Customer success software vendor Gainsight has announced the launch of Horizon AI, a new AI platform for optimising customer journey.
The platform powers three modules and a bot: CX Centre, Renewal Centre, Adoption Explorer, and Gainsight Sally.
Maksim Ovsyannikov, Executive Vice President of Products and Design at Gainsight, said:
“Investing in efforts that optimize each step of the customer journey is critical to delivering valuable customer outcomes and increasing NRR.”
“But businesses struggle to do this at scale given the tremendous breadth of customer, product, sentiment, engagement, and retention data available to them. Horizon AI is a first of its kind artificial intelligence platform which helps businesses harness this breadth of data to optimize customer journey management and is available with all features that Gainsight customers use today.”
Each of the platform’s modules deals with different stages of the customer journey. For example, CX Centre analyses customer surveys, emails, and call notes to extract data and pick out the most important signals.
Renewal centre is described as “a family of capabilities” that uses customer insights and sales data to predict renewals, churn and growth, while Adoption Explorer employs product usage data to help adoption or retain existing customers, as the name suggests.
Gainsight’s bot Sally allows teams to work around data within their preferred collaboration tools via simple conversational commands. The bot’s machine learning technology makes it smarter with each interaction.
The company says their customers have noticed “a huge improvement in their workflow” since the bot integration.
In October, Gainsight announced a record-breaking second quarter that brought in 50% year-over-year bookings growth.
