Rolling out December 2024 to January 2025
The new Account Summaries are rolling out progressively to all customers between December and January.
Please contact us if you would like to see this feature turned on sooner for your account.
AI-Powered Summary Feature in Accoil
Account summaries distill complex engagement insights into clear, structured narratives tailored to each account. The summaries are accessible directly within the Accoil app and extend seamlessly into integrations with tools like Intercom, Jira Service Management (JSM), and other platforms, adapting to user preferences for maximum utility.
Key Features of the AI-Powered Summary Tool
1. Insight-Driven Summaries
Accoil leverages its proprietary analytics to generate tailored insights based on user behavior, engagement patterns, and account activity. While the AI translates these insights into human-readable summaries, the insights themselves are fully data-driven and pre-validated within Accoil.
2. Customizable Summary Styles
The Preferences button allows users to select the tone and style of summaries (e.g., formal, casual, concise). These preferences apply not only within the Accoil app but also extend to integrations such as Intercom and JSM, ensuring consistency across platforms.
Examples of styles by Team
Marketing - Short: Emphasizes engagement trends and segment-level insights to inform campaign targeting.
Example Use Case: Identifying active users or segments for targeted feature adoption campaigns.
Sales - Long: Provides detailed engagement trends, adoption rates, and key user activities for a full account overview.
Example Use Case: Preparing for quarterly business reviews or creating comprehensive sales strategies.
Customer Success - Long: Offers a holistic account view, including adoption progress, engagement trends, and user-level insights.
Example Use Case: Strategic planning for renewals or upsell discussions during account reviews.
Customer Support - Short: Summarizes recent user activity and engagement highlights to inform quick responses.
Example Use Case: Resolving a user inquiry with context about recent actions or issues.
This flexibility ensures that summaries align with user-specific needs, from high-level overviews for executives to more detailed analyses for account managers.
3. Transparency with Raw Insights
Every AI-generated summary links back to the raw data and insights that inform it. Users can explore the foundation of each summary, verifying trends, metrics, and engagement patterns directly within Accoil. This feature ensures that summaries are not only actionable but also transparent and trustworthy.
4. Two-Pass Generation and Verification Process
To ensure reliability:
First Pass: AI generates an initial summary using insights from Accoil’s analytics.
Second Pass: The summary is verified against the raw insights to confirm accuracy and relevance.
This process ensures summaries are free from errors or misrepresentation, making them a dependable tool for decision-making.
5. Seamless Integration Across Platforms
Summaries are available wherever you access Accoil, whether within the app or through integrations like Intercom and JSM. By mirroring preferences set in the app, these summaries adapt to the platform while maintaining a consistent format, ensuring ease of use and clarity.
6. Data Privacy and Security
Accoil prioritizes data security by:
Excluding sensitive identifiers (e.g., account names, usernames) from the AI generation process, replacing them with placeholders.
Partnering with AI services contractually prohibited from using customer data for training models.
How to Configure Summary Preferences
Access the Preferences modal
Navigate to an account and click the Preferences button in the Account Summary section.
Select the desired prompt style (e.g., Formal Prompts, Concise Prompts).
Impact on Integrations
Once set, your summary style preference will apply across integrations like Intercom and JSM.
Example: Selecting “Concise Marketing Focussed” ensures quick, actionable summaries in both Accoil and other integrated platforms.
Tailoring for summaries
Select a style that reflects your needs (e.g., formal summaries for sales reports, concise summaries for support tickets).
Why Use AI-Powered Summaries in Accoil?
For Sales Teams
Identify key opportunities and risks within accounts.
Use clear, actionable insights to prepare for account reviews or sales pitches.
For Customer Success Teams
Quickly spot accounts at risk of churn or those with growth potential.
Address activation gaps by focusing on specific metrics like feature adoption or engagement scores.
For Product Managers
Understand feature adoption trends and segment performance.
Leverage data to prioritize enhancements based on user behavior.
For Customer Support Teams
Respond efficiently to user inquiries by viewing account summaries directly within support tools like Intercom.
Frequently Asked Questions (FAQ)
Q: How do AI summaries work with integrations?
A: Summaries generated in Accoil reflect the chosen style and are synchronized across integrations like Intercom and JSM. This ensures a consistent experience regardless of the platform.
Q: Can I trust the accuracy of AI summaries?
A: Yes. Summaries undergo a rigorous two-pass generation and verification process. Additionally, users can view the raw insights behind each summary to validate the contents of the summary.
Q: What happens to sensitive account information during the summarization process?
A: Identifiable information, such as account names and usernames, is not sent to the AI engine. Placeholders are used, and this data is merged back into the summary only when viewed by an authorized user.
Q: Can I customize the focus of AI summaries?
A: Absolutely. Use the Preferences feature to adjust the style of summaries to match your specific needs.
Q: Are AI summaries the only way to access engagement insights?
A: No. Summaries provide a high-level overview, but all raw data and insights are fully accessible within Accoil for detailed analysis.
Summary
Accoil’s AI-powered summaries are designed to empower users by simplifying complex engagement data into clear, actionable narratives. The ability to customize summary styles, coupled with full transparency and robust security measures, ensures that users across functions can confidently rely on Accoil to drive decisions, streamline workflows, and improve user engagement. Whether accessed within the Accoil app or through integrations like Intercom, these summaries bring clarity and consistency to account data, helping teams work smarter and faster.