Generative AI Can Disrupt the B2B Post Sales Space - New Staircase AI Report Shows

Not a day goes by that we don’t hear about generative AI. Will it take your job? Will it keep children from learning in school?

Amidst many of the questions about this newly popular technology, are the startups that have been championing large language models pre-mainstream popularity.

There are many companies that are not simply overlaying with Chat GPT or Open AI, but creating original AI that focuses on innovating (or disrupting) specific areas of business.

If you’ve ever interacted with a chatbot in the pre-sales or customer service arena, you’ve had a touch with what is possible.

In fact, Octane AI has been around for years using early generative AI solutions to personalize Shopify customer service.

Every business, every department, and every stage of the customer experience has the ability to be impacted by generative AI.

This includes a new focus on B2B post-sales. It is a space ripe for disruption as a new survey found that 62% of post-sales execs said their CS playbooks are inaccurate or irrelevant, wasting CS teams’ time.

There is a reason “only one-third of CS teams choose to use CS platforms.” Herein lies an opportunity for AI and Generative AI in particular to flip this outdated system.

“Tools like ChatGPT often generate answers or responses that are inconsistent or wrong because they lack knowledge or context relating to the topic in question. This raises some valid doubts over Generative AI’s capabilities as a stand-alone solution that can replace human intuition. So how can Generative AI help post-sales teams achieve success in an efficient and scalable way?,” said Ori Estis, co-founder and CEO of Staircase AI.

His company is the first to break into new areas of using customer analytics to train its AI Responder. This is a far cry from the traditional way of using rule-based automation and templates for post-sales.

The ability to tailor responses based on customer feedback or context derived from historical interactions.

Other findings from the report include:

• Despite the availability of multiple CS platforms, CS leaders are still looking for better solutions for managing their customer accounts.

• Almost half of the B2B businesses today are still using project management tools to implement their CS playbooks.

• More and more CS leaders and teams are finding their playbooks to be partially or totally inaccurate when constantly used.

Through the evolution of Customer Success 2.0, AI can help companies trigger playbooks that are far more accurate and far less dependent on manual processes and CRM data.

CS teams need to be efficient, proactive, and productive. The power of AI is helping achieve just that. With over half of CS leaders (53%) finding CS platforms lacking, it only makes sense to find a better way, fueled by original technology.