NiceAI webinar recap: Introducing our first NiceAI features

We hosted our first NiceAI webinar to demo the new AI features we’ve created and walk customers through our approach to AI. AskNicely’s head of Product Marketing, Lena Hesselgrave, introduced the team presenting before handing the webinar off to Chief Product Officer, Paul Shingles and Director of Customer Success, Reagan Nickl. 

Nine in 10 CX leaders in a Deloitte study said they were confident AI has the potential to improve customer experience, yet in the same study, only three in 10 said they use AI often. Our goal is to help our customers start using AI in valuable ways to improve their feedback collection and the experiences they can offer their own customers. Our webinar detailed the first steps we’re taking to be a leader in this space. If you missed the live webinar you can catch up on everything the AskNicely team covered below, and watch it for yourself. 

What is NiceAI?

Before the team shared specifics on the new features, Paul took a few minutes to share the philosophy AskNicely used to create these AI features. “NiceAI is not a product, it’s not a feature, it’s more of a philosophy or way of deploying new technology into the AskNicely platform,” Paul said. “We wanted to come up with a philosophy of how we would make things easier for our customers.”

There has been a bit of an AI boom that has prompted some businesses to create AI features for their products that aren’t necessarily adding value for the customer. This is something the teams at AskNicely took great care to avoid, instead opting to utilize AI only in ways that add significant value for customers. “It’s about taking a tool and making use of that tool to make the product better, but the product itself is the thing that needs to shine,” Paul said. 

At the same time, there was an emphasis on creating AI that helps support the earned growth flywheel at AskNicely, too. That flywheel is made up of the five stages of customer experience management: collecting, responding, assessing, transforming, and growing. The goal is to eventually deploy AI features that operate in each part of the flywheel, starting with the three below. 

Dynamic surveys

The first NiceAI feature the team covered was the new dynamic surveys. Built to help collect deeper and more valuable insights, dynamic surveys can adapt in real time to ask your customers follow-up questions. 

The AI can intervene in the moment to intuitively respond to your customers and engage them with follow-ups, all in a tone that matches your business and keeps empathy at the forefront. No need to wait for a second survey or a follow-up conversation from an account manager, the AI can adapt to ask those follow-ups quickly and easily. This helps you collect more valuable insights that can help drive decision-making around the customer experience.

AI insights

The next feature Reagan covered was AI insights. Designed to help condense feedback, identify trends, and highlight patterns, this feature is aimed at saving customers time so they can focus on their team and their customers. 

AI insights can summarize data from a period of time that customers can set, and can even hone in on certain trends with the “pivot field” option. Reagan conducted a live example of this during the webinar. He chose a window of six months and asked the AI to specifically look at trends among the customer success managers. The AI was able to pull out themes and trends highlighting ease of use, customer service, business value, and even highlighted specifics about certain team members. Not only can this help managers see where their teams are thriving, it can call out important areas for improvement. 

AI moderation

It can be difficult to find the value in feedback that is phrased in an offensive or upsetting way. And sometimes, feedback comes in that’s based on frustration or emotions, rather than constructive recommendations. That’s why we made the AI moderation feature that can rephrase unconstructive feedback into helpful insights, fostering a positive team environment and finding value in every comment. Rephrasing the unproductive or colorful feedback can help bring focus to actionable insights and improve team response to challenges. 

During the webinar, Reagan demonstrated how this moderation feature works, detailing how messages are adjusted by the AI and how the original message can be viewed if necessary. “Really helpful, especially for teams that are frontline dependent where you have a lot of individuals working with your customers, we want to make sure that that feedback feels safe and it’s also constructive,” Reagan said. 

How to start using NiceAI

These three features are now available in AskNicely, please reach out to your customer success manager for information about whether they are part of your plan, and for information about how to use them. We hope they can save you time so you can focus on your customers and create high-quality experiences. 

Watch the webinar below: