Customer intelligence platform Staircase AI offers businesses the ability to better understand their customers, enabling them to make informed decisions based on hard data. Staircase AI Responder, the latest addition to its toolset, is a Generative AI-powered intelligent response solution aimed at supporting B2B post-sales teams.
The Staircase AI Platform
AI technology is more prevalent than ever before, and it is adding value to many industries, including customer intelligence. In Staircase AI’s case, it is used to help businesses build stronger human-customer relationships by collecting and analyzing the data businesses need for success. The platform then offers users the ability to:
- Track and act on sentiment trends
- Engage and track stakeholder KPIs
- Generate stakeholder alerts
- Identify and track customer chatter topics
Moreover, it does all of that while plotting customer experience on a live journey map to see customers’ real-life stories, along with actionable insights. It even integrates with communication channels to provide a more in-depth and comprehensive understanding of what customers are saying.
Staircase AI Responder
Staircase AI Responder is the company’s latest addition. It is primarily focused on supporting customer success teams and increasing productivity, which it does by helping teams stay in close contact with their customers without using too many resources.
It is currently the first of its kind, leaving Staircase AI to break new ground by using customer analytics to train its AI Responder. It represents a major change from the traditional way of using rule-based automation and templates for post-sales. Some of the unique features of Staircase AI Responder include:
- The ability to tailor responses based on customer feedback or context derived from historical interactions.
- Proactive identification and response to negative trends in the realm of customer engagement.
- Machine learning models that get to know customers based on a variety of factors, including sentiment scoring.
- Automatic identification of a response for brands to send to customers.
Staircase AI Responder cuts out a lot of the hassle, including the wait that used to be involved in going from customer to data to action.
According to Ori Entis, co-founder and CEO at Staircase AI, “Now, data can continuously track every interaction and address churn signals using AI — all before they escalate, and then create an appropriate response brands can choose to send.”
Additionally, co-founder and CTO Lior Harel said, “We no longer have to wait for customers to tell us they are unhappy. Our solution’s analytical capabilities identify both risks and opportunities to create accurate insights — and reach out to customers before they have to ask.”
Why It Matters
According to 82% of customer success professionals, playbooks are an essential part of any customer success team. However, only half have implemented them, and 62% of the professionals pointed out that playbooks are inaccurate, have irrelevant tasks, and are a waste of time. That makes things difficult for brands looking to improve customer success.
Fortunately, AI response-led tech provides the solution, disrupting existing post-sale methods, including rule-based automation and templates. By flipping the outdated system, it unlocks unlimited efficiency potential, with plenty more to come.
