Snapshot AI uses the ChurnZero Customer Success AI (CS AI) to create a comprehensive summary of an account's current status based on all available information. A single click leverages qualitative and quantitative data to provide a full overview of an account's attributes, health, usage, engagement, and more. This cuts out the time-consuming manual process of going through the data on your own. With this increased efficiency, your team can distill key insights, identify risks, and make data-driven decisions quickly and confidently.
- Generate a customer brief with Snapshot AI
- Make changes to your brief
- What to do if something goes wrong
NOTE: As generative AI continues to evolve, CS AI features may occasionally generate content that is incorrect, biased, or even harmful. We encourage you to think of content produced by CS AI as a solid starting point that you should be prepared to modify to suit your specific needs. Additionally, in an effort to ensure Personally Identifiable Information (PII) is not exposed to our generative AI partners, ChurnZero uses natural language processing to identify and remove PII before we send prompts (you can read more about this here). Even with these safeguards in place, you should always use your best judgment when it comes to the information you leverage while using CS AI features.
To generate a customer brief:
- Navigate to the account you want Snapshot AI to summarize.
- Click the Snapshot AI tab.
- If a brief has never been generated for the account, you'll see a Churn Monster and a quick explanation. Click the Generate a Snapshot button.
- You'll see the most recent snapshot if one has been generated for the account. If you want to update the snapshot, check the last refreshed date, then click the Refresh button.
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If you have the Enterprise edition of ChurnZero, your Snapshot automatically refreshes for you! You will see the most updated version of the Snapshot every time you check in. If you don't view the report for a while, automatic refreshing slows to once weekly (after ~15 days of inactivity) and pauses after more than 45 days. If automatic refresh pauses, you can click the Refresh button to start the refresh again manually.
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If you have the Enterprise edition of ChurnZero, your Snapshot automatically refreshes for you! You will see the most updated version of the Snapshot every time you check in. If you don't view the report for a while, automatic refreshing slows to once weekly (after ~15 days of inactivity) and pauses after more than 45 days. If automatic refresh pauses, you can click the Refresh button to start the refresh again manually.
- It may take some time for your brief to generate. The amount of time may vary, based on a number of factors. You can leave the page while the brief is generated! You'll receive an alert when the brief is ready.
- If you stay on the page during generation, the new snapshot will display when it's available.
Remember, CS AI uses the data you and your team have put into the system. If information is missing or there isn't enough information to create a full brief, the AI may attempt to extrapolate from the information it can find. Furthermore, AI features may sometimes generate incorrect content. Make sure to read over your snapshot to make sure the information is accurate. You can use the View buttons to double-check the data used, or you can make edits to the generated text.
Working with your snapshot:
Once you have a snapshot brief generated, you can start analyzing and using the information within!
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Check your information: Each section includes a View [x] button (View Account Details, View Notes, etc). Click this button to jump right to that tab in the account profile.
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Edit a section: You can correct information, change the wording, or make other changes to the text of a section. Hover over the text you want to change, then click the Edit icon. (Please note that edits are overwritten by account information when someone refreshes the snapshot. Please take a look at the section below for more information.)
Here's an overview of the sections you'll see in the brief:
| Section | Description |
| Background | Provides a high-level summary of the account based on account attributes. This gives you a bird's-eye view of key information relating to your account. |
| Partnership | Shows a summary of current and historical partnerships including ownership, length of the partnership, and other metrics. |
| Commercial | Provides a recap of contract and renewal information. |
| Health | Provides insight into the account based on their Primary ChurnScore and usage metrics. It gives you an overview of customer health, so you can keep track of changes over time. |
| Adoption | Provides an overview of the customer's usage, including event totals and other key attributes for feature adoption. |
| Relationships | Provides an overview of key contacts and their interactions, including active engagement, note mentions, and other metrics. |
| Engagements | Provides insight into the account’s recent notes, emails, logged activities to give you an overview of customer engagements. Key themes are highlighted by date range so you can quickly check on any changes. |
| Feedback | Provides a summary of the customer's survey responses and any positive or negative themes associated with those responses. |
Something went wrong with my brief. What should I do?
- First, please note that the whole report brief will fail to refresh if any section fails. We will send you an alert if this occurs.
- Sections fail if OpenAI fails to return a response or if the OpenAI rate limit is hit. They will not fail because there isn't enough information (though you will receive a message for that section if this is the case). The best thing to do is try again later.
- If your snapshot contains inaccurate information, it may be because the data for that section is sparse. Your snapshot will always be more effective when using rich, complete data. Check into the values in the incorrect section, or talk to a ChurnZero admin user about report configuration. You can also use the edit buttons on each section to make changes of your own. Do know that the edits will be overwritten the next time the snapshot is refreshed, so it is good to always check things over frequently.
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