Renewal risk and next-best action
Monitor account signals, explain renewal risk, and queue a bounded retention action for approval.
What this workflow does
Monitor account signals, explain renewal risk, and queue a bounded retention action for approval. It evaluates fresh signals against a defined baseline, suppresses weak alerts, and creates an owned task only when the evidence crosses an approved threshold.
What you gain
Cited renewal-risk brief
What the AI agent changes
How this worked before
Threshold alerts fired on isolated numbers and created noise because they did not understand context or prior decisions.
What the AI agent changes
The agent keeps context over time, checks several signals, explains what changed, and recommends a bounded next step.
Agent trigger
A renewal enters the configured horizon or a risk threshold changes.
Inputs
- Usage, support, billing, and relationship signals
- Renewal terms and approved playbooks
Agent flow
- 1
Refresh account health evidence.
- 2
Separate observed signals from inferred risk.
- 3
Recommend a bounded action and owner.
- 4
Create the approved task and monitor response.
Human decisions
After step 3
CSM approves risk interpretation and customer action.
Outcome
- Cited renewal-risk brief
- Approved retention task
Guardrails
- No autonomous discounts or contract changes.
- Suppress alerts without fresh source data.
Risks and mitigations
A biased score may trigger unnecessary pressure on healthy customers.
Expose factors, evaluate by segment, and make customer contact human-approved.
Sources and evidence
Sources establish feasibility or impact. Not every metric comes from an identical implementation.