Groundbreaking AI capability analyzes customer relationship dynamics to identify churn risks, revenue opportunities and strategic insights at scale.
ChurnZero, the AI platform and partner for customer growth, has launched Engagement AI, a transformative capability empowering customer teams to understand and manage the dynamics of customer relationships at scale. Powered by ChurnZero’s unique AI engine Customer Success AI™ (CS AI™), Engagement AI analyzes customer interactions for sentiment and key discussion topics, providing an unmatched level of risk and opportunity awareness across every account. Available on January 25, Engagement AI is the first in a series of AI “firsts” coming to ChurnZero in early 2025.
Engagement AI analyzes emails, surveys, meetings, and other customer interactions for nuances such as positive or negative sentiment, and needs discerned by topic analysis. These insights are distilled into a Relationship Score which feeds into ChurnZero’s health scores, dashboards, automated plays, journeys and alerts, and a new, account-level Relationship Map. Users gain a complete understanding of every customer relationship based on both the “what” of product-generated data and the “why” of Engagement AI’s relationship analysis.
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Engagement AI enables customer success managers to manage customer relationships more effectively, personalize engagements at scale, and surface risks and opportunities earlier. Leaders can fine-tune strategies based on sentiment and topic trends, such as excitement or frustration around a new feature. ChurnZero admins can customize Engagement AI to focus on different datapoints, topics, and keywords, and weight its scoring to support their objectives.
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“The best customer leaders already know that sentiment and relationship dynamics are critical to influencing customers toward value, renewal and expansion,” says You Mon Tsang, CEO and co-founder, ChurnZero. “But historically, this has been a manual process: slow, potentially biased, and hard to scale. With Engagement AI, you get those dynamics for every account you manage. It gives you a consistent and systematic edge in delivering value, building loyalty, and increasing revenue.”