Account Summaries

Account Summaries

AI-generated overviews of customer accounts.

Overview

Account summaries provide comprehensive, AI-generated overviews of customer accounts, synthesizing data from multiple sources into actionable insights.

Generating Summaries

From Account

1. Open account profile
2. Click AI Summary
3. View generated summary

From Copilot

Ask: “Summarize this account” or “Give me an account overview”

Scheduled Summaries

Automated daily/weekly:

1. Go to Settings → Notifications
2. Enable Daily Brief
3. Receive AI summaries each morning

Summary Components

Account Overview

Quick facts:

Health Analysis

Why is the health score what it is:

Health Score: 72 (Improving)

Contributing Factors:
• Usage stable (+3% this month)
• Support tickets down 40%
• Email response rate: 85%
• Champion engagement: High

Concerns:
• Executive meeting last quarter
• Power user became inactive

Recent Activity

Key events from timeline:

Risk Factors

Active risks:

Active Risks:
1. Champion left (Medium) - New contact assigned
2. Usage declining (Low) - Monitoring

Opportunities

Growth potential:

Opportunities:
1. Usage approaching limit - Expansion ready
2. High NPS - Reference candidate
3. New department added - Cross-sell potential

Recommended Actions

AI-suggested next steps:

Recommended Actions:
1. Schedule check-in with new champion
2. Review training needs for new users
3. Prepare expansion proposal
4. Send NPS survey

Summary Types

Executive Summary

High-level overview for leadership:

• 3-5 key bullets
• Health at a glance
• Top risks and opportunities
• Recommended focus

Detailed Summary

Comprehensive account view:

• All metrics and trends
• Full risk analysis
• Complete action recommendations
• Historical context

Comparison Summary

Compare to benchmarks:

• vs. industry average
• vs. similar accounts
• vs. last quarter
• vs. target health

Summary Context

Data Sources

Summaries pull from:

Time Windows

Summaries cover:

Using Summaries

Daily Brief

Start your day with summaries:

1. Go to Dashboard
2. See Daily Brief card
3. Get overview of:
   • Top priorities
   • Risk alerts
   • Action items
   • Meeting prep

Meeting Preparation

Prepare for calls:

1. Open account
2. Click AI Summary
3. Review before meeting
4. Use insights during call

Handoffs

When transferring accounts:

1. Generate summary
2. Share with new CSM
3. Include context
4. Document institutional knowledge

Customizing Summaries

Summary Preferences

Configure what to include:

1. Go to Settings → AI
2. Click Summary Settings
3. Choose sections:
   • Health analysis (included)
   • Risk factors (included)
   • Opportunities (included)
   • Actions (included)
   • Timeline events ✓
4. Save preferences

Summary Length

Control depth:

Summary History

Version Tracking

View previous summaries:

1. Click Summary History
2. See all generated summaries
3. Compare over time
4. Track changes

Trend Analysis

Compare summaries:

• Health score changes
• Risk evolution
• Opportunity progression
• Action completion

Best Practices

When to Generate

Using Summaries Effectively

Troubleshooting