Customer Health Scoring

Customer Successlow Risk
Complexity 3/5

Score health by segment, predict churn, monitor trends

Generic health scores miss segment nuances. This agentic workflow builds segmented health models, monitors usage/engagement, predicts churn, alerts on declines, and scores health in real-time.

10-15x
Typical ROI
4-6 weeks
Time to Value
Customer Success
Department
Complexity

Agent Architecture

Agent Architecture

Orchestrator scores and monitors health.

Health Scorer

Monitors customer health

Orchestrator Agent

Model Builder

Builds models

  • •Analyze patterns
  • •Define criteria
  • •Build model
Model Builder
Builds models

Scorer

Scores health

  • •Monitor metrics
  • •Score health
  • •Track changes
Scorer
Scores health

Alerter

Alerts on changes

  • •Detect declines
  • •Alert CSM
  • •Escalate
Alerter
Alerts on changes
Orchestrator Pattern Architecture

Workflow Steps

1

Segment customers

2

Define health criteria

3

Score in real-time

4

Predict churn

5

Alert CSMs

6

Track trends

Required Dependencies

CRMSalesforce, HubSpot, Pipedrive

Key Performance Indicators

Click any KPI to view detailed measurement guidance, formulas, and typical ranges.

Governance Controls

Centralized LoggingVisibility
HIGH
Centralized Logging

Capture all agent interactions (prompts, outputs, data sources accessed) in a central, searchable system

Complexity: medium
Agent RegistryVisibility
HIGH
Agent Registry

Central inventory of all agents with metadata: owner, purpose, data sources, risk level, users

Complexity: low
Prompt Injection TestingRisk
Prompt Injection Testing

Regularly test agents for vulnerabilities (jailbreaks, prompt injection, data exfiltration attempts)

Complexity: medium

These controls help ensure secure, compliant, and auditable AI operations. High-priority controls are critical for production deployment.

Identified AI Risks

Hallucinations
Hallucinations

AI generating false or fabricated information presented as fact

Stale Information
Stale Information

AI using outdated data that no longer reflects current reality

Source Attribution
Source Attribution

Inability to verify or cite the original sources of AI-generated information

Recording Consent
Recording Consent

Lack of proper consent for recording, storing, or processing user interactions

Third-Party Data Processors
Third-Party Data Processors

Risks associated with external vendors processing sensitive data

Prompt Injection
Prompt Injection

Malicious manipulation of AI behavior through crafted input prompts

These risks should be mitigated through proper governance controls and operational procedures.

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Related AI Tools

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Customer Experience

Deploying AI for customer success? Olakai monitors agent performance and ensures quality across every customer interaction.

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