Does the Churn Risk Signal Affect the Customer Health Score?

Overview:
This is to understand whether the churn risk signal influences the customer health score in SupportLogic and how churn risk is detected.

1. Does the Churn Risk Signal Affect the Health Score?

The churn risk signal itself does not directly affect the customer health score. However, it serves as an important indicator that there may be underlying issues with the account. The signal is generated when churn-related patterns are detected in one or more cases associated with the account.

2. How Is the Churn Risk Signal Detected?

The churn risk signal is marked at the account level when at least one case associated with that account is flagged for potential churn risk. This detection is based on patterns in case sentiment, language, and other AI-driven insights.

Learn More About Churn Risk Detection here in the below link:

https://support.supportlogic.com/a/solutions/articles/73000613371?portalId=73000083556