Customer success is a model that is continually being developed and, recently, the use of artificial intelligence (AI) in this model has become crucial. Classically, Customer Success Managers (CSMs) are responsible for ensuring that customers get the most out of a product or service. This role, which is central to increasing customer retention and business growth, implies the performance of several functions, from onboarding and problem solving to data analysis and strategy development. However, with the help of AI-powered agents, in particular agents developed on no-code AI platforms, the functions of CSMs have been enhanced in several ways.
One of the main ways in which customer success is being revolutionized by AI is through the automation of repetitive work. It is possible to develop customer interactions automatically using chatbots and virtual assistants that are powered by natural language processing. These bots can handle minor inquiries, offer information about products and services, and even help clients through the self-serving process of troubleshooting. For example, Zendesk uses AI to offer 24/7 customer service via its AI-powered chatbot that can solve many of the questions that CSMs would typically handle.
It also facilitates work like data entry and updating of the customer’s profile. In platforms like Salesforce, the AI-enabled systems engage in interaction tracking and update the customer’s profile, which reduces the CSM’s time that would have been used in doing the same. With these routine administrative tasks, AI, enables CSMs to concentrate on more valuable time management activities, including relationship management and problem solving.
Customer success management is a data-driven process and, therefore, AI agents help in this process by analyzing several data sources.
AI-based predictive analytics is able to make predictions, recognize at risk accounts, and suggest new products and services that a customer may require. For instance, Gainsight’s AI-based health checking tool reveals the likelihood of customer leaving and assists the CSM in identifying where to focus your time on the accounts that require immediate attention.
Also, there are AI systems such as IBM Watson that can comb through customer interactions to identify patterns and sentiments that can help the CSM develop better strategies to address the customers’ concerns. In this case, AI is used to analyze and interpret data in order to help the CSM work faster and more efficiently and,, therefore, build stronger relationships with the customers.
Instead of removing people, AI agents are created to work with people to enhance their effectiveness.
AI platforms assist the CSMs in their work by providing them with tools that enhance their daily work.
The use of AI in analysis of sales conversations is the ability of Gong.io to give CSMs feedback on their approach to increase the chances of success in customer interactions.
The collaboration is also possible due to the fact that AI can be integrated with no-code platforms which enable the CSM to create workflow and automation that suits her particular needs without the need of technical knowledge.
These platforms make AI available to everyone including the CSM to design processes and solve problems that are relevant to them and their customers.
The following are some of the companies that have embraced the use of AI in customer success:
The current state of the matter regarding the use of AI in customer success is likely to change in the future.
In the next phase of the CSM-AI relationship, the latter will become more integrated:
The use of AI in the customer success area is changing the functions of the CSM and increasing the efficiency and the proactive approach to customer interactions. The monotonous work is taken over by the AI, leaving the creative and emotional work, as well as the strategic planning, for the CSM. This collaboration is an vision of a future where businesses not only meet customer’s expectations but exceed it and retain the customers forever.
What is the role of AI in customer success management?
AI applications include the automation of repetitive tasks, the analysis of data to inform decision making, and the co-working with humans to enhance their performance.
How does the AI-powered agent improve the performance of the customer success managers?
AI-powered agents perform routine tasks, provide insights from data analysis and allow CSMs to concentrate on the strategic work and relationship building.
Can AI replace customer success managers?
No, AI is intended to act together with CSMs and improve their performance rather than eliminate them. The human aspect of understanding and planning is still crucial.
What are no-code AI platforms?
No-code AI platforms are tools that enable users to develop and customize AI solutions without the need of learning how to code, thereby enabling the CSM to create processes and solutions that are specific to her workflow and customers.
What are some examples of companies using AI in customer success?
Drift, Automattic and Zoom employ AI in the automation of customer interactions, increase support efficiency and gain insights from customers.
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