases, bundling some features under the broader category of “Community Manager Efficiency.” If we were to split these “AI features for Community Managers” into individual toggles, would there be any you’d consider disabling? If so, which ones and why?

Looking forward to hearing your thoughts!

New Idea→Open

Thank you for your consideration ​@Yoeri!

Based on the features currently available in our production environment, there aren’t any we’d consider disabling. For us (and guessing it’d be similar for a large number of other admins), our concern is that new features are auto-enabled without us having the ability to shut them off.

It was concerning when I was screensharing the settings page while on a call with our security team to approve the two existing features, and I hopped into our sandbox and saw a new feature (screenshot below) we hadn’t even mentioned (and that isn’t currently available in our production environment). Not because of what it does, but because we hadn’t been able to evaluate whether it was something we wanted to enable.

Overall, this is our guiding principle when it comes to toggling on/off new AI features:

As long as there is no change in scope of the data being used or the connectivity of the application to our systems, no concerns.

 

 

Thanks for the additional insights!

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