Churn Risk Analyzer

1import { relay } from "@relayplane/workflows";
2
3const result = await relay
4  .workflow("churn-risk-analyzer")
5
6  // Step 1: Analyze usage patterns
7  .step("usage-analysis")
8  .with("openai:gpt-4o")
9  .prompt(`Analyze usage patterns for churn risk:
10
11Customer: {{customerName}}
12Account Created: {{accountAge}} days ago
13
14Usage Data (last 30 days):
15- Logins: {{loginCount}} (previous 30 days: {{previousLoginCount}})
16- Feature usage: {{featureUsage}}
17- API calls: {{apiCalls}} (previous: {{previousApiCalls}})
18- Active users: {{activeUsers}} of {{totalSeats}} seats
19
20Behavioral signals:
21- Login frequency trend
22- Feature adoption decline
23- Seat utilization
24- API usage trajectory
25
26Risk factors (0-10 scale for each):
27- Usage decline
28- Low feature adoption
29- Seat underutilization
30- Engagement drop`)
31
32  // Step 2: Analyze support interactions
33  .step("support-analysis")
34  .with("anthropic:claude-3.5-sonnet")
35  .depends("usage-analysis")
36  .prompt(`Analyze support interactions:
37
38Recent Tickets (last 60 days):
39{{supportTickets}}
40
41Assess:
42- Ticket frequency and trends
43- Resolution time satisfaction
44- Escalated issues
45- Repeated problems (indicates frustration)
46- Sentiment in recent interactions
47- Mentions of competitors or alternatives
48
49Support health score (0-10):
50Higher = healthy relationship
51Lower = at-risk due to support issues`)
52
53  // Step 3: Score relationship health
54  .step("relationship-score")
55  .with("openai:gpt-4o")
56  .depends("usage-analysis", "support-analysis")
57  .prompt(`Calculate overall churn risk:
58
59Usage Analysis: {{usage-analysis.output}}
60Support Analysis: {{support-analysis.output}}
61
62Additional signals:
63- Payment history: {{paymentHistory}}
64- Contract renewal date: {{renewalDate}}
65- Executive sponsor engaged: {{executiveSponsor}}
66- NPS score: {{npsScore}}
67
68Calculate composite churn risk score (0-100):
69- 0-30: Low risk (healthy)
70- 31-60: Medium risk (monitor)
71- 61-85: High risk (intervention needed)
72- 86-100: Critical risk (likely churning)
73
74Provide score breakdown with key factors.`)
75
76  // Step 4: Recommend interventions
77  .step("recommend-actions")
78  .with("anthropic:claude-3.5-sonnet")
79  .depends("usage-analysis", "support-analysis", "relationship-score")
80  .prompt(`Recommend retention actions:
81
82Risk Score: {{relationship-score.output}}
83Usage Issues: {{usage-analysis.output}}
84Support Issues: {{support-analysis.output}}
85
86Customer Context:
87- Plan: {{planTier}}
88- ARR: {{annualRevenue}}
89- Industry: {{industry}}
90
91Suggest interventions:
921. Immediate actions (this week)
932. Short-term (this month)
943. Long-term relationship building
95
96For each action:
97- Specific tactic
98- Owner (CSM, Sales, Product)
99- Success criteria
100- Estimated impact on retention
101
102Prioritize by ROI and urgency.`)
103
104  // Step 5: Draft outreach message
105  .step("draft-outreach")
106  .with("anthropic:claude-3.5-sonnet")
107  .depends("relationship-score", "recommend-actions")
108  .prompt(`Draft personalized outreach from CSM:
109
110Risk Assessment: {{relationship-score.output}}
111Recommended Actions: {{recommend-actions.output}}
112
113Customer: {{customerName}}
114CSM: {{csmName}}
115
116Email should:
117- Reference specific usage pattern (show we're paying attention)
118- Offer value (training, best practices, feature walkthrough)
119- Ask open-ended question about their goals
120- Soft check-in on satisfaction
121- NOT mention churn or sound desperate
122
123Tone: Genuinely helpful, proactive partnership
124Length: 80-120 words`)
125
126  .run({
127    customerName: "Acme Corp",
128    accountAge: 245,
129    loginCount: 12,
130    previousLoginCount: 45,
131    featureUsage: JSON.stringify({ workflows: 3, webhooks: 0, schedules: 1 }),
132    apiCalls: 1200,
133    previousApiCalls: 8500,
134    activeUsers: 2,
135    totalSeats: 10,
136    supportTickets: ticketHistory,
137    paymentHistory: "On-time, no issues",
138    renewalDate: "2024-12-15",
139    executiveSponsor: false,
140    npsScore: 6,
141    planTier: "Professional",
142    annualRevenue: 24000,
143    industry: "Financial Services",
144    csmName: "Sarah Chen",
145  });
146
147// Update CRM and trigger alerts
148await updateCRM({
149  accountId: customer.id,
150  churnRisk: result.steps["relationship-score"].output,
151  recommendations: result.steps["recommend-actions"].output,
152  draftOutreach: result.steps["draft-outreach"].output,
153});
154
155// Alert CSM if high risk
156const riskScore = JSON.parse(result.steps["relationship-score"].output).score;
157if (riskScore > 60) {
158  await sendSlack({
159    channel: "@sarah.chen",
160    message: `⚠️ HIGH CHURN RISK: Acme Corp (score: ${riskScore})\n\n${result.steps["recommend-actions"].output}`,
161  });
162}

1// Daily churn risk check for all accounts
2import { relay } from "@relayplane/workflows";
3
4async function dailyChurnCheck() {
5  const accounts = await getActiveAccounts();
6
7  for (const account of accounts) {
8    const usage = await getUsageData(account.id, { days: 30 });
9    const tickets = await getSupportTickets(account.id, { days: 60 });
10
11    const analysis = await relay
12      .workflow("churn-risk-analyzer")
13      .run({
14        customerName: account.name,
15        accountAge: account.ageInDays,
16        loginCount: usage.logins.current,
17        previousLoginCount: usage.logins.previous,
18        // ... other parameters
19      });
20
21    const risk = JSON.parse(analysis.steps["relationship-score"].output);
22
23    // Store risk score history
24    await logChurnRisk({
25      accountId: account.id,
26      date: new Date(),
27      score: risk.score,
28      factors: risk.factors,
29    });
30
31    // Alert on score increase
32    if (risk.score > 60 && risk.scoreChange > 20) {
33      await notifyCSM(account.csm, {
34        account: account.name,
35        riskScore: risk.score,
36        recommendations: analysis.steps["recommend-actions"].output,
37      });
38    }
39  }
40}
41
42cron.schedule('0 6 * * *', dailyChurnCheck);