Usage-to-value Agent

Each quarter, the agent starts a new review cycle for the account. Value realisation takes time, so a quarterly view shows a clearer usage pattern without treating monthly changes as meaningful signals.

• Trigger: Each quarterly review cycle
• Cadence: Quarterly

Next, the agent pulls the account's usage by feature. This shows which parts of the product the customer actually uses, rather than relying on whether someone logs in at all.

• Account: The customer account in the current review cycle
• Fields: Usage by feature

The agent then pulls the calls where the customer discussed the outcomes they wanted and made the business case for buying the product. These conversations provide the original expectations that the agent will compare with current usage.

• Account: The customer account in the current review cycle
• Calls: Conversations where the original outcomes and business case were discussed

For each outcome the customer bought, the agent identifies which product features support it and compares those features with current usage. This connects the original business case to what the customer is actually doing with the product.

Using the outcome-to-usage comparison, the agent names the outcome furthest from being realised and the usage change that would close the gap. This gives the CS owner one clear value gap to work on with the customer.

Finally, the agent emails the outcome-to-usage comparison and value gap to the CS owner. It goes to the owner first because closing that gap starts with the CS team.

• Recipient: The CS owner for the account
• Sends externally: Never