Throughout the past few months, Matik has been hosting dinners with customer success executives to foster collaboration and conversation on topics within the CS field, including challenges, successes, predictions, and more. At the most recent executive dinner, the conversation revolved primarily around the evolving role of AI within customer success. Read on for an overview of the key takeaways from this discussion.

Speeding up time-consuming, manual tasks

The adoption of AI is expected to allow businesses to lean more into digital customer success, catering to customer needs without direct human intervention. A main benefit of AI highlighted in this conversation was its ability to streamline email communication for CS teams. With AI, CS teams can craft more personalized and effective emails in a fraction of the time. This efficiency boost would give CS professionals more time to build relationships and showcase product value.

Security concerns and changing regulations

While AI does bring forth productivity benefits, this conversation also highlighted concerns around maintaining security. As new AI capabilities emerge, it will be essential for companies to take necessary precautions in order to protect their data. Shifts in security regulations around AI are also expected.

Incorporating AI into product

As many customers are experiencing the benefits of AI, they are becoming more likely to expect it to be a part of the software they’re investing in. Executives discussed how their organizations are exploring the addition of AI into their product offerings, and they expressed that their teams are working to implement it quickly in order to stay ahead of the curve. 

Ensuring accuracy

While executives are looking forward to exploring all of AI's capabilities for customer success, the information provided by AI systems isn’t always as accurate or personalized as it needs to be. Executives emphasized the need for robust quality assurance to ensure that their content maintains the highest standards.

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This discussion revealed interest in leveraging AI within customer success operations, for everything from crafting emails to product enhancements. However, the questions of security and accuracy remain, and teams will need to keep a close eye on both as capabilities evolve. To learn more about AI for customer success, check out this blog where we tested out Chat GPT for common CS processes.