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Virtual Customer Advisory Meeting - Introducing Gainsight Copilot in Gainsight Assist plugins (Gmail and Outlook)

  • October 24, 2024
  • 1 reply
  • 64 views

Ritika Jindal

What is the VCAM about?

  • We are exploring whether to invest in introducing Gainsight Copilot in GS Assist plugins and the value it can add for our customers, specifically identifying which personas will benefit from it. 
  • Since CSMs spend a lot of time answering customer questions over email, we are considering if Gainsight Copilot can help them quickly find and provide the right answers to those questions.
  • We would also like to show draft 1 of the designs we have in mind.

What is Gainsight Copilot?

  • Gainsight Copilot is a Gen AI-powered conversational assistant designed for Customer Success (CS) and post-sales teams, offering support across a variety of scenarios. In the first version, it provides rich, contextual answers to questions about Gainsight Timeline, Gainsight products, and CS best practices. Over time, it will expand to address any questions related to all Gainsight objects.

What is the Agenda of the VCAM? 

  • Understand use cases for introducing copilot in plugins for CSMs/ Admin and how it will help them in workflows or getting answers to customers questions on mail

What is the outcome of this VCAM?

  • Understand use cases for introducing copilot in plugins for csm persona at least and how it will help them in workflows

Who is the right person to Enroll?

  • CSMs/admins who use GS Assist and have an idea on Gainsight copilot

When is this happening?

  • Thursday, November 14th, 2024 - 5:00 PM CET/ 8:00 AM PT/ 9:30 PM IST
  • Thursday, November 21st, 2024 - 5:30 PM CET/ 8:30 AM PT/ 10 PM IST

What should you do?

  • Please register for the roundtable to the slots provided using this form. We will reply with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email productops@gainisght.com to sign up.

1 reply

Ritika Jindal
  • Author
  • Gainsight Employee ⭐️
  • 44 replies
  • December 10, 2024

VCAM Summary and Key Insights

Thank you all for attending the VCAM session. Below are the key findings:

  1. Copilot Latency:

    • Latency is a critical issue. CSMs, particularly in GS Assist plugins, have limited time and cannot afford delays in response generation. Addressing this is essential for adoption.
  2. Email Handling:

    • Opinions on email response generation are divided:
      • Proponents: Some want Copilot to read and generate email responses.
      • Opponents: Customers in education and security sectors prefer not to enable this feature.
      • Solution: Introduce an admin toggle to allow flexibility.
  3. Prompting Support:

    • Prompting is challenging for CSMs. Providing a list of recommended prompts within Copilot would help ease usage.
  4. Use Case Prioritization:

    • Discussed use cases include:
      • Writing meeting follow-ups.
      • Drafting emails in a professional tone.
      • Summarizing calls from the previous day.
      • Preparing for calls and displaying insights (e.g., promoter/detractor status).
  5. "Write with AI" in Copilot:

    • Feedback indicates this feature needs significant improvements before being effectively integrated into Copilot.

Next Steps
Based on the feedback received, we have decided not to integrate Copilot into GS Assist plugins until the latency issue is resolved and the ability to read emails is discussed first internally. Instead, we will focus on more pressing needs, such as introducing mandatory fields in GS Assist plugins etc.


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