> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fincelo.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Intelligence Agent

> Health scores, churn signals, CLV, ICP analysis, and revenue leakage detection.

### CUSTOMER INTEL AGENT — Q\&A

***

**Q: What health signals does the Customer Intelligence Agent track?**

Per-customer daily snapshot of:

* Product usage score (logins, feature depth, API calls)
* Payment health (payment score from Collections module)
* Engagement score (QBR attendance, response rate, NPS)
* Support health (ticket volume, severity, resolution satisfaction)
* Contract health (days to renewal, amendment history, obligation fulfilment)

Combined into a single health tier:
Healthy (80–100) · Growing (60–79) · Stable (40–59) ·
At Risk (20–39) · Critical (0–19) · Churning (flagged for intervention)

***

**Q: What is CLV scoring?**

Level 1 enhancement. Customer Lifetime Value scoring estimates the expected
total revenue from a customer over their lifetime on Fincelo.

Formula basis: current ARR × predicted tenure × NRR probability.
Predicted tenure derived from: contract renewal history, health score trend,
payment behaviour, product engagement.

Used for: prioritising AM attention, pricing decisions, renewal negotiation stance.

***

**Q: What is the ICP engine?**

Level 1 enhancement. Ideal Customer Profile engine analyses all existing customers
and identifies the characteristics of the highest-value, highest-retention cohort:
industry, company size, product modules used, billing schedule, payment behaviour.

Output: ICP score for each customer (how closely they match the ideal profile).
Used for: sales targeting, renewal prioritisation, expansion opportunity identification.

***

**Q: What is revenue leakage detection?**

Level 1 enhancement. The Customer Intelligence Agent scans for:

* Seats billed vs seats contracted (under-billing)
* Usage-based customers approaching cap without overage flag
* Multi-year contracts where 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 leakage instance is flagged with estimated revenue impact and
the specific contract / subscription to correct.

***