Getting Started
Understanding Your ChAi Risk Scores
How ChAi calculates churn probability, reads risk breakdowns, and factors in data sufficiency and industry context.
This section explains the thinking behind ChAi's risk scoring — what the numbers mean, where they come from, and how to read them with confidence.
How ChAi calculates churn probability
Every customer in ChAi is assigned a churn probability — a score reflecting how likely they are to leave, based on the data connected to your account.
ChAi builds this score from the signals available in your data: things like engagement patterns, payment activity, and support interactions, weighed against what's typical for your industry and business type. The score updates as new data comes in, so it reflects your customers' current state rather than a one-time snapshot.
The goal isn't just a number — it's a starting point that leads you straight to the "why" behind it, via the risk breakdown.
Reading the "Why this customer is at risk" breakdown
Every customer's risk score comes with a breakdown explaining the specific factors behind it — this is the "Why this customer is at risk" panel.
Instead of just telling you a customer is a 78% churn risk, the breakdown shows you what's driving that number — so you're not left guessing what to do with the score. Use this panel as your first stop whenever you're deciding how to prioritize or respond to a flagged customer.
Understanding data sufficiency — when ChAi doesn't have enough signal yet
Risk scores are only as good as the data behind them. If a customer is new, or if your data connections don't yet cover enough of their activity, ChAi's confidence in that score will be lower — and it's worth knowing when you're looking at a well-supported score versus an early or provisional one.
How industry context affects your risk scores
Churn looks different across industries — a gym member going quiet for two weeks is a different signal than an insurance client not renewing on schedule. That's why your business profile — set during onboarding — feeds directly into how ChAi scores your customers.
The more accurate and current your business profile is, the more relevant your risk scores will be to how your business actually works. If your business changes — new services, a different customer lifecycle — revisit your business profile to keep scoring aligned.