At GoCardless, we’re committed to staying at the forefront of innovation, and our recent launch of the GoCardless Story Bot exemplifies this commitment. As the Customer Advocacy team, our primary objective is to accelerate conversations and campaigns that drive revenue for the business. However, with an extensive library of over 80 customer stories and more than 500 associated enablement assets, navigating this vast content to find the most relevant material for customer conversations was a time-consuming challenge.
Recognizing the need for an innovative solution, we collaborated with stakeholders across the organization to develop the GoCardless Story Bot, an AI-powered tool that automates the navigation and filtering of our customer story library. Powered by NotebookLM through Google Gemini, this groundbreaking internal tool harnesses the power of AI language models to provide relevant story recommendations for any identified use-case in under a minute.
The Story Bot’s capabilities allow GeeCees to search for and recommend stories by criteria such as vertical, partner, specific metrics, region, and product.
Accelerating Sales Conversations
The Story Bot’s impact on our sales and customer success teams has been immediate and significant. By streamlining the process of finding relevant customer stories and associated metrics, the bot has slashed the time required for this task from an average of 11 minutes down to just 36 seconds. This remarkable efficiency gain empowers our teams to have more productive conversations with prospects and customers, ultimately driving revenue growth.
Rapid Adoption and Positive Feedback
The demand for this innovative tool was evident from its launch week, where the Story Bot saw 54 individual users conducting 139 queries. The positive feedback from our teams has been overwhelming, with comments like:
“This is a huge efficiency saver and fantastic showcase of AI at GoCardless to support driving revenue impact in a quicker and more effective way!”
“An awesome tool that has been built to speak in the language that AEs & CSMs will engage with and feed them relevant real-life customer examples.”
“I’ve tried and tested a few queries in the bot, it’s been a huge time saver for me, and it’s really accurate when recommending stories. It will be my go-to place when I need a specific case study.”
Maximizing Asset Utilization
By streamlining content discovery, the Story Bot directly supports our goal of maximizing the utilization of our existing assets. With our extensive library of customer stories and enablement materials, ensuring these valuable resources are being fully leveraged is crucial. The bot’s ability to quickly surface relevant content ensures that our teams can effectively utilize these assets in their customer conversations, ultimately contributing to our influenced bookings targets.
Driving Revenue Impact Through Innovative AI Solutions
The launch of the GoCardless Story Bot is a testament to our commitment to innovation and effective AI adoption. By leveraging cutting-edge technology, we’ve created a solution that not only enhances efficiency but also empowers our teams to have more impactful conversations with prospects and customers. As we continue to refine and expand the capabilities of the Story Bot, we’re confident that this innovative AI solution will play a pivotal role in driving revenue growth for GoCardless.
