Totango Unison is an AI-driven intelligence engine.
- Unison offers the only platform-agnostic, enterprise-grade AI models
- Leverage AI-driven analytics to predict customers at risk of churn or ready for expansion
- Stay ahead of market or business changes with rapid-customer insights that will inform your company strategy
How do traditional health models compare to AI-driven health?
Human-derived health models allow an informed human to build their own model using available data inputs. AI-driven health, on the other hand, allows comparison against a prescriptive set of predictive factors, using natural language processing to quickly grade data. In other words, AI-driven models may rely on the same factors as human models, but the degree to which they matter is dynamic, varying for each individual and at different points in time.
How does Unison work?
Unison provides two models for outcome prediction.
Standard
Enhance or replace your existing customer health scores.
- Analyze customer engagement data—calls, emails, meetings, and support tickets—to rapidly deploy a customer churn intelligence mode.
- Using your data, identify customer risk far in advance of renewal so you can proactively course correct.
- Forecast with more accuracy by getting ahead of churn and a deeper understanding of your predictable revenue streams.
Custom
Improve accuracy with an AI churn model that is tailored specifically to your business and your data.
- Built from all available historical data to identify the unique leading indicators of churn for your organization.
- Custom models are dynamic and constantly adapt to the specific complexities of your business, resulting in the most accurate churn model on the market.
What's the timeline for implementation
Unlike many traditional platforms, Unison streamlines the implementation process significantly. Timelines vary by model.
Standard Unison
- Health score in 1-2 days
- Largely self-service
- Off-the-shelf analysis of engagement
- Optimized for speed and low cost
Custom Unison
- Custom AI model in 4-16 weeks
- White glove software-enabled service
- Tailored analysis of historical data
- Optimized for accuracy and impact
Learn more about the implementation process.
More FAQs
Q: How much data should we have available in order to effectively make use of Unison?
A: We support a variety of sources. If you have data for any of the following, Unison can generate a health score:
- CRM with activity (required)
- Email correspondence with customers
- Call transcripts or recordings
- Meeting attendance
- Support tickets
Q: Does Unison support different languages?
A: Our sentiment analyzer has multilingual support, supporting over 100 languages like English, French, German, and Spanish.
Q: How do the AI models handle analysis of content that has both positive and negative sentiments within (e.g., a lengthy email)?
A: The AI models analyze the entire content of the engagement item to provide an overall sentiment grade. Unison highlights specific words or phrases that impact the sentiment and labels them as positive, neutral, or negative; it provides an overall sentiment grade and which areas of the content contribute to sentiment grade.
Q: Does Unison support complex account structures (e.g., hierarchies, multi-locations)?
A: Yes, Unison can support a flat or multi-level hierarchy structure.
Q: Does Unison support inputs based on product usage?
A: Product usage is a complex, nuanced dataset that can vary widely across businesses. Work with your Totango Unison account representative to explore custom models for usage data analysis.
Q: Can I use Unison if I don't have a Customer Success Platform (CSP) or if use a CSP that is not a Totango product?
A: Yes, Unison is platform agnostic.