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Churn Risk

Churn Risk estimates the likelihood that the customer may churn (cancel, switch providers, reduce usage) based on the conversation content.

  • Dropdown: Low / Medium / High / Unknown
  • Optional supporting fields:
  • Churn Risk Reason (text)
  • Evidence snippets (text)

Configuration overview (tenant view)

  1. Create/verify Custom Field(s)
  2. Churn Risk (dropdown)
  3. Optional: Churn Risk Reason (text)
  4. Enable the prebuilt Churn Risk AI Task (or create a tenant task).
  5. Configure filters:
  6. focus on retention-sensitive conversations (support cancellations, billing disputes)
  7. Test and calibrate with stakeholders.

Prompt recommendations

  • Define what signals “High” vs “Medium” vs “Low”
  • explicit cancellation intent
  • competitor mention
  • repeated unresolved issues
  • strong negative sentiment + unresolved outcome
  • Require “Unknown” when insufficient evidence
  • Require explanation referencing transcript evidence

Example JSON format

{
  "churn_risk": { "value": "High", "explanation": "Customer threatened to cancel due to repeated billing issues." },
  "churn_risk_reason": { "value": "Billing issues and cancellation intent", "explanation": "Customer said they will cancel if billing is not fixed." }
}

Common use cases

  • Supervisor triage: Review high-risk conversations for immediate follow-up
  • Retention team workflow: Route high-risk customers to retention specialists
  • Executive dashboards: Track churn risk trends as a leading indicator

Churn Risk Dashboard

Figure: Churn Risk dashboard showing distribution and trend.