Customer Churn Software That Sees Who Is Leaving Before They Tell You
ResolveCX AI scores every customer for churn risk after every case, and automatically triggers retention workflows when risk crosses your threshold. Stop reacting to cancellations. Start intercepting them before the decision is made.
What it does
Churn Risk Is Visible Long Before a Customer Cancels
The signals of impending churn are already in your complaint data, complaint frequency rising, sentiment worsening, cases not resolving cleanly, SLAs being missed. Most organizations only see these signals retrospectively, after the customer has already left.
ResolveCX AI scores every customer's churn risk after every case, evaluating complaint volume, sentiment trend, resolution quality, and contact frequency to produce a live risk score. When a customer's score crosses your configured threshold, a retention workflow fires automatically. Specialist teams receive a live list of at-risk accounts. Proactive outreach happens before the customer has decided to leave.
How it works
Case is resolved or updated
Every time a case is resolved, a sentiment score is recorded, or a new contact arrives, the churn risk model runs on the customer's full profile.
Churn risk score calculated
The model evaluates complaint volume, unresolved case count, sentiment trend, resolution quality, response time SLA compliance, and account tenure, producing a churn risk score on a 0–100 scale.
Score updated on customer profile
The live churn risk score is updated on the customer record immediately, visible to any agent or manager who opens the profile. The score history is retained so trends are visible over time.
Threshold breach detected
When a customer's score crosses a configured threshold, you define what 'high risk' means for your organization, the platform detects the breach immediately.
Retention workflow triggered automatically
A defined retention workflow fires: routing the customer to a specialist, scheduling a proactive outreach call, escalating to customer success, or sending a recovery offer, before the customer decides to leave.
Industry use cases
Churn Prediction Across Industries
SaaS & Technology
Score every customer after a service incident or SLA breach, identifying accounts that are at churn risk before they renew. Retention specialists receive a prioritized list of at-risk accounts with full case history and churn risk trajectory, enabling proactive outreach before renewal conversations start.
Telecommunications
Track churn risk on customers who have filed regulatory complaints, historically the highest churn risk segment, and trigger specialized retention workflows for Ofcom complainants, billing dispute customers, and customers with more than three contacts in 30 days.
Financial Services
Monitor post-complaint churn risk for customers who have gone through the formal complaint process, a segment with significantly elevated churn probability. Proactive outreach from relationship managers is triggered automatically when post-resolution scores remain elevated.
Manufacturing
Score distributor and enterprise accounts after quality complaints and delivery disputes, predicting which accounts are at relationship risk and triggering account manager review before the customer issues a contract review or begins a tender process.
Why it matters
Proactive Retention vs Reactive Intervention
Reactive churn intervention means calling a customer who has already decided to leave. Proactive retention means contacting them before the decision is made, while there is still a chance to keep them.
| Capability | ResolveCX Churn Prediction | Reactive Intervention |
|---|---|---|
| Live risk score on every customer profile, updated after every case | ||
| Score based on complaint volume, sentiment, and resolution quality | ||
| Retention workflow triggered automatically at threshold | ||
| At-risk customers identified before they decide to leave | ||
| Risk trend visible over time on customer profile | ||
| Configurable thresholds per segment, product, or account type | ||
| No dependency on agent judgment to identify churn risk |
Related guide
ResolveCX AI
Know Who Is About to Leave. Act Before They Do.
See how ResolveCX AI scores every customer for churn risk and triggers automated retention workflows, so your team intervenes before the decision is made, not after.
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