Key takeaways
At an AI Breakfast Panel hosted at the Google Cloud office in Tel Aviv, Ask-AI and Google Cloud brought together CX leaders from HiBob, Clarivate, and technology partners like InTeam Group Ltd. and DoiT to discuss one core topic: how to roll out AI in customer success that actually drives ROI.
For CX leaders exploring how to improve customer experience with AI, this event offered an unfiltered look at real-world implementation—from vision to metrics.
One of the most compelling stories came from Orly Gerassi Ganor, VP of Global GTM Revenue Operations at HiBob, who walked through the company’s journey using Ask-AI to scale service, reduce churn risk, and improve customer satisfaction.
Why HiBob Prioritized AI Customer Success
As HiBob’s agile HR platform scaled globally, so did the complexity of its internal knowledge. Support, Success, and Services teams were juggling scattered knowledge across Slack, Asana, dev docs, and community threads.
HiBob needed more than efficiency—they needed a smarter, AI-powered foundation to deliver consistent, confident customer experiences.
The Ask-AI “Ask Me Anything” Vision
Orly introduced a bold initiative: the "Ask Me Anything" model—a centralized AI assistant designed to:
- Consolidate tribal knowledge from every platform
- Empower agents with real-time, reliable answers
- Surface data-driven insights from support trends
- Enable self-service across channels
“I couldn’t really choose one place where we would all talk… So we’ll connect to all of them and ask in one place.” – Orly Gerassi Ganor
AI Customer Success Examples from HiBob
While many companies begin their AI journey with support automation, HiBob went further—using AI to improve professionalism, drive adoption, and reduce customer dependence on manual intervention.
Top AI use cases for HiBob’s Customer Success team included:
- AI-powered knowledge management for internal teams
- Real-time personalization via contextual answers
- Case deflection via AI-powered help center and community AI customer feedback analysis for continuous improvement
“The ROI of AI for CX wasn’t just on ticket deflection or time to resolution—it was also about CSAT and professionalism.” – Orly Gerassi Ganor
AI Implementation in Customer Success: Start Smart, Scale Confidently
HiBob followed a phased rollout, combining AI customer success implementation with tight stakeholder alignment:
Step 1: Align Legal and Leadership
Orly’s team started by ensuring compliance and executive buy-in early.
Step 2: Train the Model with Real-World Data
HiBob didn’t start from scratch. The team quickly trained the AI model using existing internal knowledge—Slack threads, dev docs, Asana tickets, and community posts. By leveraging what they already had, they accelerated implementation while still ensuring reliable answers from day one.
Step 3: Enablement and Adoption
This started with:
- Champion-led training programs
- Global enablement support
- Embedded dashboards to track usage by region and role
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CX Flywheel: From Internal Knowledge to Scalable Self-Service in Customer Success
One of the most strategic outcomes of HiBob’s Ask-AI deployment was the creation of a customer experience flywheel:
- Capture tribal knowledge
- Answer questions internally with AI
- Repurpose verified answers for customers
- Strengthen customer trust and retention
“The more we can share knowledge with our customers, the less they’ll need us. They'll feel like it’s true self-service.” – Orly Gerassi Ganor
Metrics That Matter: The Business Impact of AI in Customer Success
HiBob’s results speak for themselves:
What Not to Do in AI Customer Success Implementation: Lessons Learned from HiBob’s AI Journey
Orly shared one critical piece of advice:
“Don’t release AI too early. If people lose trust in the tool, they won’t use it again. Accuracy matters from day one.”
Final Takeaway: AI as a CX Multiplier
HiBob’s experience that was shared live at the Google Cloud AI Breakfast Panel is a blueprint for CX leaders asking how to improve customer experience with AI. From smarter internal search to AI-powered self-service, this case shows that it’s about focusing teams on what matters, delivering consistent value, and driving results at scale.
If you missed Orly’s talk at the Google Cloud AI Breakfast Panel and want to catch the full presentation on how HiBob scaled AI in customer success, watch it here:
Ask-AI helps CX leaders scale faster, reduce tickets, and build trust—without adding headcount. Get started with Ask-AI here.
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