Get Started with Customer Success AI

NOTE: As generative AI continues to evolve, CS AI features may occasionally generate content that is incorrect, biased, or even harmful. We encourage you to think of content produced by CS AI as a solid starting point that you should be prepared to modify to suit your specific needs. Additionally, in an effort to ensure Personally Identifiable Information (PII) is not exposed to our generative AI partners, ChurnZero uses natural language processing to identify and remove PII before we send prompts (you can read more about this here). Even with these safeguards in place, you should always use your best judgment when it comes to the information you leverage while using CS AI features. 

Customer Success AI (or CS AI for short) uses generative artificial intelligence (AI) to create content from user prompts. Generative AI uses learning algorithms to look at human-written text from a wide variety of sources. It then uses that information to create content that matches user input.

At the top of your screen, near your alerts and user profile icon, you will see the CS AI button. Click that button to open the CS AI window.

In the CS AI window, you can enter your own queries or you can choose from a wide selection of prompts to get you started. Click the Shuffle button for a new selection, or search prompts by category. Then, click on the prompt you would like to use. 

CS AI can help you craft a wide range of responses. You can use it to help create emails, newsletters, announcements, call scripts, and more. You can also use CS AI to generate useful strategies by asking it to give you ideas. In the example below, watch as it generates some stepping stones for dealing with responding to an unhappy customer: 

Or let's say you want to improve your professional performance as a CSM: 

You will also see the CS AI button appear across the app in places like message review, content templates, and messaging play steps. If you get stuck. For more information: 

Keep in mind that, due to the way generative AI learns and functions, it may occasionally generate content that is incorrect, biased, or even harmful. You should NEVER include personally identifying information (such as full names, Social Security Numbers, or addresses) in prompts, refinement, or content. Always use your best judgment when it comes to the content the AI provides. Think of it as a starting point rather than a finished product, and be ready to edit the content to suit your specific needs.