Churn Insights

Churn Insights

What is Churn Insights?

Churn Insights helps you identify customers 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.

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 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.