The signals that actually precede churn — what health scores hide, and what we keep learning from the conversations teams can't afford to miss.
GPT-5 ranked our benchmark accounts at 0.75 AUC reading raw conversations, and at 0.93 reading the distilled evidence from the same accounts. One model, one change, and the change was to the input.
support qaA weight on a QA criterion is a bet about what matters to the customer, and almost nobody checks the bet. How to test a scorecard against what the account did next.
promise-experience gapThe gap between what a customer was promised and what they experience is recorded in two systems that do not reference each other. A manual audit for reading the support queue against the sales narrative, and where the evidence already lives.
Customer IntelligenceStibo Systems and Accenture spent twenty-one pages on the data an AI agent needs before it acts. All of it describes what a customer is. None of it describes how the relationship is changing.
Customer IntelligenceEvery governance answer for AI agents so far is a permissions answer: OAuth, RBAC, scoped tokens, audit logs. All of it describes the request. Almost nobody is specifying what the response contains.
Customer IntelligenceWe pre-registered a churn benchmark, with success bars committed before the test data existed, then ran GPT-5, Claude Opus 4.8, Gemini 2.5 Pro, DeepSeek, Kimi K2, and GLM-4.6 against our own engine on a frozen 200-account corpus, publishing the results and the data to check them.
Customer SuccessYour support team watches accounts drift toward the exit every week: in flattened tone, repeat tickets, and CC lines that go quiet. A field guide to seven signals in the queue, and the evidence to pull for each one.
Customer SuccessEvery tool in your stack holds a piece of the customer's story. Nobody holds the whole thing. What fragmentation looks like inside a CS org, why it happens, what it costs, and a self-assessment you can run this week.
Customer SuccessThe renewal that died was lost in a sales call customer success never heard, months before the QBR where anyone noticed. The evidence of the gap was sitting in two teams' tools the whole time.
Customer IntelligenceA risk score nobody can trace is just an opinion with a number on it. The next question after any signal has to be 'show me where.' Most CS tools can't answer it.
Customer SuccessThe account that churns rarely surprises the people who held the pieces. It surprises everyone because nobody held all of them. That's a fragmentation problem, not an understanding problem.