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CUSTOMER INTELLIGENCE AGENT — Q&A

Q: What does the Customer Intelligence Agent do? It runs daily at 10am, scores every customer across five dimensions, and flags which accounts are quietly deteriorating and which are ready to expand. Like every agent, it starts inactive. It scores, predicts, and recommends. Retention and expansion decisions stay with the CFO.
Q: How is the customer health score calculated? A composite score across five weighted dimensions: Scores are normalised to a cohort percentile rank rather than a fixed bar. A customer who has always paid on day 20 is not flagged. A customer who always paid on day 3 and now pays on day 20 is. Relative movement is what matters.
Q: What are the health tiers? Every playbook step is tagged as an agent action, an AM/CSM action, or a CFO decision. CFO decisions are logged with name and timestamp.
Q: How does churn prediction work? The churn predictor combines six signals:
  • Health score
  • Health score trend
  • Payment behaviour deterioration
  • Support sentiment
  • Engagement drop
  • Renewal proximity, which amplifies the other signals as the date approaches
Output for each customer: churn probability, predicted churn window, risk tier, recommended play, and intervention owner. Recommended plays: executive outreach, discount offer, product review call, technical review, or monitor.
Q: How do support tickets affect the score? Every ticket and reply is scanned for sentiment on ingest. Hostile or legal language triggers an immediate CFO and account manager alert and recalculates churn risk on the spot. You do not wait for the daily run. Score deductions decay over the 30 days after a ticket is resolved, so a single bad week does not permanently mark an account that recovered. See Support Intelligence for connector setup.
Q: How are expansion opportunities detected? The agent looks at usage against contracted limits, usage growth month over month, health score, payment health, and customer tier. Each opportunity is classified by type:
  • Seat expansion
  • Module upsell
  • Usage upgrade
  • Tier upgrade
  • Multi-year conversion
Each carries an opportunity window, because timing matters as much as detection. A customer at 90% of their seat limit is a conversation this month. Expansion billing itself is never automatic. When an expansion is agreed, Fincelo presents three billing options and the CFO chooses. See Expansion Billing.
Q: What is CLV scoring? Customer Lifetime Value estimates the expected total revenue from a customer over their lifetime as your customer. Formula basis: current ARR × predicted tenure × NRR probability. Predicted tenure is derived from renewal history, health score trend, payment behaviour, and product engagement. Used for: prioritising AM attention, pricing decisions, renewal negotiation stance.
Q: What is the ICP engine? The Ideal Customer Profile engine analyses your existing customers and identifies the characteristics of the highest-value, highest-retention cohort: industry, company size, modules used, billing schedule, and payment behaviour. Output: an ICP score for each customer showing how closely they match the ideal profile. Used for: sales targeting, renewal prioritisation, and expansion identification.
Q: What is revenue leakage detection? The agent scans for revenue you have earned but not billed:
  • Seats billed vs seats contracted (under-billing)
  • Usage-based customers approaching cap without an overage flag
  • Multi-year contracts where the year 2 escalation was not applied
  • Contracts with price review obligations that passed without action
  • Advance billing customers where invoices were not raised on schedule
Every instance is flagged with estimated revenue impact and the specific contract or subscription to correct.
Q: How does it work with other agents? Through the event bus: See Multi-Agent Orchestration.