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Transcript: Talking to your CISO
- Want your CISO to approve your AI agent faster?
- Well, the biggest mistake that I've seen is bringing them in too late.
- So before you ask for sign off, try to explain three things.
- First, what the AI agent does.
- Second, what actions it may take.
- And third, what customer data it touches.
- This changes the conversation from can I trust this AI agent to how can I deploy this AI agent safely?
- And it's much more likely to land with a yes.
Transcript: Expanding CS
- We think about traditionally, support was maybe this more reactive place where customers would go and you would answer their question, then you'd be done.
- And a CSM is a relationship manager.
- You might have an expansion manager, whatever it might be.
- And I think that between support and success, what we're finding is that as we're sort of taking away the I always like to call it automating the ******** that line between where support is able to go to and where success is really starts to blur.
- We're not thinking necessarily about what is this person's role versus this person's role in sort of passing customer around.
- We're just able to sort of help them in the best way possible, which I think is the most important thing.
Transcript: Certs and compliance
- Do not let AI certifications overwhelm you.
- When evaluating an AI agent, the security review is actually quite the same as any other security review that you would do for any other piece of software.
- It's about security, it's about privacy and how customer data is being handled.
- The AI part of the security review is actually quite small.
- It starts when you when you look at hallucinations, prompt injections, and how often the AI agent gets tested.
- So get your fundamentals right and then start looking at the AI risks later.
Transcript: Qualify leads everywhere
- What I sort of realized through our support work is that there's actually opportunities to qualify everybody at different points within their sort of customer journey, right?
- We sort of use Clay to sort of qualify folks, and we were able to sort of expand that to different parts of our customer journey.
- So if someone's in the support queue and they ask us for a demo, we can do that same qualification.
- If somebody is talking to a growth strategist, we can understand that on the support team and get them assigned to the right person very quickly.
- And so it's sort of this idea that qualification doesn't just have to be sort of in that beginning of the journey.
- It sort of happens everywhere.
- So if somebody asks Finn for a demo, it does the same workflow of seeing if they're qualified, and if they are qualified, who they should be talking to, and routing, and all of that.
- I think that's just indicative of thinking much larger about the customer journey as opposed to just kind of boiling it down to individual pieces at different parts and sort of siloing those different pieces.
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