Totango announces AI-driven churn intelligence solution

Totango, a leader in enterprise solutions that help companies drive growth from their customer base, is offering Unison, an AI-powered growth intelligence engine that will unify customer data to accurately predict churn, rapidly detect risk, or identify customers ready for expansion.

This new product line—available to all businesses, including those using other customer success platforms (CSP) or who do not have a CSP implemented—will launch with two solutions for churn intelligence.

For teams seeking rapid time-to-value, Unison standard AI models analyze customer engagement data—calls, emails, meetings, and support tickets—to operationalize a data-driven customer risk detection engine in days.

For enterprise organizations seeking more precision and accuracy to arm revenue leaders and CXOs with deep insights, Unison custom models offer enterprise-grade AI models completely tailored to unique business and customer data.

Custom models come with professional services so that large, global companies can optimize for highly accurate risk prediction, identifying customer risk months or even years before renewal—without using data to train models used by other businesses.

This offering makes Totango the only enterprise CSP with truly enterprise-ready AI, according to the company.

Benefits for revenue leaders include:

• Forecast predictable revenue streams and prioritize which customer cohorts to protect, enhancing financial stability and boosting board-level confidence.
• Drive operational efficiency and innovation by highlighting opportunities to streamline resources and improve the customer journey and product experience.
• Move from reactive to proactive handling of customer churn risk with plays that protect and grow revenue before it’s too late.
  Streamline customer expansion strategies and leverage AI-driven analytics to predict customers ready for up-sell or cross-sell opportunities.

The Unison product line was accelerated by the company’s recent acquisition of the team and technology from Parative, an AI-driven customer intelligence platform designed for B2B enterprises and originally backed by investors including Bain Capital Ventures.

“As AI becomes operational, it’s increasingly important for AI providers to look beyond chat prompts and surface-level sentiment analysis to focus on demonstrating genuine enterprise value,” said Alistair Rennie, co-CEO of Totango. “We significantly accelerated our roadmap and quickly delivered for our customers by integrating Keith’s leadership, talented team, and models with proven results. With Unison, Totango becomes the only enterprise CSP with truly enterprise-grade AI.”

Totango Unison will be available by December 2024. The company expects to launch future models and feature sets in the Unison growth intelligence engine in 2025.

For more information about this news, visit www.totango.com.