ChurnZero, the leading AI platform for customer growth, announced the launch of Engagement AI, a game-changing new capability that empowers customer success teams to understand and manage customer relationships at scale. Leveraging ChurnZero’s proprietary AI engine, Customer Success AI™ (CS AI™), Engagement AI analyzes customer interactions to provide unparalleled insights into risk and opportunity within every account. Available starting January 25th, 2025, Engagement AI is the first in a series of planned AI innovations from ChurnZero.
Unlocking the “Why” Behind Customer Behavior
Engagement AI analyzes a wide range of customer interactions – including emails, surveys, and meetings – to detect nuances like sentiment and identify key discussion topics. This data is then distilled into a Relationship Score, which feeds into ChurnZero’s health scores, dashboards, automated plays, journeys, alerts, and a new account-level Relationship Map. By combining product usage data with relationship insights, users gain a 360-degree understanding of each customer.
“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.”
Also Read: OpenAI Make Strategic Alliance with Condé Nast
Engagement AI empowers customer success managers to:
- Drive Deeper Relationships: Proactively manage customer relationships with a deeper understanding of sentiment and engagement.
- Personalize at Scale: Tailor customer interactions based on individual needs and preferences.
- Identify Risks and Opportunities: Surface potential churn risks and expansion opportunities earlier.
- Improve Strategic Decision-Making: Leverage sentiment and topic trends to inform customer success strategies.
Customization and Control
ChurnZero offers a high degree of customization with Engagement AI. Administrators can tailor the solution to focus on specific data points, topics, and keywords, and adjust scoring weights to align with their objectives.
Key Benefits of Engagement AI:
- Increased Customer Lifetime Value: Drive customer loyalty and reduce churn.
- Improved Customer Satisfaction: Deliver personalized experiences.
- Enhanced Team Efficiency: Automate insights and streamline workflows.
- Data-Driven Decision Making: Gain deeper customer understanding.