Nick Mehta 2 min

What Human-First AI Means For Customer-Facing Teams

Generative AI is here, transforming customer success NOW. Human-First AI looks at the use of massive data sets to make AI your trusted partner in supercharging business growth.

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0:00

One of the things that's amazing about AI is it's going to change the whole

0:02

world.

0:03

One of the things that's scary about AI is it's going to change the whole world

0:05

A lot of people when they think about gender to AI, they sometimes are

0:11

skeptical and they're like,

0:12

you know, other people can try, I think it's overhyped, I'm going to get to it

0:15

next year.

0:16

And I'll tell you, that's what people said about the internet in 1999, that's

0:20

what Blockbuster said,

0:21

and that's what Blackberry said about mobile in 2007, and we know how that

0:26

movie ended.

0:27

And I'll tell you with gender to AI, that movie's not going to take five or 10

0:30

years to play out.

0:31

It's going to take a year or two, and if you're not leaning in, you're going to

0:34

get left behind.

0:35

We know it's going to change the whole world of managing customers, whether you

0:39

're in customer

0:40

success, community, education, product, sales, every job's going to change.

0:45

So, at Gatesite, nothing is more important for us right now in R&D than gender

0:49

to AI.

0:50

At Gatesite, we've been working on AI for more than a decade.

0:53

We're really privileged to have a huge percentage of all CSMs in the world

0:58

using

0:58

Gatesite actively every day. And what that means is we have an immense amount

1:02

of data

1:02

about all the interactions people have with their customers, their churn, their

1:06

renewal,

1:07

their NPS, all that stuff to feed the AI, and then the workflow to make sure

1:13

that AI turns into

1:14

action, and then making sure that you can trust it. Many people understandably

1:20

are thinking about

1:21

what's this mean for my job? You can't keep hiring more people, but CSMs can't

1:26

just keep

1:26

managing more customers without some help. And how do we do efficiency from

1:31

eliminating the need to

1:32

take notes, eliminating the need to enter data, making it much easier to

1:36

prepare for a meeting,

1:37

and that's just stuff that we have now. In the future, things like

1:40

understanding how to actually

1:42

send the right message to the right customer without having to write it

1:45

manually, creating

1:46

documentation automatically, managing a community with less human effort,

1:50

creating education content

1:52

on the fly. How do we make our business grow faster, but in an efficient way?

1:57

Gender AI is the

1:58

biggest unlock for that. Our belief at Gatesite is what we call human-first AI.

2:03

How do you have the

2:04

AI working with you, enabling humans to do the work they love, and to do it

2:09

even better? AI is

2:11

going to radically make customers and customer success better.

2:20

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What Human-First AI Means For Customer-Facing Teams

0:00 - One of the things that's amazing about AI is it's going to change the whole ::: 0:02 - world. ::: 0:03 - One of the things that's scary about AI is it's going to change the whole world ::: 0:05 - A lot of people when they think about gender to AI, they sometimes are ::: 0:11 - skeptical and they're like, ::: 0:12 - you know, other people can try, I think it's overhyped, I'm going to get to it ::: 0:15 - next year. ::: 0:16 - And I'll tell you, that's what people said about the internet in 1999, that's ::: 0:20 - what Blockbuster said, ::: 0:21 - and that's what Blackberry said about mobile in 2007, and we know how that ::: 0:26 - movie ended. ::: 0:27 - And I'll tell you with gender to AI, that movie's not going to take five or 10 ::: 0:30 - years to play out. ::: 0:31 - It's going to take a year or two, and if you're not leaning in, you're going to ::: 0:34 - get left behind. ::: 0:35 - We know it's going to change the whole world of managing customers, whether you ::: 0:39 - 're in customer ::: 0:40 - success, community, education, product, sales, every job's going to change. ::: 0:45 - So, at Gatesite, nothing is more important for us right now in R&D than gender ::: 0:49 - to AI. ::: 0:50 - At Gatesite, we've been working on AI for more than a decade. ::: 0:53 - We're really privileged to have a huge percentage of all CSMs in the world ::: 0:58 - using ::: 0:58 - Gatesite actively every day. And what that means is we have an immense amount ::: 1:02 - of data ::: 1:02 - about all the interactions people have with their customers, their churn, their ::: 1:06 - renewal, ::: 1:07 - their NPS, all that stuff to feed the AI, and then the workflow to make sure ::: 1:13 - that AI turns into ::: 1:14 - action, and then making sure that you can trust it. Many people understandably ::: 1:20 - are thinking about ::: 1:21 - what's this mean for my job? You can't keep hiring more people, but CSMs can't ::: 1:26 - just keep ::: 1:26 - managing more customers without some help. And how do we do efficiency from ::: 1:31 - eliminating the need to ::: 1:32 - take notes, eliminating the need to enter data, making it much easier to ::: 1:36 - prepare for a meeting, ::: 1:37 - and that's just stuff that we have now. In the future, things like ::: 1:40 - understanding how to actually ::: 1:42 - send the right message to the right customer without having to write it ::: 1:45 - manually, creating ::: 1:46 - documentation automatically, managing a community with less human effort, ::: 1:50 - creating education content ::: 1:52 - on the fly. How do we make our business grow faster, but in an efficient way? ::: 1:57 - Gender AI is the ::: 1:58 - biggest unlock for that. Our belief at Gatesite is what we call human-first AI. ::: 2:03 - How do you have the ::: 2:04 - AI working with you, enabling humans to do the work they love, and to do it ::: 2:09 - even better? AI is ::: 2:11 - going to radically make customers and customer success better. ::: 2:20 - [BLANK_AUDIO]