Product Demo: Real-Time AI Customer Insights

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Julia Nimchinski: Awesome. Thank you so much. And we are transitioning to our next demo real time. AI. Customer insights game site. Welcome to the show, Alex.

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Alex Gordon: Hi! Everybody! Thanks for having me.

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Julia Nimchinski: What a treat! How are you? What’s new?

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Alex Gordon: Not a whole lot. I got a couple of sick kids at home. So that’s super fun.

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Julia Nimchinski: We just had Nick Mehta

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Julia Nimchinski: on a community. AI driven with our one of our panels with Mark Orien was amazing, so excited to see gainsight in action now.

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Alex Gordon: Fantastic, cool. Alright! Let me share my screen here.

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Alex Gordon: Perfect.

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Alex Gordon: So Hi, everybody, I’m super excited to be here today. My name is Alex Gordon. I’m a solutions consultant here at Gainsight, and today we’re going to be talking about AI and community led growth. So we all know that an engaged community is a powerful driver of adoption, retention, and advocacy, but managing one. That’s kind of a whole different story. Right? So. And that’s where gainsight really comes in.

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Alex Gordon: So before we dive into AI, I would be remiss if I didn’t tell you exactly what Gainsight’s customer community actually is. So if you think of it as your customers. One stop shop. It’s going to be a hub where they can find answers, connect with their peers and share feedback all in one place. So it’s a purpose built platform for b 2 b, so you’re not just getting a forum. You’re getting a complete ecosystem.

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Alex Gordon: And so I wanted to kind of highlight that here, really, quickly up front you’ll see a couple of different things on your screen. So you know, what does this really include. Of course, you’re going to get that b 2 b community forum. So fostering peer to peer collaboration, knowledge exchange, asking questions, getting answers. You’re gonna have a built in knowledge base, so easy to maintain. AI powered content, all kinds of good stuff that we’ll dive into there.

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Alex Gordon: We do also have an ideation module. So you can start to collect and prioritize different feature requests from your community members and your your greater customer base.

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Alex Gordon: We do also have product updates. So you can keep users in the loop with the latest news, the latest and greatest.

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Alex Gordon: Then we also have groups and events in here, so you can drive deeper engagement with targeted discussions, more intimate settings for folks to come in and participate in.

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Alex Gordon: And then, of course, our community does have gamification, so you can help keep members active with points, badges, leaderboard certifications, all those kinds of fun stuff there

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Alex Gordon: and then, tying it all together really is our federated search. So it’s an AI powered search across your entire ecosystem for a true customer hub experience. So we’ll get into that, and we’ll get to see all that which is going to be super fun.

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Alex Gordon: but, in short, really gainsight makes it easy to build and maintain a thriving community, and you can do that all without an army of moderators. So and so with AI, we can even take it a step further. So

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Alex Gordon: now let’s get into the AI of it all right. We know that running a community can potentially be time consuming moderating discussions, answering questions. You’re creating content, all kinds of things. So AI is going to really help you scale that effortlessly by doing a lot of that heavy lifting for you. Now.

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Alex Gordon: today, we’re going to show you how Gainsight’s AI features like AI recap, write with AI and AI. Powered search can make it a lot easier to manage your community and help grow that community so

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Alex Gordon: quickly to level. Set what we’re looking at here. This is a fictitious company called Email Monkey. And this is their community that they have. They’re a email marketing tool. So this is not gainsight, but the platform that it’s on is gainsight. So this is our community here. So this will be our stand in for our brand today. So we’ll go ahead and jump in from there. So

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Alex Gordon: 1st we’ll do is we’ll look at this from the actually, the admin or moderator’s perspective here. So we’re going to jump into the back end of that community

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Alex Gordon: and imagine that you’re logging in. And instead of scrolling through all the endless posts that might be coming in. AI can start to give you a quick summary of trending topics into key discussions. So as you’ll see on the right here as we land in our home screen. We’re not only going to get information about, you know, quick hits on new registrations, unique visitors, posts that have been created. But we’re also going to be able to leverage that generative AI to create summaries for us and let us know what’s actually happening in our community.

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Alex Gordon: So let’s say, I went on Pto. I was off for a week, and I got to catch back up on everything. This is going to help me get up to speed really, really quickly. Or maybe I’m covering for a colleague, and I need to check and see what all their responsibilities are, and see what those unread topics are.

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Alex Gordon: So in this case, we’re going to see the 10 most unread recent topics here. So we’re seeing things like people talking about maximizing automation features within email monkey helping them result in things like 25% increase across click through rates.

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Alex Gordon: Or maybe they’re looking at personalization techniques. So how can they significantly improve engagement, or maybe looking at segmentation strategies? And now I can do that really quickly by searching across those those most recent unread topics.

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Alex Gordon: So one really great way that we can leverage AI to get us up to speed really, really quickly. So saving time and surfacing what’s most important there

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Alex Gordon: now, next to that, we also have those individual posts that are coming in with a lot of different conversations. So as I’m looking at this, maybe I want to take a peek at and summarize this particular post I’m interested in taking a look at. So how do I enable Sso. For my for my org pretty basic here. What’s really great about this summary for a topic summary is, it’s going to tell me, what is this post initially about

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Alex Gordon: what is the discussion about? And are there any potential actions that I need to take as a moderator? In order to improve this experience for our users? Do I need to answer a question, do I need to concatenate some data things like that?

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Alex Gordon: So, for example, if we look at the best practices here for deliverability in this particular case. Again, we’re going to get that summary, see what the original post is about.

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Alex Gordon: and then take a peek at what folks are suggesting in that discussion. So in this case they want a checklist of best practices for email deliverability.

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Alex Gordon: And we have some suggestions coming in from various users. And it looks like that we might need to. In this case. It says no further action. I’ll preface here that it is in Beta right now, but what I would love to do here is actually concatenate all these different topic discussions here, so I can go ahead and I can copy this link. And then I can take us into our next AI feature here. So in this case, what I’ll do here is I’ll click done. I’ll copy this link.

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Alex Gordon: copy it out.

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Alex Gordon: click done, and then we can head over to creating a new article, so I can create some evergreen content for our users that they can go ahead and leverage without having to jump into that particular post, read through all the different things, and I can make it a nice summarized article for them. So as I go to create this article.

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Alex Gordon: you’ll see that we have. Write with AI right at the top there, for you makes it nice and easy, so this will get you that 80 20 of getting that content written for you. So now we can start to leverage AI to do a lot of that grunt work heavy, lifting up front for you things like that. I’m going to go ahead and grab my prompt over here. So you have to watch me type and fumble around.

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Alex Gordon: There we go. So what I did here is I grabbed that link to that. That discussion, I said. Please write me an article based on the discussion compiling all the best practices. I’m always really nice to my AI, just in case I don’t want my AI to be mad at me. So I’ll go ahead and generate that for you.

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Alex Gordon: Cool. So as that’s generating again, it’s gonna look across that particular post. All the discussions, gonna concatenate all that information for us, allowing us to get the best practices, and again spell this out really quickly and easily for us.

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Alex Gordon: And here again, like most AI systems here we can say, if it was helpful, not helpful. We can also ask it for another iteration of this if we’d like to. But I like this one. I think it looks great. I’m going to go ahead and insert it here and now I can go ahead and tweak, change anything that I need to here and get to me up and running really quickly. So from here I can add images, videos, gifs, anything like that, attachments, whatever it may be.

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Alex Gordon: and then I can go ahead and post it into my knowledge base. Maybe in this case I could also post this directly to my community. Or if this is maybe relevant to my specific group, I can actually post it into that group as well.

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Alex Gordon: So you’ll see here makes it very easy to come in. Apply it to wherever I need to. In this case, in the knowledge base, I can add it to the specific category.

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Alex Gordon: I can allow replies, if I’d like to as well make it a sticky post, I can even ghostwrite this for folks if I wanted to. So if we kind of want to spread the wealth and write it for other folks who are moderators within the community. We can certainly do that.

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Alex Gordon: A couple other things we could do in here. But we won’t go through all of that today, but do know that you can go ahead and you can save drafts. You can schedule this for publishing. So if you wanted to wait for a product, release anything like that, you can schedule it and all kinds of fun stuff like that

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Alex Gordon: I would also be remiss if I didn’t mention that we have this same kind of right with AI functionality in our native email campaigns as well. I won’t go into it in full depth here. I just wanted to call it out just for the interest of time here.

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Alex Gordon: but know that we do have that functionality for our either one off or automated emails that can go out to our users.

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Julia Nimchinski: This is so great. If you don’t mind, we can just prolong it a little bit. Leehan. Great having you on the show again. We are starting 5 min later. Hope, that’s okay. And Alex, I wasn’t aware that gain site provides this technology. Is it new.

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Alex Gordon: So we acquired our community platform about 3 years ago now. So it’s been folded into the whole ecosystem of gainsight and a lot of this data that we’re seeing in here also gets pushed over to our Cs side of the house. If you’re familiar with our customer success platform, which I feel like most of you are. So we definitely bring that in there, and we can add it into things like our health scores and our customer 3 sixties, allowing a great visibility for our Csm and post sales teams.

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Alex Gordon: Yeah, and it’s just it’s been a great great. Add to the the Gainsight family, so.

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Julia Nimchinski: Definitely. People want to know. If you do get a negative signal, how do you prevent the churn.

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Alex Gordon: That’s a great question. So as of today, what we’re we’re working on doing is we also have another product called Staircase AI, and that today brings in things like all your emails with your customers, any textual conversations, calls, slack messages, teams, messages, things like that. And we bring it in. And one thing we’re working on is bringing in community points as well. So that way, if there is sentiment we can actually in real time bring

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Alex Gordon: up whether that’s extremely positive or extremely negative. And so it’s really great to be able to be alerted to that as soon as it’s coming in. And that’s where we’re kind of seeing again that kind of gainsight customer OS really playing nicely together.

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Alex Gordon: And one thing, actually, I realized I hadn’t hadn’t gotten to yet, and if we have a couple more minutes I’d be happy to show it around. AI is from the end user perspective. So we did a couple of things here from the the moderator perspective. But we could also head over to our gainsight community here, and we can look at what does that AI powered search look like for our community members. So now, as we come in here, you know.

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Alex Gordon: customers want to find answers quickly, right? They don’t want to dig through post dig through knowledge based articles to get to what they need. And with Gainsight’s AI Federated search here they can find exactly what they need. So whether that’s in the community, in the knowledge base product docs outside of the community. So maybe it lives in your academy, or it lives in external support. Docs. We can find that here with our federated search that is powered by AI.

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Alex Gordon: So

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Alex Gordon: as we’re in our gainsight customer community that we run on our own platform. Of course. Let me do a search for you so we can look at. Let’s say I’m not familiar with staircase. Actually, I could come in here, and I could search for staircase if I could type it correctly. That would be awesome. You’ll see here that it’s going to search across all those different aspects of my community as well as my knowledge, base all those things. But if I go ahead and go into the full search here.

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Alex Gordon: Oops. I clicked on the wrong thing. Don’t mind that.

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Alex Gordon: I’ll try that again. There we go.

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Alex Gordon: perfect, so you’ll see that we get this full fledged search where we can filter based on post type, community categories. Knowledge, base tags. Get a full list here. Really, what I’m doing is installing while the generative. AI is generating an answer for us here. But what it’s doing is it’s looking across all those different things that it has available to us and creating an answer for our users, so helping them kind of get that answer straight away with again without having to dive into all those different posts. So in this case. I don’t know that much about staircase.

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Alex Gordon: I want to learn a bit more. What does it do? What’s the overview? It talks about even the acquisition that happened this last year with staircase. So a lot of great ways that we can be kind of that 1st line of defense and help users get to the answers as quickly as possible. So

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Alex Gordon: another great way that we’re implementing AI across that community to streamline processes, help users find what they’re looking for, and if it doesn’t exist in here, then they can go ahead and create and get that peer to peer support by creating questions, posts, things like that.

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Julia Nimchinski: That’s really great. One question that I just received is, what’s next for gainsight. You’ve made some really interesting acquisition. What’s next.

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Alex Gordon: I I wish I could tell you that. I mean we’re always looking for new fun stuff to do. Obviously we’re such a big part of that post sales customer journey, helping folks to you know. Renew with you, upsell cross, sell, expand, grow all those kinds of fun things. I’m sure we’ll have some fun things in the future here for

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Alex Gordon: for the for the rest of the folks out there.

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Julia Nimchinski: Alex, can you share an interesting use? Case of a Cmo using it, or like, what’s the persona even? Is it community manager?

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Julia Nimchinski: your favorite success story.

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Alex Gordon: Yeah, that’s a good question. So

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Alex Gordon: I think, depending upon kind of my best solutions. Consultant answer is, it depends. So kind of looking at that moderator experience being able to really elevate and reduce the number of folks that you need in there to to build out a thriving community, I think, is something that we’ve seen across our customer base is

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Alex Gordon: And now, with all this AI tools that we have embedded in there. It makes it so much easier to come in. Moderate your community while still providing a ton of value, and allowing your community to grow organically as well. So giving them the space to do that peer to peer, support, or having that AI come in and help you

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Alex Gordon: just come and get those answers as quickly as possible. So I’ve seen it a handful of different ways as we go through. But yeah, just, it’s been a fun experience getting to to be a part of the community now. So.

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Julia Nimchinski: Thank you so much, Alex. Is there any trial premium? How? How can we test? Try this.

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Alex Gordon: Great question. So yeah. So if you guys are interested in trying out the community, we would love to schedule a demo for you. We don’t have a free trial as of today. But we are happy to get in there build you out something that could kind of give you a sense of what could my community look like? And yeah, let us know. And we’re we’re happy to to show you around.

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Julia Nimchinski: Thank you so much again.