Prepare retention outreach and a discount-review request

Why use this

1. A customer team may receive a retention warning without knowing whether it reflects current dissatisfaction, an unresolved service issue or stale account context. Offering a discount immediately can obscure the real problem.

2. A review bundle could translate the signal into an evidence-based outreach option and a separate concession question. Account owners could then decide whether contact is appropriate and whether any proposed commercial change deserves approval.

Why an agent / simpler alternative

Useful judgment

Reconcile risk indicators with recent account events and distinguish service recovery from a pricing request.

Simpler alternative

Use a rule-based account queue when signals already map to clear human actions.

Unsuitable when

Risk scores lack provenance or the account context cannot be safely reviewed.

Proposed inputs

1. Name

   Risk-signal extract

   Owner

   Model or analytics owner

   Minimum scope

   Account ID, signal date and interpretable reason

   Quality check

   Check freshness and documented limitations.

2. Name

   Account and concession context

   Owner

   Account owner

   Minimum scope

   Relevant interactions, open issues and approved discount-review rules

   Quality check

   Verify account identity and unresolved commitments.

Access and setup — proposed or unknown

Proposed minimum

1. Field-limited read-only account snapshots; private outreach and ticket previews.

Compatibility unknowns

1. Unknown: exact runtime, model access, CRM connector and deal-desk support.

External actions requiring approval

1. Creating internal tickets with account data, sending outreach or offering concessions.

Expected deliverable and review checks

Proposed artifact

Draft outreach sequence and discount-review request preview with evidence and uncertainty.

Critical checks

1. Risk indicators are not presented as confirmed customer intent.

2. Requested discount remains distinct from an approved offer.

Missing output evidence

No reviewed sequence, approved concession or retention outcome is established.

Failure signals and proposed responses

1. Signal

   A stale score conflicts with a recent renewal.

   Why it matters

   The intervention could confuse a healthy account.

   Proposed response

   Hold outreach and request refreshed context.

2. Signal

   An unresolved incident is treated as price sensitivity.

   Why it matters

   A discount message could miss the customer’s actual need.

   Proposed response

   Prioritize the service issue for account-owner review.

Effort and cost — unknown

Setup work

1. Map signal meanings and concession-review fields.

Ongoing review

1. Verify context, messaging and discount authority.

Unknowns

1. Unknown: model quality, connector charges and reviewer workload.

First check — proposed, unexecuted

Status

proposed_unexecuted

Synthetic fixture

Two fictional flagged accounts: one recently renewed, another awaiting incident resolution without a pricing complaint.

Acceptance checks

1. Neither receives an automatic discount promise.

2. Each proposed next step reflects its contradictory context.

Stop conditions

1. Risk rationale or discount authority is missing.

Limits

1. Editorial review proposal; no churn prediction, ticket creation or retention gain is validated.