{
  "$format": "thethinkloop.template/v1",
  "slug": "account-health",
  "title": "Account health",
  "decides": "How healthy a customer account is, from written account notes.",
  "question": {
    "name": "decision",
    "type": "score",
    "instructions": "How healthy is this customer account?",
    "levels": [
      {
        "label": "At risk",
        "description": "Declining usage, lost champion, payment problems, or stated dissatisfaction."
      },
      {
        "label": "Needs attention",
        "description": "Mixed signals, or too little information to tell."
      },
      {
        "label": "Healthy",
        "description": "Growing or stable usage, engaged champion, renewals on track."
      }
    ]
  },
  "evidenceChecks": [
    {
      "name": "factor_1",
      "label": "Usage declining",
      "type": "predicate",
      "instructions": "Product usage is declining or low."
    },
    {
      "name": "factor_2",
      "label": "Cancellation intent",
      "type": "predicate",
      "instructions": "The customer says they intend to cancel or not renew."
    }
  ],
  "inputs": [
    {
      "name": "notes",
      "type": "string",
      "required": true,
      "description": "Account notes, a QBR summary, or a call recap."
    },
    {
      "name": "usage_summary",
      "type": "string",
      "required": false,
      "description": "A sentence of usage data, such as \"weekly active users down 20% in 60 days\"."
    }
  ],
  "expectedOutput": "A score from 0 to 2, a probability for each level, and a confidence value, plus one probability per evidence check.",
  "examples": [
    {
      "title": "Growing usage and a signed renewal",
      "input": "QBR notes: usage is up 30% quarter over quarter, they added 15 seats in May, and their champion is now VP of Support. Renewal signed for two years.",
      "expected": "Healthy"
    },
    {
      "title": "Falling usage and a lost champion",
      "input": "Account notes: usage has dropped since April, only a few logins last month, their champion left the company, and there's an overdue invoice.",
      "expected": "At risk"
    }
  ],
  "startingPolicy": {
    "automateAt": 0.8,
    "abstainBelow": 0.5,
    "note": "A starting point for exploration, not a recommendation. Calibrate against your own labeled examples."
  }
}