Smart Account Assist Multiple Question Overview

Objective

Smart Account Assist offers an AI-generated summary of recent account activities, along with answers to critical questions such as "What are the potential risks?" or "What are the next steps?" This tool empowers sales representatives and managers to proactively pinpoint account risks and opportunities, determine appropriate next steps, and gain insights into recent developments.

Smart Account Assist operates at the account level, providing comprehensive insights tailored to individual account management needs.

Applies To

• Outreach Users

Overview

Handling Complex Questions

Users often combine multiple questions together, such as:

"Were any competitors mentioned (name 1, name 2, name 3)? Please provide the date of activity and specify if it was in an email or call. Also, mention if the sentiment towards the competitor is positive or negative and what they would like to do about the competitor."

This kind of long, combined question is hard for the system to understand — it might answer only part of it and skip the rest.

Smart Account Assist has been improved to better handle long or complex questions. It now:

1. Breaks complex questions into smaller, easier-to-understand parts
2. Retrieves accurate information for each part individually
3. Combines the results into a single, coherent response for clarity and completeness

Example

Original question:

"Were any competitors mentioned (name 1, name 2, name 3)? Please provide the date of activity and specify if it was in an email or call. Also, mention if the sentiment towards the competitor is positive or negative and what they would like to do about the competitor."

Gets split into:

1. Were any competitors mentioned (name 1, name 2, name 3)?
2. What was the date of the activity and was it in an email or a call?
3. What was the sentiment (positive/negative) and what did they want to do about the competitor?

Each question is processed individually to ensure accuracy, but the output is delivered as a single, unified response that addresses all parts of the original query.

Frequently Asked Questions

General

What AI technology does the Smart Account Assist feature use?

Smart Account Assist uses Azure OpenAI services from Microsoft to create embeddings based on account activity data, which are used to generate responses to questions using generative AI technology. With Azure OpenAI, customers get the security capabilities of Microsoft Azure while running the same models as OpenAI.

The Assist button does not show up on my Account page.

Make sure your Admin has enabled this feature for you.

What data does Smart Account Assist use to generate responses?

Smart Account Assist uses up to 10 last meetings/calls and 80 emails to generate a response. Users without the Kaia meeting license are limited to the last 10 voice calls and 80 emails.

Is Smart Account Assist available only in English?

Smart Account Assist uses Large Language Models (LLMs) which are designed and tested to understand and generate text in English. The LLM models do support other languages and can generate results in different languages; however, the accuracy and quality of results in languages other than English is not guaranteed in the initial scope.

Governance and Security

Is Smart Account Assist optional to turn on?

Yes. Smart Account Assist is optional. Only Admins have control to turn it on or off at the org level or user level via governance profiles.

What data is shared and with whom?

Smart Account Assist uses Azure OpenAI by Microsoft. Microsoft has no access to Outreach or Outreach's customer data, and customer data is not incorporated or used to train Azure OpenAI models. Smart Account Assist calls Azure OpenAI Service for two purposes: (1) creating embeddings based on activity data, and (2) generating responses to questions based on those embeddings.

Outreach has opted out of content filtering and abuse monitoring, so Microsoft has no access to Outreach's data. Customer data is not shared with other customers, nor is it incorporated or used to train Azure OpenAI models.

Where and how is the data stored?

Smart Account Assist uses the same storage mechanism (Amazon Web Services) used for storing Prospects, Accounts, Emails, and other customer data. The same security and privacy measures apply. Customer data is not stored in Microsoft Azure.

Can the data be deleted on customer request?

Yes. The data is stored in Amazon Web Services (AWS) and can be deleted upon request through the compliance service.