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Agents Retention Opportunity Intelligence Agent
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Retention Opportunity Intelligence Agent

Aggregates and analyzes customer data to prioritize retention cases and recommend targeted, high-impact interventions.

Retention teams often spend significant time manually compiling customer information, assessing sentiment, and determining which accounts need attention first. Fragmented data, inconsistent triage, and delayed recognition of customer risk slow response times and reduce the effectiveness of retention efforts.

The Retention Opportunity Intelligence Agent automates this entire process by unifying customer data from sources such as satisfaction scores, account profiles, product usage indicators, support tickets, email threads, and external feedback from social media or third-party surveys. It synthesizes structured and unstructured inputs into clear customer histories, performs sentiment and trend analysis, identifies risk shifts, and assigns priority levels to each case. Based on this intelligence, the agent recommends tailored interventions and automatically flags low-risk cases suitable for touchless resolution.

By replacing manual triage with systematic, data-driven prioritization, organizations achieve faster, more consistent decision-making and reduce operational workload. Teams benefit from actionable insights delivered upfront, enabling targeted, high-value engagement while improving productivity, cost efficiency, and overall retention outcomes.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Retention Opportunity Intelligence Agent:

New Retention Case Triggered


Account Name: Quantum Dynamics Inc.
Account ID: QD-884321
Annual Contract Value: $125,000
Renewal Date: 2024-09-15


Trigger Source: Manual Flag by Account Manager (Sarah Jenkins)


Initial Notes:
Received an email from David Chen, Director of Operations at Quantum Dynamics. He expressed frustration regarding the performance of our API integration following the Q2 platform update. This is the second time in three months he has raised concerns about integration stability. See email excerpt below.


Furthermore, their team logged a P2 support ticket (#78912) this morning related to data synchronization latency, which is still unresolved. Given their upcoming renewal in under 90 days, flagging this for proactive retention management is crucial.


Attached Data Snippet (Email Excerpt from david.chen@quantumdynamics.com):
"...Sarah, while we appreciate the new features, my team is again spending significant time troubleshooting the API connection. The data latency issues are impacting our reporting dashboards, and frankly, this is becoming a recurring headache. We need a more permanent solution before we can discuss our renewal."

Deliverable Example

Sample output delivered by the Retention Opportunity Intelligence Agent:

Retention Intelligence Report: Quantum Dynamics Inc.


Case ID: RC-2024-0542
Generated: 2024-06-18
Assigned To: Tier 2 Retention Team
CC: Sarah Jenkins (Account Manager)




1. Priority & Risk Assessment


    

  • Priority Score: HIGH (8.7 / 10.0)
    • 

  • Renewal Value at Risk: $125,000
    • 

  • Primary Risk Factors:
      

    • Negative Sentiment Trend: Sentiment score has dropped 45% over the past 90 days.
      • 

    • Critical Technical Issues: Recurring P2 support tickets related to core product functionality (API Integration).
      • 

    • Decreased Product Usage: Log data shows a 20% decrease in API call volume and a 15% decrease in user logins over the last 30 days.
      • 

    • Key Stakeholder Dissatisfaction: Direct negative feedback from a key decision-maker (Director of Operations).
      • 

    

    • 





2. AI-Generated Customer History Summary


Quantum Dynamics Inc. has been a client for three years. The initial two years were characterized by high product adoption and positive CSAT scores (avg. 4.5/5). The relationship inflection point occurred after the Q2 2024 platform update. Since then, they have logged three support tickets classified as P2 or higher, all related to API performance. Prior to this period, they had not logged any critical tickets. Their feedback on third-party review sites was positive 10 months ago but has seen no recent activity.




3. Sentiment Trajectory Analysis


The sentiment analysis maps a clear negative turn.


    

  • 6-12 Months Ago: Consistently Positive. Emails and survey feedback focused on feature requests and positive outcomes.
    • 

  • 3-6 Months Ago: Shifted to Neutral. Communications became more transactional, focused on bug reports and clarification questions following product updates.
    • 

  • Last 90 Days: Trended sharply to Negative. Keywords like "frustration," "recurring headache," "impact," and "troubleshooting" are now frequent in support tickets and email correspondence. This coincides directly with the two most recent API-related incidents.
    • 





4. Recommended Intervention Plan


Phase 1: Immediate Actions (Next 48 Hours)


    

  • Action: Escalate open support ticket #78912 to a Senior Integration Specialist.
    • 

  • Rationale: Demonstrates immediate attention to their most pressing technical problem.
    • 

  • Action: Account Manager (Sarah Jenkins) to schedule a call with the Director of Operations (David Chen) and a Senior Technical Lead.
    • 

  • Rationale: Acknowledge the issue at a senior level and establish a clear path to resolution.
    • 



Phase 2: Short-Term Plan (Next 1-2 Weeks)


    

  • Action: Conduct a full technical audit of their API integration and provide a detailed stability report.
    • 

  • Rationale: Proactively identify root causes beyond the immediate ticket to prevent future issues.
    • 

  • Action: Offer a 10% service credit for the next billing cycle.
    • 

  • Rationale: A tangible gesture to compensate for the disruption and rebuild goodwill.
    • 



Phase 3: Long-Term Strategy (Next 30-60 Days)


    

  • Action: Co-develop a QBR (Quarterly Business Review) focused on their specific business outcomes and showcase planned platform stability improvements.
    • 

  • Rationale: Realign the conversation from technical problems to strategic value, reinforcing the partnership ahead of renewal discussions.
    •

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