An agent that reads the whole account before the renewal does.

The problem

A customer success manager learns how an account is really doing by reading it: the tickets and their ratings, the calls, the open bugs, who has gone quiet. Before a renewal or a quarterly review, that reading takes hours, and it is usually done the night before.

The records already say what is going wrong. An agent can read all of them every time, so the manager starts from the themes and the open risks instead of from a blank page.

What the agent does

  • Reads a customer’s support tickets and satisfaction ratings, finds the themes and lists what is still open
  • Checks the issue tracker for the fixes behind those tickets and whether they shipped
  • Reads recent calls for each stakeholder’s sentiment and flags the ones that have turned
  • Writes the renewal or QBR brief from the CRM, the support desk and the calls, and asks before it changes a record

Systems it works in

  • Support desk: tickets, ratings and their history
  • Issue tracker: bugs and fixes linked to the customer
  • CRM: the account, its renewal and its contacts
  • Call recordings and their transcripts

How it is measured

  • Agent-to-human ratio: how much of the account review the agent did, and how much the manager still did
  • Quality: how often the brief’s themes and open items matched what the manager found on review
  • Coverage: the share of renewals and reviews that started from a brief rather than from scratch

Watch it work

The recorded demos run on simulated Salesforce, Zendesk, Jira and Zoom data for a fictional company. Each one is a real session, replayed exactly as it ran. No sign-in.

See every recorded demo.