Given the ever-increasing encouragement to augment CSMs and Customer Success groups with ai resources, I’d like to publish some Case Studies of actual usage. (Think of it like a Customer Success conference presentation, except that instead of a hundred or so attendees, you’ll potentially have thousands of readers worldwide. I’m looking for real Customer Success executives to tell their stories of why they chose to explore agentic CSM usage and what happened in the course of their ai initiatives. If you’re interested, use the Contact Us link here to apply.
Questions About Using AI for Customer Success
What types and categories of conversations are your agentic CSMs handling? Who is their intended audience? What percentage of your customers are willing to use such resources? How did you know? Are you tracking what questions are being asked? How do you measure the results? Do you have a human review of the conversations to make sure that all the information is accurate? Have you measured the ROI of the agentic CSMs? What challenges or limitations did you encounter during selection and implementation? What testing was done? What do you wish that you had known before you started your AI agentic CSM initiative? What are your future plans?
Options for AI Agentic CSMs
There are 43 Conversational ai vendors currently listed on The Customer Success AI TechMap page of The Customer Success Directory, and another 14 that I’m in the process of listing. Who has deployed them and wants to brag about the results? (If you’ve used one not on the list, let me know so that I can add it. Basic listings are free.)
