Customer Success operations are foundational for today’s enterprise.
An enterprise’s engagement with customers occurs in various ways (omni-channel) inclusive of email communications between stakeholders, multiple actors, across shared email accounts (e.g. support) and other email-centric avenues. In order to gain a 360 degree view of our communication interactions with a client that might inform the health of an account, AI can play a powerful role in achieving these valuable customer success insights.
In this demo, we spotlight an Account Manager’s aim of gaining cross-actor and cross-account insights specific to her customer’s risk profile or inherent opportunities to achieve CS outcomes. Amy uses her organization’s AI Agent (Claude in this example) to run a cross-actor and cross-email account AI query to obtain valuable customer success insights including a summary report that will allow her to prepare for an upcoming customer meeting.
Here's the demo and it leverages three key technology components:
- Claude AI
- Box’s Intelligent Content Cloud (Enterprise Advanced)
- the mxHERO Mail2Cloud Advanced (with Model Context Protocol)
Summary:
Not only does the AI perform using optimized email content powered by mxHERO (leveraging a multi-account and large context windows involving x000’s of emails), the source files that informed the AI’s response are also provided from the Box Intelligent Content Cloud as mxHERO automatically uplifted the email body, metadata and attachment source files right into Box.
- Claude enabled the Agentic AI UX for the end-user.
- Box Enterprise Advanced enabled the security, compliance, collaboration and links to the source email content placed into it via mxHERO’s Mail2Cloud.
- mxHERO Mail2Cloud Advanced provided an optimized Model Context Protocol and optimized vector enabling the AI output results. Voila!
Box and mxHERO: Better Together for Customer Success