Current Situation: Today, Staircase provides both Churn Risk AI Summaries (when risk is detected) and Account Summaries. While these are helpful, they often lack specificity to individual conversations.
Proposed Enhancement: It would be incredibly beneficial to have conversation-level summaries. This means generating summaries for specific email threads, meetings, events, tickets, etc.
Use Case: We currently provide summaries of Extremely Negative Sentiments and Highly Positive Sentiments from Staircase to Gainsight. This information is used in our CTAs and JO emails to CSMs, allowing us to consolidate insights into a single weekly summary rather than flooding CSMs with multiple emails.
Example: If we could generate a summary of an Extremely Negative Sentiment event (e.g., “Customer expressed displeasure with the product functionality... were unhappy with renewal pricing... considered cancelling...”), this summary could be mapped to Gainsight CS. This would give CSMs more context about why a customer is upset without having to dive deeply into Staircase.
Benefits:
- Enhanced Context: Provides CSMs with detailed insights into specific customer interactions.
- Improved Efficiency: Reduces the need for CSMs to manually sift through detailed transcripts.
- Better Customer Management: Allows for more targeted and effective customer interventions.
