Subscription Churn Risk Alert

osop_version: "1.0"
id: "subscription-churn-risk"
name: "Subscription Churn Risk Alert"
description: "AI scores customer engagement and alerts CSMs before high-value accounts churn."

nodes:
  - id: "usage_metrics"
    type: "db"
    name: "Usage Metrics Collection"
    description: "Login frequency, feature adoption, support tickets, and NPS scores."

  - id: "engagement_score"
    type: "agent"
    subtype: "llm"
    name: "AI Engagement Scoring"
    description: "Calculate health score from usage patterns, compare against churn cohorts."
    security:
      risk_level: "low"

  - id: "churn_probability"
    type: "system"
    name: "Churn Probability"
    description: "Score 0-100 with contributing factors ranked by weight."

  - id: "csm_alert"
    type: "api"
    name: "CSM Alert"
    description: "Slack + CRM notification with account health summary and suggested actions."

  - id: "retention_action"
    type: "human"
    subtype: "review"
    name: "Retention Intervention"
    description: "CSM reaches out with personalized offer, training, or executive sponsor intro."
    security:
      approval_gate: true

edges:
  - from: "usage_metrics"
    to: "engagement_score"
    mode: "sequential"
  - from: "engagement_score"
    to: "churn_probability"
    mode: "sequential"
  - from: "churn_probability"
    to: "csm_alert"
    mode: "conditional"
    when: "churn_score > 60"
  - from: "csm_alert"
    to: "retention_action"
    mode: "sequential"