AI for Customer Success Teams Framework to Evaluate

Apr 27, 2023

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Link to the recordings

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I recently hosted an Fireside chat for the Support Driven community covering AI Tools for Customer Success Teams: Framework To Evaluate What Is Ready. 

On the call I talked with Chun Jiang, CEO & Co-founder of Monterey AI, a company that builds intelligent customer voice infrastructure for product operations teams in hyper-growth companies, helping companies understand what actions to take to improve engagement and reduce churn by setting up user feedback channels, auto-collecting, and analysing qualitative feedback and quantitative data from multiple sources.

Chun is the co-founder and CEO of Monterey AI and has previously led products and design at companies such as Unfolded (subsequently acquired by Foursquare), Scale AI, and Uber. Chun graduated from Cornell in 2018, and has been obsessed with building the most ambitious and delightful Data and AI products in productivity, developer tooling, and autonomous vehicles.

Here’s what we covered in the interview:

  • What are the key criteria to consider when evaluating AI tools for customer success teams?

  • How can you assess the accuracy and reliability of AI-powered solutions in the context of customer success?

  • What role does data quality play in the evaluation of AI tools for customer success, and how do you measure it?

  • What are the common signs of “fake” AI tools or solutions in the customer success domain?

  • How can customer success teams differentiate between genuine AI capabilities and marketing hype?

  • Are there case studies or success stories that can help verify the effectiveness of AI tools for customer success?

  • What are the best practices for integrating AI tools into existing customer success processes and systems?

  • How can customer success teams ensure a smooth transition when adopting AI solutions?

  • What data privacy and security considerations are important when implementing AI tools in a customer success environment?

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