Unlocking AI's Impact On Business Software And Customer Success

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>> Well, good afternoon,

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Shonton and Carl,

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it's good to see you guys.

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Thanks for joining to talk about AI for a few minutes.

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>> Super excited. Thank you, Jay.

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>> Carl, I want to know from you what is so important about

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this new AI technology that everyone's hearing about.

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>> Well, I think any of us who've used chat GPT,

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those tools know this stuff is incredibly powerful.

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If I were to extract out some of the core points,

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it's that we now have technology that understands language.

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Whereas before software didn't,

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just really wasn't very good at that,

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understood numbers but not language.

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It gives us a way of interacting in our own preferred mode.

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We speak, we talk, we write it in English or French or whatever it is,

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breakthrough, and then the most long-term fundamental one is,

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we have systems that can reason.

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I think we do not underestimate the power of

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these large language models when it comes to reasoning,

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figuring out, solving problems.

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Again, having a general purpose tool like that, incredibly powerful.

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>> Totally.

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>> Shonton, maybe taking that a step further,

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what impact will AI have on business softwares?

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>> In general, the expectation from what a software is expected to do,

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have increased. People want softwares to own

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important outcomes for their business and then get it done.

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Even if it means stretching beyond the boundaries of your existing product.

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Do it in a very seamless, intuitive manner.

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I expect that companies who are able to do this,

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stretch their boundaries and deliver an increasingly intuitive value will

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survive.

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Anybody who is unable to do those will likely find

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it difficult in this new age of generative AI.

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>> Carl, bring it a little closer to home for us.

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How do we envision the future of customer success given the impact of this

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technology?

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>> Generative AI technology is getting to accelerate the move towards digital

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customer success.

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Understanding digital customer success as a component of a human and digital

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led strategy.

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But this technology is going to move digital much faster and make it much more

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prominent.

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It's also going to do something maybe counterintuitive.

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That is it's going to make the human touch,

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the human experience, the authentic experience all that much more important.

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Which is ultimately going to make customer success probably the single most

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important brand ambassador.

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Customer success managers, the single most important brand ambassadors for a

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company.

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>> Yeah, really great point.

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Obviously, there's so many directions that can go.

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But Chaunton is our lead on the AI here at GameSite.

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What are we at GameSite doing for our customers?

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How are we helping them prepare for this future and really future-proofing with

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our technology and our platform?

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>> Right.

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I would say there are broadly two key components we're working on.

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The first one is making your experience as your CS team that much better with

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GameSite.

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Right?

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So we are going to make sure you have massive productivity gains through

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automation around meetings, for example.

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You no longer need to log meetings, action items, sending up follow-up emails,

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or preparing yourself or your executives for the next call.

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So with meeting automation and cheat sheet, we have that covered.

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You can quickly get a glimpse of what customers are talking about through key

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takeaways.

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No longer you need to mind through tons of data to understand the voice of your

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customers.

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And we have many such very interesting productivity developments.

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So that your CS team can focus on the customer and deliver that premium

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experience for them.

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We are also going to leverage AI to drastically simplify the administering of

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GameSite.

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You can more or less talk to our product and get gains, take instance up and

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running in the future.

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And the second very important thing is we want to make your customers have a

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better

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experience with your product as well.

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And for that, we have Smart Search where your customers can come onto your

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portal.

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And from within your application, search through all of your knowledge spaces,

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community data, support tickets to get their questions answered.

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There will be one single destination for all of their needs.

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So that's just better experience for your end users as well.

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And then finally, we are a multi-product platform company.

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And there are so many compounding effects of the data we have and the

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capabilities we have

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that no other CS or even a post sales platform really has access to.

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And that is the future that we're really looking forward.

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Incredible. Well, gentlemen, thank you so much for the time.

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I'm thrilled to be a part of this team.

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And just here from you as we think about the future and what game site will

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bring with

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the world of AI. I appreciate the time.

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Thanks, Jake. Thanks, guys. That was awesome.

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