Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- Which AI tools are you using right now?
- How are you currently using these tools and AI in your role more broadly?
- How has using AI changed your role?
- What do you wish AI could do to help you in your role that it can't currently do?
- For someone in CS who hasn't started using AI at all yet, what advice would you give them?
- Where or how do you keep up to date with AI developments in CS?
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Aug 2, 2024 02:19 PM
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Jul 31, 2024
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As part of our new “AI in Action: Customer Support and Success Stories” bite-sized interview series, we sat down with Senior Customer Success Manager from a Workforce Analytics SaaS,Megan Taylorto talk AI, and learn how she uses it every day help her improve her messaging but wishes it could go a few steps further...
Which AI tools are you using right now?
How are you currently using these tools and AI in your role more broadly?
I use them most when putting together responses that I have a strong feeling about.
For example, I might be worried or desperate to have a client renew, but I don’t want that to come across in my email. I might be frustrated with a client based on past interactions, but I wouldn’t want emotions to get in the way of the main message. I frequently use AI to rewrite emails and messaging for me.
“I frequently use AI to rewrite emails and messaging for me.”
How has using AI changed your role?
I am positive I am not using AI for its full potential and I am excited to see how this can change in the future! Currently I use AI strictly for rewriting messaging.
What do you wish AI could do to help you in your role that it can't currently do?
I wish AI could look at ALL the data we have for customers -Choruscalls, license numbers adjusting, subscriptions, location, basically every possible data point to help guide actions and reactions.
I know our company has our own internal machine learning which was developed in-house and is constantly changing in order to predict churn score.
“I wish AI could look at ALL the data we have for customers - Chorus calls, license numbers adjusting, subscriptions, location, basically every possible data point to help guide actions and reactions.“
For someone in CS who hasn't started using AI at all yet, what advice would you give them?
Think about what it is that you areideallyhoping to achieve with all interactions and communications.
As far as messaging goes, write out everything.
Think about that like a draft or brainstorming.
Then use AI to craft the perfect delivery using whatever your goal might be. “Make this email persuasive and considerate” as an example. Or, “shorten this email to communicate xyz…”
“Think about what it is that you are ideally hoping to achieve with all interactions and communications.”
Where or how do you keep up to date with AI developments in CS?
I was on a webinar recently with a woman who runs an AI company. She said that even if you dedicate time every day to stay on top of what AI has to offer, you will ALWAYS be behind.
“I was on a webinar recently with a woman who runs an AI company. She said that even if you dedicate time every day to stay on top of what AI has to offer, you will ALWAYS be behind.“
I’ve started using AI because my colleagues do, they find tools to use day-to-day, but I am certain that I am not even scratching the surface as far as potential goes.
I think it is probably difficult to finely tune AI across organizations simply because I am sure that data integrity (and data sets) would most surely drastically across organizations.
