If you’re looking to improve customer AI in your day-to-day customer success operations, the recent buzz on Reddit might have caught your attention. In one r/CustomerSuccess thread, user “smith1432” asked how generative AI was being used to automate a company’s CS processes—specifically focusing on producing detailed notes from customer calls and generating actionable points. Multiple commenters chimed in, discussing everything from Chorus AI for call transcriptions to People.ai for risk identification. The consensus? Automatically summarizing meetings may save a bit of time, but it doesn’t solve deeper process issues. Unless your team has a clear plan for acting on those AI-generated insights, you’re simply polishing your existing inefficiencies.

Below, we’ll delve into how to improve customer experience in a truly meaningful way—by addressing the root causes of disorganized workflows and ensuring AI becomes a strategic tool rather than a glorified note-taker.

The Core Problem with “Notes First”

When it comes to how AI can improve customer experience, many companies think it starts with automating the “busy work”—transcribing Zoom calls, logging bullet points in Slack, or populating meeting minutes into a CRM. Yes, that is productive. But if your internal processes are broken—no accountability, no follow-up system, or no single source of truth—then those neatly generated transcripts will pile up without driving real change.

In the Reddit thread, one user jokingly said, “It’s funny how AI is hyped but at best it’s useful for notes.” Another pointed out that even if you capture perfect transcripts, you need a robust process for turning action items into real outcomes. That’s how you truly improve customer experience: by using technology to implement strategic follow-ups, highlight churn risks, and create data-driven workflows that keep your customers engaged.

How to Use AI to Improve the Customer Experience

So, how to use AI to improve the customer experience if not by note-taking alone? Here are three key areas to focus on:

1. Proactive Risk Alerts
   • Instead of just archiving call summaries, use AI tools that analyze data patterns—like usage drops or negative sentiment—to flag at-risk accounts. That way, your Customer Success Managers (CSMs) immediately know where to intervene.
2. Automated Escalations
   • Tools like People.ai or Gainsight can do more than capture calls; they can trigger tasks for product teams or sales reps whenever specific red flags pop up. For instance, if an enterprise account mentions a crucial missing feature, the AI can create a request ticket automatically.
3. Predictive Engagement
   • When exploring how does AI improve customer experience, a key advantage is anticipating user needs. By examining usage behavior or historical support tickets, AI can prompt your team to reach out with tailored content or offers before a customer even realizes they need help.

All these steps emphasize action over mere documentation—a vital shift if you want to truly improve your customer AI strategies.

Why Automating Summaries Alone Fails to Improve Customer Experience

How Does AI Improve Customer Experience Beyond Call Notes?

Using large language model engines in Customer Support is primarily used to capture transcripts. That alone isn’t enough to improve or even measure progress if your CS organization lacks follow-up protocols. So how does AI improve  your customer experience beyond call notes?

• Contextual Insights: AI can aggregate data from emails, Slack channels, and Zoom calls, spotting patterns even the best humans might miss—like repeated references to a competitor’s product.
• Ownership & Accountability: If your tool automatically assigns tasks or reminders, you ensure that no bullet point gets lost in the daily shuffle.

By shifting focus toward real-time alerts and meaningful cross-functional tasks, you’ll see how AI can help improve the customer experience across your entire organization—rather than simply generating transcripts nobody reads.

Improve Customer AI Through Strategic Processes

How Can AI Improve Customer Service?

One of the repeated questions we hear is “How can AI improve customer service?” The answers tie back to your underlying process. Here’s how:

1. Intelligent Prioritization: AI can rank support tickets or customer inquiries by urgency or potential revenue impact. Instead of letting your CSMs get bogged down in minor issues, you route the biggest fires to the front of the queue.
2. Self-Service Options: Chatbots or AI-driven FAQ sections can handle common issues automatically. Freed from repetitive tasks, your CSMs can tackle deeper, more strategic customer conversations.

By answering how can AI improve customer service with real, outcome-focused solutions, you’ll do far more to improve customer AI than just capturing phone calls ever would.

Real-World Examples from r/CustomerSuccess

People.ai for Risk Identification

One user shared how they use People.ai’s SalesAI assistant to glean insights like call topics, risk indicators, or next steps. This goes beyond note automation; the AI actively suggests who to contact and what to say. Thus, it demonstrates how ai can improve customer experience by cutting down on admin tasks while surfacing hidden opportunities or dangers.

Chorus AI and Gong

Another commenter mentioned tools like Chorus AI and Gong, which are known for generating meeting summaries and action items. Yet the conversation highlighted that these solutions only add value if integrated into a system where tasks are owned, deadlines are set, and managers follow up. This underscores how critical it is to have strong processes in place if you want to improve customer AI.

“Meeting Summaries Are Worthless Without Action”

Multiple users lamented that they have transcripts galore but no actionable traction. It’s a common theme: AI alone can’t fix broken structures. Emphasizing how AI can improve the customer experience means harnessing data to create immediate tasks and real accountability for next steps.

How Can AI Improve Customer Communication?

Beyond risk alerts and basic support, a major question is “How can AI improve customer communication?” In the r/CustomerSuccess thread, people discussed using AI to craft email replies or unify scattered Slack updates. But again, the real magic happens when AI:

• Understands Context: By referencing past interactions, AI can ensure your communications are consistent and personalized. If a client had a billing issue last month, the AI might remind you to acknowledge that in your next reach-out.
• Suggests Timing and Tone: Some solutions use sentiment analysis to advise whether your next message should be more empathetic, urgent, or educational, thus refining the customer’s experience of your brand.

That’s how AI transitions from mere transcription to truly improve customer AI usage—by enabling dynamic, context-aware exchanges that feel human, timely, and relevant.

Summarizing the Real Path to Improve Customer AI

How to Use AI to Improve the Customer Experience—Key Takeaways

• Shift from Notes to Action: Think about how AI can generate tasks, follow-ups, or risk alerts, rather than mere transcripts.
• Centralize and Automate: Keep your data in a single platform so that AI can highlight patterns and automatically assign accountability.
• Implement a Feedback Loop: Connect AI findings to product roadmaps, marketing strategies, and sales outreach. Don’t just let them sit in a doc.
• Measure Outcomes: Track metrics like churn rate, Net Promoter Score (NPS), or user adoption to see if your AI interventions are working—and adjust your processes if they aren’t.

Ultimately, how to use AI to improve the customer experience goes hand in hand with what underlying process ensures AI’s outputs lead to real outcomes. If your team invests in the latter, AI becomes a force multiplier; if you ignore it, AI becomes little more than fancy note-taking software.

How Kayako Turns AI Insights into Actionable Customer Success

This conversation about how to improve customer AI and avoid the trap of mere note-taking perfectly aligns with the philosophy behind Kayako’s evolving suite of features. While many platforms focus on generating transcripts, Kayako pushes AI usage further to address the core question: how does AI improve customer experience in a real, bottom-line-boosting way?

1. AI Suggested Responses and Self-Learning Mode
   • Kayako doesn’t just automate basic call summaries; it learns from closed tickets to suggest high-value responses. This reduces repetitive tasks, yes—but more importantly, it ensures your team has immediate access to best practices that drive real outcomes.
2. AI Ticket Summary and AI Ticket Assistant
   • Similar to popular tools like Gong, Kayako’s AI Ticket Assistant goes beyond summarizing conversation threads. It surfaces critical information—like sentiment trends or recurring issues—and helps your team improve customer AI usage by focusing on what truly matters: strategic follow-ups and customer-centric solutions.
3. Automation That Connects to Action
   • The upcoming features in Kayako’s roadmap (e.g., AI Audio Transcription and Summary, AI Incident Alerting) don’t just churn out data; they integrate with Kayako’s central platform. That means every insight or alert can be turned into a proactive task, seamlessly assigned to the right team member—eliminating the black hole problem of “notes without action.”

By blending these features with a sound process—ensuring that tasks are tracked, owners are assigned, and follow-ups are mandatory—Kayako helps you improve customer AI in ways that matter. It’s not about producing endless bullet points; it’s about leveraging AI to highlight risk signals, automate strategic outreach, and make sure nothing slips through the cracks.

Let AI Uncover Insights, Then Make Them Count

AI-driven note-taking might save a few minutes here or there, but the real power to improve customer AI lies in surfacing actionable insights that truly enhance the customer journey. Whether you’re automating risk alerts or shaping personalized follow-ups, remember: an automated transcript is only as valuable as the process that supports it.

That’s the essence of Kayako’s approach. By focusing on AI’s potential to detect churn signals early, provide strategic suggestions, and integrate deeply with your existing support infrastructure, Kayako transforms AI from a fancy notepad into a real-time partner for your CS team. So, instead of simply giving you better meeting transcripts, Kayako’s AI features ensure that every insight leads somewhere productive—making a tangible difference in how you serve, retain, and delight your customers.