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Hi everyone, I'm curious if anyone has explored integrating AI into customer programs, particularly those focused on adoption and retention. I'd love to hear about any experiences or insights.
I have been seeing success with a few Ai tools. One for risk alerts and journey orchestration and another for cross-stage analysis covering multiple touchpoints across the customer journey to identify bottlenecks and key influencers. It is far too early for my advocacy, but I really like to speed up understanding when I take on new clients as a customer community builder. I love Ai for spotting trends and clusters!
We mainly used it to analyse:
1. Survey contents (open text) to help create clusters/themes as it was more accurate than your regular tagging
2. Identifying potential use-cases, reference candidates, etc. from call recordings. We did a PoC with our CS team of a call recording technology.
So mainly back-end use-cases to help with processes, and spend time on things we wouldn't have otherwise!
Thank you @Ryan Gutierrez, Community Agility Specialist and <@U08R6SQJA4X> this is helpful. Any chance you could share the tools you are using?
Totango has been a fun test
From working on a manual effort for this back in early 2023, I can share that where to start on product adoption was best determined aligning on particular stage of the customer journey that was critical. That was through CS partnership. Together, it was determined that the first use case needed to be onboarding that was rapid, seamless, as well as delighted and celebrated with the customer. CS and Customer Marketing have a vested interest in making sure that this experience is positive and has personalized elements and/or rewards/celebrations (Customer Marketing elements) as well as can be scaled to those accounts that will be digital touch only (Customer Success). If this goes well, license uptake happens quickly.
If I were doing this today, I'd use AI to find the next sticking point or what product use case unlocks a value lever which will propel the customer into possible upsell/cross sell. Some of these hurdles can be researched by doing data pulls and putting that into a ChatGPT (if company permits that) to find patterns and/or using other platforms that have AI to help. I've been researching this for next steps for innovating from that previous experience.