Churn Insights

What is Churn Insights?

Churn Insights helps you identify customers, users, or accounts at risk of leaving before they actually churn by analysing what they say in support conversations.

Instead of relying only on lagging indicators like renewals, usage drop, or CSAT, Churn Insights continuously scans customer conversations to detect early warning signals such as frustration, disappointment, recurring issues, or negative shifts in tone.

You can view the exact conversation that triggered the churn risk, with direct access back to your helpdesk for quick intervention.

The goal is simple: spot risk early, understand why it exists, and act while there is still time to change the outcome.

How Churn Risk is calculated

Churn Insights is powered by AI analysis of customer conversations. It looks at:

Language and sentiment expressed by customers
Recurring themes or issues within conversations
Signals linked to dissatisfaction or weakening relationships
Trends over time, not just single messages

Each customer, user, or account is then assigned:

a Conversation Risk score (how risky recent conversations are)
a Weighted Score (overall churn risk, factoring in impact and signal strength)
a list of Detected Signals explaining why the customer is flagged

This ensures the risk is explainable, not a black box.

B2B and B2C Support

Churn Insights supports both B2B and B2C businesses.

Depending on your business model, Isara automatically adapts how churn risk is displayed:

B2B companies will see companies or accounts that are at risk of churning.
B2C companies will see individual users or customers that are at risk.
Businesses supporting both B2B and B2C customers will see separate views for each.

When both models are present, Isara automatically distinguishes between:

Users linked to a company or account standalone users not associated with a company
This allows teams to analyse churn risk separately across company accounts and individual customers through dedicated tabs and views.