SmartCS AI™ Open Beta

SmartCS AI™ Open Beta Update (8/1/2024)

SmartCS AI™ now includes a follow-up question prompt for a more refined analysis using up to 25 data points of your choice, and 3 new Prompt Templates have been added for accelerated insights.

Follow-up Question Prompt

 A follow-up question prompt has been added to the SmartCS AI™ Prompt screen where users can ask the data a second question to refine the AI analysis response. 

Improved Speed & Scalability

Customers can now analyze even more data because we have increased the number of customer data columns that can be used in the SmartCS AI analysis from 10 to 25, with the ability to successfully analyze the data from thousands of customers.  

Note: We plan to remove the column limit in the future for unlimited customer data analysis.

3 New SmartCS AI™ Prompt Templates

The 3 new Prompt Templates have been added to accelerate your customer data analysis:

• Revenue by Customer Type
• Revenue by Pulse
• Total ARR by Customer Type

Please reach out to your CSM with any additional questions.

SmartCS AI™ Open Beta Update (5/30/2024)

New SmartCS AI™ Prompt Templates

SmartCS AI™ has 7 new Prompt Templates to help you get started analyzing your customer data with AI:

• Customers At Risk To Churn
• Customers Most Likely To Churn Based On Engagement
• Customers With Pulse Updated Today
• Customers Pulse Level Changed To Risk
• Recommended Customer Outreach
• Recommended Outreach For Customers Renewing in 30 Days
• Usage Drop By 20% In The Last 30 Days

When accessing the SmartCS AI™ Segment Analyzer from the Customer Grid, users can now choose a Prompt Template and hit "Analyze" to quickly begin analyzing the selected customer segment to find immediate, actionable insights.

Default SmartCS AI™ Prompt Template

The default Prompt Template analyzes your customer data using AI to provide a recommended list of customers to reach out to, and how you should engage with them.

Use this template as is, or modify it to meet your needs by changing the selected data columns or the AI Prompt to get the answers you are looking for.

Note: The Prompt Template for "Usage Drop By 20% In The Last 30 Days" requires customers to ingest usage data into ClientSuccess for the analysis to work.

Clear The Template and Ask Your Own Question

If you would like to clear the template and ask your own question, click on the X in the "Saved Prompts" drop-down and the template will be cleared and you can start from scratch.

Once you click on the X, the template is cleared for you to use.

Pro Tip

If you run a SmartCS AI™ analysis and get the warning message "The selected data set is too large", remove one of the Selected Data Columns or reduce the customer segment size in the Customer Grid and try it again.

Note: Some very large comprehensive data sets have too large of a payload for the AI engine to handle, so we have limited the number of data columns to be analyzed to 10 until we can remove that limit, which should be in the near future.

Pro Tip #2

If you run a SmartCS AI™ analysis and get the warning message below, remove one or more of the Selected Data Columns or reduce the customer segment size in the Customer Grid and try it again.  Usually in this case, we are sending the AI engine large amounts of data and this error may appear based on the size of the data set.

We're committed to continue to improve our prompt engineering and our SmartCS AI™ engine in Beta to remove these types of limits in a future phase of the product.

SmartCS AI™ Open Beta

The SmartCS AI™ Open Beta contains 5 new features that leverage AI technology to summarize your NPS comments, Pulse, and Engagement notes, in addition to creating personalized emails and analyzing customer segments by ask the data any question you would like.  

• NPS Analyzer - Summary of all NPS comments, or individual campaigns
• Pulse™ Summary - Summary of Pulse notes across your customer base
• Engagement Insights - Summarize Engagement notes and post to Pulse™
• Email Assist - Create personalized, intelligent 1:Many Emails using AI-driven SmartCS AI™
• Customer Segment Analyzer - Analyze segments on the Customer Grid by asking any question

1. NPS Analyzer - The new SmartCS AI™ button in the NPS Dashboard will analyze the comments from all or individual NPS Campaign's. The filters can be selected to analyze a more granular dataset to find unique insights across the customer experience survey responses. The NPS Analyzer returns up to the Top 5 things customers like about your company, and the Top 5 areas of recommended improvements based on NPS feedback.

2. Pulse™ Summary - The new SmartCS AI™ button in the Current Pulse Health report will perform a summary analysis on your Pulse notes. The filters can be selected to analyze your customer Pulse notes by Customer Type, Assigned To, and Region just to name a few.

When you click on SmartCS AI™, a real-time AI analysis is kicked off to summarize the Pulse notes. Once the analysis is completed, a report will be displayed with the Top 5 things that are going well with your customers, and a recommendation of the Top 5 areas of improvement. At that point you can either download the report or email it to someone on your team.

Note: A weekly Pulse™ Summary can be automatically sent to your Inbox each week by enabling it in My Settings.

Below is an example of the Weekly Pulse Summary email that will be delivered to your Inbox. 

3. Engagement Insights - A new SmartCS AI™ button will appear in the Engagement App when you create a Call or Meeting Engagement.

After completing your rough notes, select SmartCS AI™ to have your Engagement notes summarized in real-time, and automatically paste them directly into Pulse Notes and Next Steps. From there you can make any changes or simply hit Update Pulse with the previous Pulse, Risk Factors and SuccessFactors are already pre-selected to streamline the workflow.

4. Email Assist - The new SmartCS AI™ button in the 1:Many New Email screen will help you create new personalized, intelligent emails using SmartCS AI™.

When creating a new 1:Many Email, click on SmartCS AI™ and you are presented with a modal where you can enter a prompt or question in addition to any email content that you would like to leverage to create the email.

Once the email is generated, the subject and content will be automatically populated into the New Email modal so you can make any small edits or send away.

5. Customer Segment Analyzer - Users now have the ability to create a segmented view on the Customer Grid and then ask the data any question/prompt and receive an AI-generated response.

When you click on SmartCS AI™, a modal will appear where you can select up to 5 columns of data from the grid you want to analyze, and ask the data any question you wish by entering in a prompt/question. SmartCS AI™ will then generate an intelligent analysis of the selected data set and provide an AI-generated response.

Multiple prompts/questions can be submitted simultaneously to provide a comprehensive analysis of the data. Users will also have the ability to save the prompts for future use with other customer segmented data sets from the grid.

Note:  We plan to remove the 5 column limit when AI engines can accept larger prompt and content payloads.

Getting Started with the SmartCS AI™ and The Consent Form

We require all customers who wish to use SmartCS AI™ to accept to an in-app user agreement on behalf of the organization they represent. This agreement will acknowledge the risks of using AI in general and Amazon's Bedrock APIs. A ClientSuccess Admin from your company or organization will need to go into the Global Settings>Apps and Integrations Page and toggle the SmartCS AI™ Beta feature on. The Consent Form will then popup and require the acknowledgment to be submitted before any SmartCS AI™ capabilities will be available for use.

After enabling SmartCS AI™, the Admin will need to type in their name and submit the SmartCS AI™ Consent Form to enable the SmartCS AI™ features.

Once SmartCS AI™ is enabled, the features will be visible in the respective ares of the platform with the new SmartCS AI™ button below.

When you hover over any SmartCS AI™ button, a popup will display with the details of the SmartCS AI™ analysis and potential results based on the data being analyzed.

FAQ

Is the SmartCS AI™ developed in-house or supplied by a third party?

• Answer: SmartCS AI™ leverages the Amazon Bedrock AI engine and Anthropic’s models

What type of AI or MLL models are used?

• Answer: SmartCS AI™ uses Anthropic’s LLM's to prompt analysis

Is customer data used to train or fine tune models?

• Answer: No, customer data is not used to train or fine-tune models.

Is the content processed by Amazon Bedrock moved outside the AWS Region where I am using Amazon Bedrock?

• Answer: No. Any customer content processed by Amazon Bedrock is encrypted and stored at rest in the AWS Region where you are using Amazon Bedrock.

Are user inputs and model outputs made available to third-party model providers?

• Answer: No. Users inputs and model outputs are not shared with any model providers.

What security and compliance standards does Amazon Bedrock support?

• Answer: Amazon Bedrock offers several capabilities to support security and privacy requirements. Bedrock is in scope for common compliance standards such as Service and Organization Control (SOC), International Organization for Standardization (ISO), Health Insurance Portability and Accountability Act (HIPAA) eligible, and customers can use Bedrock in compliance with the General Data Protection Regulation (GDPR). Amazon Bedrock is included in the scope of the SOC 1, 2, 3 reports, allowing customers to gain insights into our security controls. We demonstrate compliance through extensive third-party audits of our AWS controls. Amazon Bedrock is one of the AWS services under ISO Compliance for the ISO 9001, ISO 27001, ISO 27017, ISO 27018, ISO 27701, ISO 22301, and ISO 20000 standards. Amazon Bedrock is CSA Security Trust Assurance and Risk (STAR) Level 2 certified, which validates the use of best practices and the security posture of AWS cloud offerings. With Amazon Bedrock, your content is not used to improve the base models and is not shared with any model providers. You can use AWS PrivateLink to establish private connectivity from your Amazon Virtual Private Cloud (VPC) to Amazon Bedrock, without having to expose your data to internet traffic.

Will AWS and third-party model providers use customer inputs to or outputs from Amazon Bedrock to train Amazon Titan or any third-party models?

• Answer: No, AWS and the third-party model providers will not use any inputs to or outputs from Bedrock to train Amazon Titan or any third-party models.

Does the software tag or label its sourced information?

• Answer: No

How do you identify and/or manage security-related incidents impacting your AI systems?

• Answer: We use logging to track AI usage and can also swap between models and providers if needed (i.e. in the event of a provider/company or model being flagged for security issues). AWS also offers assurance in their ToS that their Bedrock platform is secure.

For more information on Amazon Bedrock AI, please refer to the Amazon Bedrock FAQ.

Please reach out to your CSM or our Support Team with any additional questions.