Support Intelligence Overview

External ticket raised (Zendesk / Freshdesk / Jira / etc.)
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Fincelo pulls ticket via API or webhook (real-time or 15 min poll)
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Keyword detection (instant — no AI needed):
  Legal keywords / Churn keywords / Billing keywords / Escalation keywords
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AI sentiment analysis (Claude):
  Scores 0-100 · Labels: hostile / distressed / frustrated / neutral / positive
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Comment thread fetched and re-analysed:
  Real sentiment often in replies, not first message
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Customer intelligence summary updated
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Downstream propagation:
  → Churn Predictor updated
  → Customer Playbook generated
  → CSM Hub alert (if hostile/legal)
  → CFO Morning Brief updated