Thanks to everyone who joined our Gong focus groups, especially Crystal Anderson, who shared such great insights and use cases (She's a Gong genius!).
Inspired by the group, I've set up the following three AI trackers as a starting point:
1. Customer: Quantified Business Outcomes - Flags when a customer shares a specific, measurable result they attribute to Ada (my company).
Prompt: Identify when the customer shares a specific, quantifiable result they attribute to using Ada. This must include a number, percentage, dollar amount, or measurable comparison (e.g., "before vs. after"). Examples: "We went from 20% to 58% automated resolution," "We saved 400 hours a month," "Our CSAT went up 12 points," "We deflected 3x more tickets," "We reduced cost per contact by $2." Include: specific metrics tied to resolution rate, deflection, CSAT, handle time, cost savings, agent productivity, containment rate, or volume handled. Exclude: aspirational goals ("we hope to reach…"), results attributed to other tools, and the Ada team or rep quoting metrics back to the customer — only flag when the customer themselves states the result.
2. Customer: Advocacy & Emotional Affinity Signals - Flags when a customer expresses strong enthusiasm for Ada that signals willingness to advocate.
Prompt: Identify when the customer expresses strong personal or organizational enthusiasm for Ada that goes beyond routine satisfaction. Look for language that signals they would be a willing advocate. Examples: "We love Ada," "Ada has been a game-changer for us," "I always tell people about Ada," "This is the best vendor relationship we have," "I'd be happy to be a reference," "I was just bragging about you to my CEO," "I recommend Ada to everyone," "We couldn't go back to how things were before Ada." Include: unsolicited praise, willingness to refer or recommend, statements about Ada being critical or indispensable, comparisons where Ada wins over previous solutions. Exclude: polite but generic pleasantries like "thanks, this is great" or "looks good" — the sentiment must be emphatic or specific to Ada's impact.
3. Customer: VP+ Stakeholder Engagement - Flags when a VP-level or above stakeholder is speaking on the customer side.
Prompt: Identify when the person speaking on the customer side holds a VP, SVP, EVP, C-suite, Director, Head of, or senior leadership title. Look for moments where they introduce themselves with their title, where their title appears in the meeting context, or where they reference their organizational authority (e.g., "as the person who owns our CX budget," "I report directly to our COO," "my team of 200 agents"). Include: any mention of VP, Vice President, Chief, Head of, Senior Director, or equivalent seniority. Exclude: Ada internal participants.
I've also set up a stream that filters conversations for Director+ level showing positive sentiment/strong ROI — these are our hottest leads for marketing engagement.
Hope this helps other Gong newbies like me!
