Seeking Input on the Usefulness of AI Bots for Customer Success Learning and Coaching

Rahul Choudhary

Hello CS Peeps,

I hope this message finds you well. I'm curious what you think of an AI bot trained on Customer Success data like strategies and processes and methodologies. This can be used to enhance learning and coaching in the field

I believe this technology could bring valuable insights and support to both new and experienced professionals in the industry.

I'd love to hear your thoughts and insights on this matter:

1. Do you think an AI bot trained on Customer Success data could be a helpful tool for professionals in our field, providing valuable guidance and coaching?
2. Are there specific areas or challenges in Customer Success where you believe such a tool could be particularly beneficial?
3. Are there specific areas or challenges in Customer Success where you believe such a tool could be particularly bad?

P.S. This is not a Startup Idea of mine or anyone else I know. I am not trying any market research tactic or anything, I am just curious to know what my fellow CSMs think about this.

Ed Powers

The problem I see, @Rahul Choudhary, is that variance in practice is substantial—what works in one company may not work in another. GenAI provides the most likely answers based on its training set, but that doesn't mean they're the correct answers. And it's dangerous to assume AI can think for you.

Case in point, I saw a demo of a generative AI data analyzer in which the user asked the bot to analyze churn data and provide recommendations for improvement. It faithfully did so, providing a list of six things to address. But neither the user nor the technology recognized a logical fallacy that correlation doesn't imply causation. The bot had leapt to conclusions just as effectively as the human, and did so much faster.

Is there a need to provide generic answers to specific problems that may not be relevant? Perhaps, since many are finding GenAI to be helpful summarizing and generating "first drafts." That said, anything we get from GenAI should be taken with a BIG grain of salt. That's true now and will likely be the case for many years to come.