Today's customer success (CS) team is closer to sales than ever.
In the past, customer success managers (CSMs) focused on ensuring clients felt supported and didn't churn over time. But now if you’re a CSM, you have to work within the go-to-market (GTM) organization to drive more sales through upsells and cross-sells while also focusing on renewals.
That also means you’re strapped for time.
You can’t afford to waste hours searching for the right asset or 20 minutes drafting a simple support email. It’s time you had the tools to be more productive and efficient in your role.
This is where AI-powered enablement tools come into play. With CSMs in mind, we’ve detailed seven ways GenieAI can change how you work for the better.
Use case #1: Access information on the fly
We've all accumulated hours searching for the right content asset in our drives or asking our colleagues to send it to us (which wastes their time). It's a vicious cycle.
When you’re dealing with customers, you need access to the right information — fast. So what if you could go straight to the source and “talk” to your content instead?
Example:
Bigtincan’s SearchAI lets you type in a natural language question like, “How do I troubleshoot X part of Y product?” and get specific answers. The AI searches your entire content library, crunches the data, and strings together an answer to offer to customers.
Not just that. You also get links to the reference documents so you’re sure it’s not hallucinating.
But what if you want to dig in further? That’s where Genie Assistant comes in. You can get into the weeds of a topic by interacting with the chat-based interface.
Whether you want to ask more follow-up questions to tailor responses for your customer or dig up a few more resources, it lets you do that and more.
For example, if you have a 30-page presentation and don’t have time to go through it, ask Genie Assistant to summarize the top takeaways. And if something’s unclear, just ask it to clarify. This way, you have more confidence in your answers — and customers will be more satisfied with your responses.
Use case #2: Draft emails in seconds using internal data
It’s common to have a library of pre-approved templates for emails. You likely either use one of these canned responses or write one from scratch. While one method doesn’t feel too personalized, the other just results in a waste of time if you’re not a natural writer.
There’s also a good chance you might miss out on important details — especially if you haven’t had the time to go through the new GTM assets or knowledge center updates.
Example:
Use Genie Assistant to do the heavy lifting for you. Let’s say you want to provide a walkthrough for a new product feature. Ask the assistant to draft an email response. Then, refine it using prompts like, “Make it less technical so that a layman can understand it,” or “Explain it to me like I’m 5.”
You’ll draft emails in minutes — giving you back your time and letting you focus on more important things like building better customer relationships or working on at-risk customer accounts.
Use case #3: Create training and enablement courses in minutes
Many agents and CSMs also need to create training content to help customers understand how to use a product properly. These presentations also work well for onboarding new CS members or bringing existing agents up to speed on new features. But creating presentations and video content can get pricey.
It’s completely normal to spend thousands of dollars (and hundreds of hours) on these types of content. And you’ll also have to deal with:
- Long feedback cycles
- Multiple retakes for audio/video
- Adding accurate closed captions
- Translating manually into multiple languages
But you don’t have to do that anymore.
Example:
Avoid these issues using AuthoringAI to create accurate training and enablement presentations in minutes.
Here’s how it works:
- Input your recorded course content or ask Genie Assistant to surface a few notes
- Generate realistic human-sounding audio for presentations
- Automatically add closed captions and slide notes
- Translate slide notes and audio into ~30 languages
You can even clone your own voice and let AI do its magic. It’ll use your voice to generate the audio for the presentation.
Plus, all of these materials can be edited, giving you more flexibility. You can refine the output as much as you like to ensure it meets your internal communication guidelines.
Use case #4: Practice your customer interaction skills in private
A Vitally report found that while 65% of customer success managers (CSMs) speak to their clients at least once a month, only 42% have a truly collaborative relationship with them.
Achieving that kind of relationship boils down to solid communication skills. But most CSMs struggle here because they don’t have the right tools or resources.
Often, practice sessions look like this: an agent stands and speaks in front of a room full of people — each with their own opinion on what they need to improve. And you may not have the time to give them direct, objective feedback regularly, making it hard to get better.
What you need is a tool that removes the subjectivity (and fear) from the process.
Example:
Using RolePlayAI, reps can practice their skills as many times as they want with an AI agent.
Let’s say a rep had a bad experience on a recent customer call and wants to know how to de-escalate similar customers in the future. They can just set up a scenario and chat with the tool.
Because reps get real-time feedback from the AI and the responses depend on what they say — no two interactions are the same.
We recognize that English may not be the only language you, your agents, or your customers speak. And the way we communicate in different languages impacts tonality and choice of words. So, you can roleplay in 10 different languages and build confidence in each one.
Ultimately, your reps can practice in a safe environment for as long as they want. And everyone gets a consistent training experience that’s devoid of subjectivity.
Use case #5: Get objective feedback on your customer service skills
Many agents don't feel supported enough in their jobs. In fact, a Salesforce report found that 56% of workers experienced burnout while 65% of agents said their cases are more complex than ever. On the other hand, 69% of service decision-makers say that agent attrition is a challenge.
These facts speak to a larger issue at hand. Agents don’t have the resources to do their job well. Yet there’s mounting pressure to perform despite things getting harder.
As a manager, you might lack the time to give agents constructive feedback. In some organizations, this means they’re judged only at the time of performance reviews — which could happen once a quarter or even less frequently.
So, how does an agent improve and stay up-to-date? Through regular practice and feedback, of course — with a dash of AI.
Example:
Bigtincan’s CoachingAI lets your agents use a “Practice mode” to test their skills and get in-depth feedback. All they have to do is record themselves, and the AI analyzes the recording.
Using the feedback, CSMs can help them create a roadmap for improvement or you can role-play interactions yourself.
Now, agents don’t have to worry about “bugging their manager” and can access on-demand coaching if needed.
Use case #6: Translate content into 30 languages in minutes
$1,800. That’s what it costs companies these days to translate just ONE five-minute presentation.
Think about the hundreds of assets across your internal database that need to be translated/localized now. You do the math — it’s not pretty.
Instead of spending hundreds of thousands of dollars on translation and localization, you can create these presentations using AuthoringAI.
Example:
If you create content in the primary language, let the AI handle the rest of it. AuthoringAI translates the content into one of the 30 available languages in our database.
You can also generate narration using realistic human-sounding speech or clone your own voice for better results.
You get fully narrated presentations in minutes — without spending months finding agencies to do this for you.
Use case #7: Managers get detailed training reports for each agent
On the other end of the spectrum, managers don't have the time to train every agent in their team.
You may have time for an onboarding session and monthly 1:1s. But if you’re managing 5, 10, 20 agents? There’s only so much time in the day. You have other responsibilities too, making it hard to keep up with your team's performance. So, use AI to crunch the numbers.
Example:
Using Conversation AI built into Meetings, you can stay on top of your team’s performance all the time.
The beauty of the capability is that it integrates with Microsoft Teams. So, every call gets captured, analyzed, and reported on within a centralized dashboard.
In one screen, you’ll have everything you need to know. Which agent is struggling with de-escalation? Which agent needs to improve their tone or wrap-up time? It’s all in there.
Also, each call gets a specific engagement score, giving you a granular and 30,000-foot view of an agent’s performance. If needed, you can click into individual calls for more context so you can offer a clear performance review.
These individual calls come with:
- AI-generated call summaries
- Tone of voice analysis (similar to CoachingAI)
- Full call recordings
- Transcripts that let you jump to specific sections
As a result, you identify issues as soon as possible and get insights into individual agent performance. Instead of spending hours, if not days analyzing this data, it’s all done on the back end for you.
Use AI to unburden your CS teams
While AI has been a long time coming, there aren’t many purpose-built tools for CS teams these days. Your agents need something that’ll take the load off while helping them improve.
GenieAI can do all that and more. It lets you:
- Provide faster, more accurate support to customers
- Create better training and onboarding processes
- Improve communication skills and customer interactions
- Deliver consistent experiences across multiple languages
- Gather in-depth insights into team performance
But at the end of the day, here’s what really matters: you’ll end up with happier CS agents AND more satisfied customers.
Ready to truly support your CS team? Schedule a demo to see what GenieAI can do for them.
