The best Customer Success teams don’t just respond to customer needs, they anticipate them. They know when adoption is accelerating, when sentiment is shifting, and when expansion is within reach. They show up to check-ins prepared with insights that showcase value and drive business objectives forward.
As portfolios grow and customer expectations rise, delivering proactive insights at scale becomes increasingly important. However, signals often get buried in product data, support queues, and survey results, creating a risk of delayed signals and missed opportunities.
This is where Ambient agents can change the game. These AI agents continuously monitor your customer ecosystem and act the moment something important happens, whether it be surfacing risks, highlighting opportunities, and automating routine tasks.
For CS leaders, the impact is clear:
- Stronger retention and growth: Churn signals caught early and upsell windows not missed
- Scale with confidence: Every account has an opportunity to receive proactive, personalized engagement
- More strategic CSMs: Your team spends less time assembling data and more time building trust and furthering their objectives
With Ambient agents built through Moveworks, proactive Customer Success at scale isn’t just a vision, it’s starting to become a reality today.
Why consider Ambient agents for Customer Success teams?
Ambient agents are AI assistants that act proactively. They monitor customer signals in the background, interpret them, and take the next step automatically. Unlike reactive systems (which wait for a user prompt), Ambient agents trigger workflows as soon as relevant changes occur and can keep a human-in-the-loop to ensure business processes are followed to a tee.
In Customer Success, this means product usage spikes, onboarding delays, or waning sentiment immediately get flagged. The agent acts the moment these signals emerge, taking the heavy lifting of discovery off your team and guiding them toward the right next steps.
Download our playbook on how to deploy AI agents: A step-by-step guide to deploying AI agents that drive real impact, built around user needs and embedded in everyday workflows.
The opportunity
Even with modern CRMs and analytics platforms, CS teams face challenges:
- Reactive engagement: Insights often come only after a customer reaches out with a problem
- Manual detective work: CSMs spend hours pulling data across tools before a customer meeting
- Scalability bottlenecks: High-touch engagement is reserved for top accounts, leaving long-tail customers underserved
Ambient agents remove these barriers by creating a foundation of proactive intelligence that keeps workflows moving.
Unpacking how Ambient agents work
Foundational to Moveworks’ Ambient agents are system triggers, combined with a process:
- System triggers are real-time signals emitted by the tools and systems your organization already uses, like Jira, Salesforce, Workday, or ServiceNow — they are the eyes and ears of the proactive enterprise
- The process is the brain and hands, interpreting signals and determining the path forward. Once triggered, the Ambient agent will evaluate what needs to happen to execute workflows from start to finish. The Ambient agent may choose to:
- Leverage LLM reasoning – make decisions, interpret context, generate or summarize content
- Perform system-level actions – parse files, make API calls, update records, or trigger workflows
- Engage human-in-the-loop oversight (when needed) – route tasks for review or approval when confidence is low or human judgment is required
Ambient agent use cases for Customer Success teams
Here are select Ambient agents that can transform Customer Success operations.
Upsell Signal Detector
When product usage hits licensing limits or adoption expands across teams, the agent surfaces the opportunity instantly. CSMs are equipped with context including usage data, support history, sentiment as well as draft outreach emails to accelerate expansion conversations.
Impact: Prevents missed revenue opportunities and enables every customer conversation to be timely and value-driven.
Support Ticket Investigator
When a high-priority ticket is raised, the agent jumps in instantly. It categorizes the issue, checks for active incidents, searches past resolutions, and even attempts to reproduce the problem. The findings are delivered as a concise summary inside the ticket, complete with relevant history and next steps.
Impact: Eliminates hours of manual investigation, accelerates time-to-resolution, and ensures support teams focus directly on solving, not searching.
Customer digest
Ahead of key milestones like QBRs, the agent compiles a digest of customer signals, including product feedback from tickets, sentiment trends, community chatter, and usage patterns. Instead of manually piecing together insights, CSMs receive a ready-to-share summary highlighting what’s working, where friction exists, and opportunities for expansion.
Impact: Equips Customer Success teams with a holistic customer narrative, enabling more strategic QBR conversations.
How Ambient agents differ from other AI agents
There are three AI agent types:
- Action agents execute commands when prompted (“Update this record”)
- Aggregation agents gather and summarize information (“Show me this customer’s usage”)
- Ambient agents anticipate needs, acting without being asked — they notice, interpret, and trigger workflows, helping ensure that automated actions are governed, auditable, and trusted
This proactive layer is what allows CS teams to stay ahead rather than play catch-up.
Getting started with Ambient agents for Customer Success
- Identify your signals: Where do risks or opportunities hide today (product data, support tickets, surveys)?
- Pick high-impact workflows: Start with repetitive but business-critical processes like onboarding or renewal prep
- Choose the right platform: Look for enterprise-grade security, low-code AI agent builders, LLM-powered reasoning, and human-in-the-loop capabilities
- Pilot and refine: Deploy to a subset of use cases, measure outcomes, and iterate before scaling
The future of Customer Success with Ambient agents
As workloads grow, CS teams can’t rely solely on reactive tools or manual effort to drive sustainable scaling motions. Ambient agents provide a reliable way to deliver the proactive, personalized engagement that customers expect across every account.
With Ambient agents, leaders can:
- Reduce churn by spotting risks early
- Capture every upsell and expansion opportunity
- Ensure CSMs spend time on relationships, not spreadsheets
The future of Customer Success isn’t just more data. It’s smarter action, taken the instant it’s needed. With Moveworks Agent Studio, you can start building these Ambient agents today.
We’ll be diving into AI agents applied to different business domains.
Roll-up-your sleeves and build Ambient agents? Sign up for one of our AI Agent Hackathons coming to a city near you.
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