If you’ve spent any time around a sales department, you’ve heard of Gong. It’s earned its reputation as a beast in conversation intelligence, helping sales teams analyze their calls and close more deals. For what it’s built to do, it’s a fantastic tool.
But now that AI is popping up everywhere, other teams are starting to eye those same tools. If you’re in customer support, success, or IT, you might be looking at the Gong AI notetaker and thinking, "Could this work for us?" This article is for you. We’re going to take an honest look at what Gong’s AI notetaker is, what it’s great at, and where it just doesn’t make sense for teams outside of sales.
So, is the undisputed champ of sales intelligence the right tool for automating support or managing your team’s internal knowledge? Let’s dig in.
What is the Gong AI notetaker?
First thing you need to know: the Gong AI notetaker isn’t a standalone product. It’s a core feature baked into the much larger Gong Revenue Intelligence Platform. Think of it as one key instrument in a big orchestra that’s been tuned to play one specific type of music: sales.
Its main job is to automatically join your meetings on platforms like Zoom, Google Meet, and Microsoft Teams, where it records, transcribes, and analyzes the whole conversation. After the call, it provides a few things that are incredibly useful for sales reps and their managers:
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Accurate transcripts: It captures the conversation and is smart enough to figure out who said what.
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AI-powered summaries: It condenses long calls into key topics and highlights, so you can get the gist without having to re-listen for an hour.
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Action items: It picks up on next steps and tasks discussed during the call, which makes follow-ups a whole lot easier.
Everything about its design is aimed at a single goal: pulling intelligence from sales calls to help forecast deals, coach reps, and drive revenue. It’s built to understand the lingo of sales, not the tricky details of a support ticket or an IT help request.
Key features: Why sales teams love the Gong AI notetaker
To really get why it falls short for support, it helps to see why Gong absolutely dominates the sales world. It’s way more than a fancy voice recorder; it’s a tool that fundamentally changes how sales teams work.
Deep conversation and deal intelligence
This is Gong’s bread and butter. It doesn’t just hand you a wall of text; it gives you insights you can actually use. The platform breaks down conversations to look at sales-specific metrics, like the talk-to-listen ratio, how many questions a rep asked, or whether pricing came up at the right moment.
It can also track when competitors are mentioned and even flag specific keywords you’ve told it to listen for. The "Deal Intelligence" feature is a huge win for sales leaders, as it automatically flags deals that might be at risk based on what’s being said (or not said) on calls. For a sales manager, that’s basically a superpower.
A powerful library for sales coaching and onboarding
Every call Gong records is saved and indexed in a searchable library. This creates a goldmine of a resource for training new hires and coaching the team. New salespeople can skip the awkwardness of shadowing live calls and instead learn from a curated playlist of the company’s best-ever discovery calls or negotiation tactics.
Managers can stop giving vague feedback and start getting specific. They can point to the exact moment in a call where things went off the rails, leave a time-stamped comment, and share it directly with the rep. It makes the whole coaching process data-driven and much more effective.
Seamless CRM and workflow integration
Gong’s connection with CRMs like Salesforce is incredibly tight. After a call wraps up, it automatically logs the activity, a link to the recording, the summary, and key notes right where they belong in the contact or deal record.
This saves reps a mountain of admin work. They can spend their time building relationships and selling, knowing their CRM is being updated in the background. For a busy sales team, getting rid of that manual data entry is a massive productivity boost.
The hidden costs and limitations of the Gong AI notetaker for non-sales teams
Gong is a premium tool with a premium price tag, and its whole model is built around the high-stakes world of closing deals. When you start to look at it from the perspective of a customer support or IT team, some pretty big limitations and hidden costs start to surface.
Pricing and rigid annual contracts
Let’s talk about the price, because it’s a big hurdle. Gong doesn’t list its pricing publicly, but user reports point to a model that’s tough for non-revenue-generating teams to justify. It usually kicks off with an annual platform fee of around $5,000, plus a per-user license that can cost anywhere from $1,300 to $1,600 per person, per year.
There’s no free trial to see if you like it, no self-serve signup, and no flexible monthly plan. You have to go through their full sales process and lock yourself into a hefty annual contract right from the start. For a support team just trying to prove the value of a new tool, that’s a huge barrier.
"All-or-nothing" bundle you can’t escape
You can’t just buy the Gong AI notetaker. You have to purchase the entire Gong Revenue Intelligence Platform. That means you’re paying for a whole suite of features designed for sales leaders, like deal forecasting, pipeline analytics, and revenue prediction, that are completely irrelevant to a support team.
It’s like buying a Formula 1 car when all you need is a reliable sedan to get to work. You’re paying a fortune for a high-performance engine you’ll never actually use. For a support team focused on resolving tickets efficiently, it’s a lot of expensive dead weight.
A specialized tool built exclusively for sales workflows
This is the real deal-breaker. At its core, Gong is a specialized tool built exclusively for sales workflows. Its AI only speaks one language: sales. It learns from calls, and that’s about it. It has no idea how to learn from the places where a support team’s actual knowledge lives, like your thousands of past support tickets, help center articles, internal wikis in Confluence, or process documents in Google Docs.
Since its knowledge is limited to calls, it can’t answer a customer’s technical question or troubleshoot a complex support issue. Its job is to analyze a sales conversation to spot a deal risk, not to find a solution for a frustrated user.
The right tool for the job: An alternative for support and IT
This is where using the right tool for the right job really matters. While Gong is busy analyzing sales calls, a platform like eesel AI is built from the ground up to solve the specific problems that customer support, ITSM, and internal knowledge teams face every day.
For support teams, context is everything
Gong learns from calls. On the other hand, eesel AI learns from what actually helps a support agent. It connects directly to your helpdesk to analyze thousands of your past tickets, picking up on your brand’s voice and most common solutions from day one. It also securely plugs into your entire knowledge ecosystem, including your help center, macros, internal wikis on Confluence or Notion, and procedural guides in Google Docs.
This deep, contextual understanding allows eesel AI to give fast, accurate, and relevant answers to support questions, not just a high-level summary of sales objections.
Move from analysis to true automation
Gong is a tool for analysis; eesel AI is a platform for action. It’s designed not just to understand conversations but to actually resolve issues on its own.
With products like the eesel AI Agent, you can automate your frontline support right inside your helpdesk. The AI can handle common questions, triage new tickets by adding the right tags, and even perform custom actions through API calls, like looking up an order status in Shopify or checking an account in your internal database. This gets you beyond just taking notes and into the world of real, time-saving automation.
Go live in minutes with transparent, predictable pricing
Forget about long sales calls and confusing enterprise contracts. eesel AI is built to be completely self-serve. You can sign up, connect your helpdesk with a single click, and start simulating the AI on your past tickets in minutes, all without talking to a salesperson.
The pricing is transparent and straightforward, with flexible monthly plans you can cancel anytime. There are no surprise per-resolution fees that punish you for doing well. This approach lets you start small, prove the tool’s value, and scale up with confidence, knowing your costs won’t suddenly get out of hand.
| Feature | Gong AI Notetaker | eesel AI |
|---|---|---|
| Ideal Use Case | Sales & Revenue Teams | Customer Support, ITSM, Internal Q&A |
| Core Function | Call Analysis & Deal Intelligence | Autonomous Resolution & Agent Assist |
| Primary Knowledge | Recorded Sales Calls | Past Tickets, Help Center, Docs, Wiki |
| Setup Process | Requires Sales Demo & Onboarding | Fully Self-Serve, Live in Minutes |
| Pricing Model | Opaque, Annual Contract | Transparent, Monthly or Annual Plans |
| Key AI Action | Identifies deal risks | Resolves tickets, looks up orders, triages |
Choosing the right AI for your team’s needs
The Gong AI notetaker is an exceptional tool, but it was built for a very specific job: helping sales teams win more deals. It’s a top-tier product that’s amazing at analyzing sales calls and delivering insights that help drive revenue.
For teams in customer support or IT, it’s simply the wrong tool for the job. The high cost, bundled sales-only features, and inability to learn from support-specific knowledge sources make it an impractical and overly expensive choice.
These teams will get much more value, a faster return on their investment, and better-aligned features from an AI platform built just for them. A tool that understands the language of support and is designed to automate resolutions, not just analyze conversations.
Next steps
If you’re looking for an AI solution that gets support workflows, connects to your helpdesk in one click, and delivers automation you can trust, don’t just take our word for it.
Simulate eesel AI for free on your historical tickets or book a demo and see your potential resolution rate and ROI in minutes.
Frequently asked questions
Unfortunately, no. The notetaker is an integrated feature of the larger Gong Revenue Intelligence Platform, so you must purchase the entire suite. This includes many sales-focused tools that teams outside of sales don’t typically need.
Its AI is trained to understand sales conversations, focusing on things like deal risk, pricing objections, and competitor mentions. It lacks the context from support tickets and help docs needed to understand or help resolve technical customer issues.
No, its knowledge is limited to what it hears on recorded calls. It cannot connect to or learn from your written knowledge bases like Confluence, Google Docs, or your helpdesk, which is critical for support teams.
Gong’s pricing isn’t public, but it involves a significant platform fee (often starting around $5,000/year) plus per-user licenses (typically $1,300-$1,600/user/year). This model is designed for high-value sales teams, not most support department budgets.
Gong does not offer a self-serve free trial for its platform. To evaluate the software, you must go through their formal sales process, which usually involves multiple demos and leads to a mandatory annual contract upon purchase.
