A state-managed RAG workflow synthesizing signals from Salesforce, Gong, Zendesk, and Totango to detect renewal risk earlier.
The Problem
High-risk accounts were discovered too late, leading to reactive instead of proactive interventions.
Customer Success teams were struggling with inconsistent handoffs between account owners. Without a unified view of customer signals across CRM, support, and communication platforms, at-risk accounts were often identified only when renewal deadlines approached.
The Solution
Synthesized signals from Salesforce (deal stage, engagement), Gong (call sentiment, objection patterns), Zendesk (ticket volume, resolution time), and Totango (health scores, usage trends) into a single unified risk view.
Designed a retrieval-augmented generation pipeline with explicit state management, ensuring consistent scoring across handoffs and preventing information loss during account transitions.
Configured automated alerts and escalation paths when composite risk scores crossed defined thresholds, enabling CSMs to intervene before situations became critical.
Results
Earlier
Risk intervention windows
Unified
4-platform signal synthesis
Cleaner
Account handoff transitions
Technology Stack