Has AI Changed What "Customer Success" Actually Means?

AGASTYA SHARMA

Traditional Customer Success measures adoption, engagement, and renewals.

 

With Rovo embedded across Jira, Confluence, and Trello, should success instead be measured by the quality of decisions AI enables?

 

If AI becomes part of every workflow, should Customer Success optimize for business outcomes rather than product usage?

 

How do you think organizations should define AI success over the next few years?

Rebekka Heilmann (viadee)

I agree that AI Adoption cannot be purely based on Credits used or people reached. For Agents, you can already see thumbs up/down ratings and only Agents that are genuinely helpful should stay active. That way, the number of Agents eventually will reflect successful implementation rather than just Agents created.

Note: This is not really a Question but rather a discussion, best suited for the discussion forum: Atlassian AI & Rovo - Atlassian Community