June 2025 Meetups

June 12: Real Stories, Real Results: How Customers Are Unlocking Value with GenSearch

This was an interactive forum. Panelists were from Netsmart, Nelnet, Aria Systems, and Model N. They shared about the real-world impact GenSearch has had on their support operations—from faster resolutions to streamlined content discovery. Here are the highlights in question order of this customer meetup: 

1. How did you choose your pilot audience and test questions?

• Adam Allen (Netsmart) explained they targeted system administrators with client-facing content and used an end-of-year user group to demo GenSearch.
• Sarah Owings (Netsmart)  described alignment with their broader AI brand strategy and said GenSearch was part of a larger company-wide AI push. The timing with CXone’s rollout was ideal.

Rod West (Aria Systems): 

• Started testing with a list of FAQs.
• Then tested with support teams, incorporating their real questions.
• Plans to roll out to the public after a webinar on GenSearch + Knowledge Central.

Matt Adlai-Gail (Model N):

• Importance of keeping customer and internal use cases distinct.
• Needed to move fast to avoid overlap with internal AI tools.
• Model N customers rely on their Help Center as a single source of truth.

2. What content did you include/exclude for GenSearch?

Heather Tipton and Rebecca Turner (Nelnet) shared:

• Excluded archived and old release notes that led to outdated answers.
• Also excluded a niche set of custom client content that didn’t apply broadly.

Adam Allen excluded:

• All release notes and articles with large tables.
• Tables often caused errors or irrelevant results.

Rod West excluded:

• Old product documentation and add-ons that introduced conflicting or outdated instructions.
• Found that old features or third-party integrations confused GenSearch output.

Aliya Nadeeva (Model N) and Matt Adlai-Gail added:

• Used permissioning and tags instead of mass exclusions.
• Kept release notes but made them more filterable by release date using custom classifications and tags.
• Educated users via Pendo guides to search specific releases effectively.

3. How are you encouraging better search behavior?

Matt Adlai-Gail noted:

• Used in-app guidance and search validation prompts (e.g., minimum 20-character prompts).
• Believes user familiarity with AI in daily life will help shift behavior.

Aliya Nadeeva:

• Testing helped surface common mistakes like using too few words or not asking full questions.
• Video and in-app prompts educate users on better phrasing.

Sarah Owings:

• GenSearch helps bridge gaps between technical staff and clinical/financial end users.
• Envisions it improving communication and reducing inefficiencies.

Adam Allen:

• Encouraged: “You don’t need full sentences; keywords still produce decent results.”

Heather Tipton:

• Coaches users to use action + context (e.g., “Add a customer record for SIS platform”).

Rod West:

• Uses prompt refinements to guide behavior.
• Plans a webinar to help users improve search phrasing.

4. What refinements did you make to your content?

Rod West:

• Focused on API content. Reworded over 500 articles to clarify specific API names and reduce hallucination.
• Standardized article structure to support GenSearch understanding.

Aliya Nadeeva:

• Testing surfaced gaps in permissions and article quality.
• Surfaced video transcripts as hidden HTML to be picked up by GenSearch.

Matt Adlai-Gail:

• GenSearch helped bring older legacy content back to life by summarizing kernels.
• Moved LMS guides and videos into Help Center for better AI visibility.

Sarah Owings:

• Sees GenSearch as a “spotlight” that will surface stale or irrelevant content—fueling stronger collaboration with SMEs and stakeholders.

5. What did your launch process look like?

Sarah Owings:

• Leadership had a strong appetite for innovation.
• Support from the COO made momentum easier.
• Expects GenSearch to help with ticket deflection and internal alignment.

Rebecca Turner and Heather Tipton:

• Heather’s visibility at an all-directors meeting helped secure executive buy-in.
• Their cross-functional collaboration (operations + marketing) helped with content and presentation.
• Used internal rollout and survey feedback to build confidence before July launch.

Matt Adlai-Gail:

• Emphasized importance of cross-functional collaboration (support, product marketing).
• Gave their AI Help Center a name, integrating branding into the process.

Rod West:

• Preparing for broader AI integrations by aligning GenSearch with their future agentic AI offerings.
• Keeping everything tightly aligned now for bigger rollouts later.

6. What’s your GenSearch name?

• Rod West: Internally called it “AI Summarizer,” but may align with their AI brand “Billy” in the future.
• Sarah Owings: Chose “Otto” to match existing AI personas used in other tools.
• Rebecca Turner & Heather Tipton: Currently using “HubHelp AI” but may rebrand with executive input.

7. How long did you test before launch?

• Rebecca Turner: 6–8 months of testing with a small editor group before expanding to internal users in April.
• Aliya Nadeeva: Enabled in sandbox in January, tested with pro members, support, and product documentation teams. Internal rollout followed 2–3 weeks of testing before moving to early adopters.

8. Final words of advice

Rod West:

• Don’t let perfection block progress.
• Ignore AI naysayers—GenSearch is far better than “good enough.”

Sarah Owings:

• “Just start.” Even if you start small, the momentum will build.
• You’re only 6–8 months behind the early adopters; reach out and ask for help.

Heather Tipton:

• Interested in sharing and learning from others’ GenSearch explainer videos.
• Suggested future community collaboration around resources.

June 26: From Connection to Action: Mastering Touchpoints and APIs for Smarter Workflows

Presentation by Mike Gisi,  Senior Technical Customer Success Agent

Customer Meetup Highlights:

Touchpoints Overview

Touchpoints are embeddable tools that extend the reach of your Expert site into other systems and webpages. They’re easy to configure and useful for:

• Customer engagement (e.g., contextual help in product interfaces)
• Agent enablement (e.g., CRM integrations)
• Technical validation and product adoption

Common Types Covered:

• Search Bars: Embed a search bar that redirects users to your Expert site.
• Contextual Help: Display targeted content as overlays or inline sections without leaving the current experience.
• CRM Integrations: Enables agents to search or create articles directly within platforms like Salesforce, SAP C4C, and Zendesk.

APIs Overview

Mike provided a walkthrough of how APIs can help automate tasks and improve efficiency:

• APIs enable systems to exchange data and trigger actions like updating users or publishing content.
• They’re ideal for bulk operations, syncing data, or connecting Expert to external systems like analytics tools.

Key Use Cases Discussed:

• Updating large numbers of users (activate, deactivate, change roles) using Postman and Excel sheets
• Viewing full site structure or pulling specific content directly through API calls
• Enabling tools like Pendo to collect user group and activity data for targeted in-app messaging

Demonstrations Included:

• Running browser-based GET requests to retrieve users, pages, and site structure
• Using Postman to batch update users via API calls with a pre-formatted collection
• Explanation of how tokens work, when to use them, and how to keep them secure

Product and Roadmap Updates

• A fix is coming to ensure reused content in GenSearch reflects the most recent updates from source pages automatically
• GenSearch is being integrated into CRM touchpoints in upcoming releases
• Additional GenSearch support in other touchpoints is planned for future development

Access and Setup

• If you're on a legacy MindTouch contract, Touchpoints and API tokens may need to be purchased separately
• NICE contract customers have access to unlimited Touchpoints and tokens
• Your CSM can help you understand what's included in your contract and how to get started

Final Notes

• Documentation and API guides are available in the Success Center
• A reusable Postman collection for user management is available—reach out if interested
• This session was designed to give a foundational understanding. Follow-up sessions or deeper dives may be available based on customer interest