{
  "schema": "aibast-canonical-transcripts/1.0",
  "captured_at": "2026-10-07T01:31:26.998019+00:00",
  "solution": "@aibast-agents-library/client-health-score",
  "onepager": "Client Health Score Agent one-pager.pptx",
  "brainstem_version": "0.6.16",
  "loaded_tools_after_capture": [
    "ClientHealthScoreAgent"
  ],
  "agent_sources": [
    {
      "path": "agents/@aibast-agents-library/professional_services_stacks/client_health_score_stack/client_health_score_agent.py",
      "sha256": "6bc19d3b775c7e32d5d8fe080023b939288f26b35f149cc4757987d2e9bb0e7b"
    }
  ],
  "case_file": "tests/demo_cases/client-health-score.json",
  "case_file_sha256": "b752e2e54e2ed45b7ceeb19fabdbfe8549565ae5593b0ca7934175f392f95f77",
  "strict_isolation": true,
  "transcripts": [
    {
      "case_id": "CHS-01",
      "persona": "Client Success Leader",
      "onepager_promise": "Perform predictive health scoring to identify risks early and enable proactive retention strategies",
      "prompt": "Which relationships are healthy, at risk, or critical, and where should my team focus first?",
      "assistant_response": "Here's the breakdown:\n\n**\ud83d\udd34 Critical \u2014 act now**\n- **TechCorp Industries** ($2.4M, health 42/100): dropped from 60\u219242 in 90 days, 78% churn indicator, NPS -15. Needs immediate intervention.\n\n**\ud83d\udfe1 At Risk \u2014 30-day plan**\n- **Global Finance Corp** ($1.5M, 58/100): NPS -20, low 45% utilization\n- **Healthcare Solutions Inc** ($1.2M, 61/100): milder, but trending down\n\n**\ud83d\udfe2 Healthy \u2014 monitor** (7 clients, $17.2M): Northwind, Silverline, Summit, Metro Transit, National Logistics, Apex, Pinnacle \u2014 all positive NPS and strong utilization.\n\n**Where to focus first:** TechCorp is the fire \u2014 $2.4M at risk with multiple signals converging fast. Global Finance Corp is the next watch item given its steep NPS decline.\n\nWant me to pull TechCorp's risk-driver breakdown or a 30-day retention/outreach plan?",
      "agent_logs": "[ClientHealthScoreAgent] ## Client Health Dashboard\n\nI've analyzed your $22.3M consulting portfolio and identified critical risk requiring immediate intervention - TechCorp Industries at 42/100 with $2.4M at risk.\n\n### Portfolio Health Overview\n\n| Status | Clients | Annual Value | Action |\n|--------|--------:|-------------:|--------|\n| CRITICAL | 1 | $2.4M | Immediate |\n| At Risk | 2 | $2.7M | 30-day plan |\n| Healthy | 7 | $17.2M | Monitor |\n\n### Key Metrics\n\n- **Portfolio value:** $22,300,000 ($22.3M annually)\n- **Avg health score:** 71/100 (down 4 points QoQ)\n- **At-risk value:** $5,100,000 ($5.1M, 23% of portfolio)\n- **Immediate action:** TechCorp Industries\n\n**TechCorp Alert:** Dropped from 60/100 to 42/100 in 90 days with multiple risk factors converging.\n\n| Client | Annual Value | Health | Churn Indicator | NPS | Margin | Util % | Risk |\n|--------|-------------|--------|-----------------|-----|--------|--------|------|\n| TechCorp Industries | $2,400,000 | 42/100 | 78% | -15 | 18.2% | 64% | **CRITICAL** |\n| Global Finance Corp | $1,500,000 | 58/100 | 45% | -20 | 22.5% | 45% | **AT_RISK** |\n| Healthcare Solutions Inc | $1,200,000 | 61/100 | 20% | +5 | 26.0% | 72% | **AT_RISK** |\n| Northwind Advisory Partners | $2,000,000 | 72/100 | 10% | +18 | 23.8% | 74% | **HEALTHY** |\n| Silverline Retail | $1,900,000 | 73/100 | 10% | +22 | 24.1% | 76% | **HEALTHY** |\n| Summit Insurance Group | $1,600,000 | 74/100 | 10% | +20 | 25.2% | 78% | **HEALTHY** |\n| Metro Transit Authority | $2,100,000 | 77/100 | 10% | +30 | 27.3% | 79% | **HEALTHY** |\n| National Logistics Group | $2,800,000 | 80/100 | 10% | +38 | 28.7% | 82% | **HEALTHY** |\n| Apex Manufacturing | $3,200,000 | 85/100 | 3% | +45 | 31.4% | 88% | **HEALTHY** |\n| Pinnacle Energy | $3,600,000 | 88/100 | 3% | +52 | 33.0% | 91% | **HEALTHY** |\n\n**Distribution:** 1 critical, 2 at-risk, 7 healthy\n\nSource: [D365 CE + Client Success Platform + Project Ops]\n\n> Synthetic scenario indicators, not validated predictions or live CRM scores.\n\nNext: want to see what's driving TechCorp down?",
      "expected_agent": "ClientHealthScoreAgent",
      "must_include": [
        "TechCorp Industries",
        "Churn Indicator",
        "CRITICAL",
        "$22.3M"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "CHS-02",
      "persona": "Account Manager",
      "onepager_promise": "Detect at-risk accounts to prevent churn and protect high-value client relationships",
      "prompt": "What engagement signals are weakening across the portfolio, especially executive contact and escalations?",
      "assistant_response": "Here's the weak-signal picture across the portfolio:\n\n**\ud83d\udd34 TechCorp Industries \u2014 most concerning**\n- **Zero executive meetings in 90 days** \u2014 complete exec silence\n- **4 escalations** in the same window \u2014 highest in the portfolio\n- Billing trend is declining, utilization down to 64%\n- This is a classic disengagement spiral: no exec access + rising escalations + shrinking spend\n\n**\ud83d\udfe1 Healthcare Solutions Inc \u2014 watch**\n- 3 escalations, only 1 exec touchpoint \u2014 trending the wrong way even though billing is flat\n\n**\ud83d\udfe1 Global Finance Corp \u2014 different kind of risk**\n- Utilization at only 45% \u2014 they may be paying but not getting value, which tends to surface as a renewal/expansion risk later even without visible escalations\n\nEveryone else (Apex, Pinnacle, Metro Transit, National Logistics, Silverline, Northwind, Summit) looks healthy \u2014 regular exec contact, low/no escalations, flat-to-growing billing.\n\nWant me to pull TechCorp's full risk analysis or build a stakeholder outreach sequence to re-establish exec contact there?",
      "agent_logs": "[ClientHealthScoreAgent] ## Engagement Analysis\n\n| Client | Exec Meetings (90d) | Escalations (90d) | Billing Trend | Utilization |\n|--------|--------------------:|------------------:|---------------|-------------|\n| TechCorp Industries | 0 **LOW** | 4 | declining | 64% |\n| Global Finance Corp | 1 | 2 | flat | 45% |\n| Healthcare Solutions Inc | 1 | 3 | flat | 72% |\n| Apex Manufacturing | 3 | 0 | growing | 88% |\n| National Logistics Group | 2 | 1 | growing | 82% |\n| Silverline Retail | 2 | 1 | flat | 76% |\n| Pinnacle Energy | 4 | 0 | growing | 91% |\n| Metro Transit Authority | 2 | 0 | growing | 79% |\n| Northwind Advisory Partners | 2 | 1 | flat | 74% |\n| Summit Insurance Group | 2 | 0 | flat | 78% |\n\n### Engagement Red Flags\n\n**TechCorp Industries:**\n- No executive contact in 90 days\n- 4 escalations in 90 days\n- Declining billing trend\n\n**Global Finance Corp:**\n- Low utilization (45%) -- may not see value\n\n**Healthcare Solutions Inc:**\n- 3 escalations in 90 days\n\n> Synthetic engagement data. No client record, task, meeting, or message was created.",
      "expected_agent": "ClientHealthScoreAgent",
      "must_include": [
        "No executive contact in 90 days",
        "Declining billing trend",
        "TechCorp Industries"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "CHS-03",
      "persona": "Client Experience Director",
      "onepager_promise": "Identify relationship opportunities and improve client satisfaction",
      "prompt": "Which client satisfaction trends are moving the wrong way, and what evidence supports that view?",
      "assistant_response": "Three accounts are trending the wrong way:\n\n- **TechCorp Industries**: steepest drop \u2014 8.4 \u2192 5.1 over four quarters (\u22123.3 pts), NPS now \u221215. Biggest, most urgent decline.\n- **Global Finance Corp**: 7.8 \u2192 6.0 (\u22121.8 pts), NPS \u221220 \u2014 worst absolute NPS in the portfolio despite a smaller score drop.\n- **Healthcare Solutions Inc**: 8.0 \u2192 6.8 (\u22121.2 pts), still NPS +5, so less alarming but moving steadily downward.\n\nBy contrast, Apex Manufacturing, Pinnacle Energy, National Logistics, Silverline Retail, and Metro Transit are all trending up with strong NPS (+22 to +52). Northwind and Summit are flat/stable.\n\nWant me to pull the at-risk drivers or a recovery plan for TechCorp or Global Finance Corp first?",
      "agent_logs": "[ClientHealthScoreAgent] ## Client Satisfaction Trends\n\n| Client | Q1 | Q2 | Q3 | Q4 | Trend | NPS |\n|--------|-----|-----|-----|-----|-------|-----|\n| TechCorp Industries | 8.4 | 8.3 | 8.2 | 5.1 | **DOWN** | -15 |\n| Global Finance Corp | 7.8 | 7.2 | 6.5 | 6.0 | **DOWN** | -20 |\n| Healthcare Solutions Inc | 8.0 | 7.8 | 7.0 | 6.8 | **DOWN** | +5 |\n| Apex Manufacturing | 8.5 | 8.8 | 9.0 | 9.1 | **UP** | +45 |\n| National Logistics Group | 7.9 | 8.2 | 8.5 | 8.6 | **UP** | +38 |\n| Silverline Retail | 7.5 | 7.6 | 7.8 | 7.9 | **UP** | +22 |\n| Pinnacle Energy | 8.8 | 9.0 | 9.2 | 9.3 | **UP** | +52 |\n| Metro Transit Authority | 7.6 | 7.9 | 8.1 | 8.3 | **UP** | +30 |\n| Northwind Advisory Partners | 7.4 | 7.5 | 7.5 | 7.6 | **FLAT** | +18 |\n| Summit Insurance Group | 7.6 | 7.7 | 7.8 | 7.8 | **FLAT** | +20 |\n\n### Declining Accounts Requiring Attention\n\n- **TechCorp Industries**: dropped 3.3 points over 4 quarters (NPS: -15)\n- **Global Finance Corp**: dropped 1.8 points over 4 quarters (NPS: -20)\n- **Healthcare Solutions Inc**: dropped 1.2 points over 4 quarters (NPS: +5)\n\n> Synthetic survey history; validate source quality before client action.",
      "expected_agent": "ClientHealthScoreAgent",
      "must_include": [
        "Declining Accounts Requiring Attention",
        "TechCorp Industries",
        "Global Finance Corp"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "CHS-04",
      "persona": "Client Success Leader",
      "onepager_promise": "Detect at-risk accounts to prevent churn and protect high-value client relationships",
      "prompt": "Give me the accounts that need intervention now, the risk drivers, and the first recovery actions.",
      "assistant_response": "Three accounts need attention now \u2014 $5.1M total at risk:\n\n**\ud83d\udd34 TechCorp Industries \u2014 CRITICAL (42/100, $2.4M)**\n- Drivers: CTO champion left 3 months ago, replacement unbriefed; NPS crashed +10\u2192-15; 9 open tickets; zero exec meetings in 90 days\n- First actions: Book exec sponsor meeting within 7 days, deploy SWAT team on open issues, build ROI/value summary for the new CTO\n\n**\ud83d\udfe1 Global Finance Corp \u2014 AT RISK (58/100, $1.5M)**\n- Drivers: Only 45% utilization of contracted hours, NPS +15\u2192-20, renewal in 90 days\n- First actions: Review scope alignment with CFO Jordan Patel, root-cause the NPS drop, prep value-delivered summary before renewal talks\n\n**\ud83d\udfe1 Healthcare Solutions Inc \u2014 AT RISK (61/100, $1.2M)**\n- Drivers: 47-ticket backlog, new skeptical CTO, NPS slipping +12\u2192+5\n- First actions: Deploy SWAT team to clear backlog, deliver proactive ROI summary to build new CTO's confidence\n\nPriority order: TechCorp first (critical + largest/fastest-decaying), then Global Finance (renewal clock), then Healthcare (lower urgency, longer runway). Want the stakeholder outreach sequence or a 30-day retention plan for any of these?",
      "agent_logs": "[ClientHealthScoreAgent] ## At-Risk Client Report\n\n**Clients at risk:** 3\n**Total value at risk:** $5,100,000\n\n### TechCorp Industries -- Health: 42/100 (CRITICAL)\n- **Contract value:** $2,400,000 annually\n- **Issue:** Executive turnover and deliverable delays\n- **NPS score:** -15 (was +10 last quarter)\n- **Open support tickets:** 9\n- **Key stakeholder:** CTO John Davis left 3 months ago, replacement not briefed on our value delivery\n- **Risk:** Churn without intervention (churn indicator 78%)\n- **Satisfaction trend:** declining; escalations (90d): 4; exec meetings (90d): 0\n\n**Recommended retention actions:**\n- Schedule executive sponsor meeting within 7 days\n- Deploy SWAT team to resolve open issues\n- Conduct root-cause analysis on negative NPS drivers\n- Prepare value-delivered summary (ROI documentation)\n\n### Global Finance Corp -- Health: 58/100 (AT_RISK)\n- **Contract value:** $1,500,000 annually\n- **Issue:** Using only 45% of contracted hours\n- **Renewal:** 90 days away\n- **NPS score:** -20 (was +15 last quarter)\n- **Open support tickets:** 6\n- **Key stakeholder:** CFO Jordan Patel owns the renewal decision\n- **Risk:** Non-renewal likely (churn indicator 45%)\n- **Satisfaction trend:** declining; escalations (90d): 2; exec meetings (90d): 1\n\n**Recommended retention actions:**\n- Review scope alignment; client may not be extracting full value\n- Conduct root-cause analysis on negative NPS drivers\n- Prepare value-delivered summary (ROI documentation)\n\n### Healthcare Solutions Inc -- Health: 61/100 (AT_RISK)\n- **Contract value:** $1,200,000 annually\n- **Issue:** 47 open support tickets (backlog)\n- **Renewal:** 150 days away\n- **NPS score:** +5 (was +12 last quarter)\n- **Open support tickets:** 47\n- **Key stakeholder:** New CTO: Skeptical of our value\n- **Risk:** Budget cut or replacement (churn indicator 20%)\n- **Satisfaction trend:** declining; escalations (90d): 3; exec meetings (90d): 1\n\n**Recommended retention actions:**\n- Deploy SWAT team to resolve open issues\n- Prepare value-delivered summary (ROI documentation)\n\n### Combined Portfolio Risk\n\n- Total at risk: $5.1M (23% of portfolio)\n- Critical: $2.4M (TechCorp)\n- At risk: $2.7M (Global + Healthcare)\n\nSource: [Utilization Data + Support System + Surveys]\n\n> Synthetic indicators. Recommendations require account-owner approval; churn indicators are not certainties.",
      "expected_agent": "ClientHealthScoreAgent",
      "must_include": [
        "TechCorp Industries",
        "Global Finance Corp",
        "Healthcare Solutions Inc",
        "47 open support tickets"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "CHS-05",
      "persona": "Account Manager",
      "onepager_promise": "Automate retention planning to restore satisfaction and strengthen executive trust",
      "prompt": "Build the stakeholder map and executive engagement plan for each account that needs a turnaround.",
      "assistant_response": "Three accounts need turnaround: **TechCorp (critical, $2.4M)**, **Global Finance Corp**, and **Healthcare Solutions Inc** (both at-risk). Here's the consolidated plan:\n\n**TechCorp Industries \u2014 CRITICAL**\n- Stakeholders: Morgan Lee (COO, sponsor), Sarah Mitchell (new CTO, unbriefed), Rachel Adams (account owner), Elena Vasquez (delivery lead)\n- Outreach sequence: Tue\u2013Sarah Mitchell (technical credibility, $4.2M savings), Wed\u2013CFO (close invoice dispute), Thu\u2013Morgan Lee (roadmap agreement), Fri\u2013CEO (strategic commitment)\n- 30-day plan: Week1 stabilize (exec call, SWAT fix, invoice credit), Week2 trust rebuild, Week3 quick wins/dashboard, Week4 contract/QBR formalization\n- Investment $600K, 73% success probability\n\n**Global Finance Corp \u2014 AT_RISK**\n- Stakeholders: Jordan Patel (CFO, sponsor), Marcus Reed (account owner), Michael Chen (delivery lead)\n- Next move: value-realization workshop; address 45% utilization gap before 90-day renewal\n\n**Healthcare Solutions Inc \u2014 AT_RISK**\n- Stakeholders: Taylor Brooks (CIO, sponsor), Nina Shah (account owner), Priya Sharma (delivery lead)\n- Next move: clear the 47-ticket backlog, then escalation closure/roadmap review with new CIO\n\nAll are draft artifacts \u2014 nothing's been sent, and each requires account-owner sign-off before outreach. Want meeting invites or a session summary drafted next?",
      "agent_logs": "[ClientHealthScoreAgent] ## At-Risk Client Report\n\n**Clients at risk:** 3\n**Total value at risk:** $5,100,000\n\n### TechCorp Industries -- Health: 42/100 (CRITICAL)\n- **Contract value:** $2,400,000 annually\n- **Issue:** Executive turnover and deliverable delays\n- **NPS score:** -15 (was +10 last quarter)\n- **Open support tickets:** 9\n- **Key stakeholder:** CTO John Davis left 3 months ago, replacement not briefed on our value delivery\n- **Risk:** Churn without intervention (churn indicator 78%)\n- **Satisfaction trend:** declining; escalations (90d): 4; exec meetings (90d): 0\n\n**Recommended retention actions:**\n- Schedule executive sponsor meeting within 7 days\n- Deploy SWAT team to resolve open issues\n- Conduct root-cause analysis on negative NPS drivers\n- Prepare value-delivered summary (ROI documentation)\n\n### Global Finance Corp -- Health: 58/100 (AT_RISK)\n- **Contract value:** $1,500,000 annually\n- **Issue:** Using only 45% of contracted hours\n- **Renewal:** 90 days away\n- **NPS score:** -20 (was +15 last quarter)\n- **Open support tickets:** 6\n- **Key stakeholder:** CFO Jordan Patel owns the renewal decision\n- **Risk:** Non-renewal likely (churn indicator 45%)\n- **Satisfaction trend:** declining; escalations (90d): 2; exec meetings (90d): 1\n\n**Recommended retention actions:**\n- Review scope alignment; client may not be extracting full value\n- Conduct root-cause analysis on negative NPS drivers\n- Prepare value-delivered summary (ROI documentation)\n\n### Healthcare Solutions Inc -- Health: 61/100 (AT_RISK)\n- **Contract value:** $1,200,000 annually\n- **Issue:** 47 open support tickets (backlog)\n- **Renewal:** 150 days away\n- **NPS score:** +5 (was +12 last quarter)\n- **Open support tickets:** 47\n- **Key stakeholder:** New CTO: Skeptical of our value\n- **Risk:** Budget cut or replacement (churn indicator 20%)\n- **Satisfaction trend:** declining; escalations (90d): 3; exec meetings (90d): 1\n\n**Recommended retention actions:**\n- Deploy SWAT team to resolve open issues\n- Prepare value-delivered summary (ROI documentation)\n\n### Combined Portfolio Risk\n\n- Total at risk: $5.1M (23% of portfolio)\n- Critical: $2.4M (TechCorp)\n- At risk: $2.7M (Global + Healthcare)\n\nSource: [Utilization Data + Support System + Surveys]\n\n> Synthetic indicators. Recommendations require account-owner approval; churn indicators are not certainties.\n[ClientHealthScoreAgent] ## Account Retention Playbooks\n\nI've built a 30-day TechCorp retention plan based on our successful turnaround playbook. Week 1 focuses on immediate stabilization.\n\n### TechCorp Industries 30-Day Retention Plan (draft)\n\n**Week 1: Stabilization**\n- Day 1: CEO to CEO call (proposed; confirm on your CEO's calendar)\n- Day 2: Resolve invoice dispute ($50K credit proposed, requires finance approval)\n- Days 3-5: Deploy SWAT team to fix quality issues\n\n**Week 2: Trust Rebuild**\n- Executive review with new CTO Sarah Mitchell\n- Present historical value: $4.2M savings delivered\n- ROI dashboard: 34% efficiency improvements\n\n**Week 3: Value Demonstration**\n- Quick wins: 2-3 immediate improvements\n- Success metrics: Real-time dashboard\n- Stakeholder mapping: 4 key executives\n\n**Week 4: Future Security**\n- Revised contract terms\n- Quarterly business reviews formalized\n- Executive sponsor program\n\n**Investment:** $600K (credits + resources) | **Success probability:** 73% with full execution\n\n### Stakeholder Maps\n\n#### TechCorp Industries \u2014 CRITICAL\n- **Executive sponsor:** Morgan Lee, COO\n- **New executive:** Sarah Mitchell, CTO (new; not yet briefed on our value delivery)\n- **Account owner:** Rachel Adams\n- **Delivery lead:** Elena Vasquez\n- **Next engagement:** Executive review with new CTO Sarah Mitchell\n- **Priority:** propose an executive sponsor meeting within seven days.\n- **Recovery:** assign an approved escalation owner and review closure evidence weekly.\n- **Trust:** validate negative feedback themes before proposing corrective commitments.\n- **Approval gate:** account owner reviews the plan before any client outreach.\n\n#### Global Finance Corp \u2014 AT_RISK\n- **Executive sponsor:** Jordan Patel, CFO\n- **Account owner:** Marcus Reed\n- **Delivery lead:** Michael Chen\n- **Next engagement:** Value realization workshop\n- **Trust:** validate negative feedback themes before proposing corrective commitments.\n- **Approval gate:** account owner reviews the plan before any client outreach.\n\n#### Healthcare Solutions Inc \u2014 AT_RISK\n- **Executive sponsor:** Taylor Brooks, CIO\n- **Account owner:** Nina Shah\n- **Delivery lead:** Priya Sharma\n- **Next engagement:** Escalation closure and roadmap review\n- **Recovery:** assign an approved escalation owner and review closure evidence weekly.\n- **Approval gate:** account owner reviews the plan before any client outreach.\n\nSource: [Retention Playbook + Historical Success]\n\n> Synthetic draft planning artifact only; no meeting, message, concession, renewal, or CRM update has been created.\n\nNext: who's the first stakeholder we need to reach?\n[ClientHealthScoreAgent] ## Stakeholder Outreach Plan\n\nSarah Mitchell, their new CTO, is priority - she wasn't briefed on our $4.2M value delivery. I've mapped a 4-day executive touchpoint sequence.\n\n**Tuesday - Sarah Mitchell (CTO)**\n- Focus: Technical deep dive\n- Show: $4.2M cost savings we delivered\n- Show: 34% efficiency improvements\n- Goal: Rebuild technical credibility\n\n**Wednesday - CFO**\n- Focus: ROI review\n- Show: Financial impact metrics\n- Show: Invoice dispute resolution\n- Goal: Close the invoice dispute\n\n**Thursday - Morgan Lee (COO)**\n- Focus: Process optimization results\n- Show: Operational improvements\n- Show: Future roadmap\n- Goal: Agree the delivery roadmap\n\n**Friday - CEO**\n- Focus: Strategic partnership discussion\n- Show: Long-term value proposition\n- Goal: Commitment to improved delivery\n\n**Materials Prepared (drafts):** Executive briefing decks, Success dashboards, ROI documentation\n\nSource: [Stakeholder Analysis + Historical Data]\n\n> Synthetic draft sequence; no invitation or message has been sent.\n\nNext: want me to prepare the meeting invites and a session summary?",
      "expected_agent": "ClientHealthScoreAgent",
      "must_include": [
        "Morgan Lee",
        "Value realization workshop",
        "Approval gate",
        "Sarah Mitchell"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "CHS-06",
      "persona": "Account Manager",
      "onepager_promise": "Detect at-risk accounts to prevent churn and protect high-value client relationships",
      "prompt": "What's driving TechCorp's health score down so fast?",
      "assistant_response": "Here's what's tanking TechCorp (42/100, down 18 pts in 90 days, 78% churn risk):\n\n- **No executive contact in 3 months** \u2014 their CTO (your key champion, John Davis) left, and the replacement hasn't been briefed on the value you deliver. You're flying blind at the top.\n- **Satisfaction cratered**: 8.2 \u2192 5.1/10, driven by deliverable delays on the last project.\n- **$340K overdue 67 days** \u2014 billing friction compounding the relationship strain.\n- **A competitor was spotted on-site last week** \u2014 they're actively shopping your replacement.\n\nThis is a classic stall-and-churn pattern: lost champion \u2192 no exec relationship \u2192 quality slip \u2192 unpaid invoices \u2192 competitor sniffing around. Any one of these is recoverable; all four together is why it's falling fast.\n\nWant me to pull the retention roadmap or the stakeholder outreach sequence to start turning this around?",
      "agent_logs": "[ClientHealthScoreAgent] ## TechCorp Industries - Risk Analysis\n\nTechCorp has multiple converging risk factors - executive turnover, quality issues, overdue invoices, and competitor presence. Churn probability: 78% without intervention.\n\n**Health Score:** 42/100 (down 18 points in 90 days) | **Contract Value:** $2.4M annually\n\n### Critical Risk Factors\n\n- **Executive contact:** None in 3 months (CTO departed)\n- **Project satisfaction:** 5.1/10 (was 8.2 last quarter)\n- **Invoice status:** $340K outstanding - 67 days overdue\n- **Competitive threat:** Major consulting firm spotted on-site last week\n\n**Key Stakeholder:** CTO John Davis left 3 months ago, replacement not briefed on our value delivery\n\n**Quality Issues:** Last project had deliverable delays, causing satisfaction to drop from 8.2 to 5.1\n\nSource: [CRM Activity + Project Metrics + AR]\n\n> Synthetic risk indicators; churn probability is decision support, not a prediction.\n\nNext: what about the other at-risk clients?",
      "expected_agent": "ClientHealthScoreAgent",
      "must_include": [
        "78%",
        "$340K outstanding",
        "John Davis"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "CHS-07",
      "persona": "Account Manager",
      "onepager_promise": "Automate retention planning to restore satisfaction and strengthen executive trust",
      "prompt": "Who is the first executive we need to reach at TechCorp, and in what order should we meet the others?",
      "assistant_response": "Reach out to **Sarah Mitchell (CTO)** first \u2014 she's new and hasn't seen our $4.2M value delivery, so rebuilding technical credibility is the priority.\n\nThen follow this sequence:\n1. **Tue \u2014 Sarah Mitchell (CTO):** cost savings + efficiency wins\n2. **Wed \u2014 CFO:** ROI review, close the invoice dispute\n3. **Thu \u2014 Morgan Lee (COO):** operational results, agree roadmap\n4. **Fri \u2014 CEO:** strategic partnership, long-term commitment\n\nWant me to draft the meeting invites and briefing materials next?",
      "agent_logs": "[ClientHealthScoreAgent] ## Stakeholder Outreach Plan\n\nSarah Mitchell, their new CTO, is priority - she wasn't briefed on our $4.2M value delivery. I've mapped a 4-day executive touchpoint sequence.\n\n**Tuesday - Sarah Mitchell (CTO)**\n- Focus: Technical deep dive\n- Show: $4.2M cost savings we delivered\n- Show: 34% efficiency improvements\n- Goal: Rebuild technical credibility\n\n**Wednesday - CFO**\n- Focus: ROI review\n- Show: Financial impact metrics\n- Show: Invoice dispute resolution\n- Goal: Close the invoice dispute\n\n**Thursday - Morgan Lee (COO)**\n- Focus: Process optimization results\n- Show: Operational improvements\n- Show: Future roadmap\n- Goal: Agree the delivery roadmap\n\n**Friday - CEO**\n- Focus: Strategic partnership discussion\n- Show: Long-term value proposition\n- Goal: Commitment to improved delivery\n\n**Materials Prepared (drafts):** Executive briefing decks, Success dashboards, ROI documentation\n\nSource: [Stakeholder Analysis + Historical Data]\n\n> Synthetic draft sequence; no invitation or message has been sent.\n\nNext: want me to prepare the meeting invites and a session summary?",
      "expected_agent": "ClientHealthScoreAgent",
      "must_include": [
        "Sarah Mitchell",
        "Tuesday",
        "ROI documentation"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "CHS-08",
      "persona": "Client Success Leader",
      "onepager_promise": "Perform predictive health scoring to identify risks early and enable proactive retention strategies",
      "prompt": "Wrap up my quarterly business review prep with a summary of the portfolio, the risks and the retention plan.",
      "assistant_response": "Here's your QBR wrap-up:\n\n**Portfolio Snapshot**\n- $22.3M total portfolio value, avg health score 71/100 (down 4 pts this period)\n- $17.2M healthy (monitor status), $5.1M at risk across 3 clients (23% exposure)\n\n**Key Risks**\n- **TechCorp Industries** \u2014 critical, 42/100, 78% churn probability, $2.4M exposure\n- **Global Finance Corp** \u2014 58/100, weakening\n- **Healthcare Solutions Inc** \u2014 61/100, weakening\n- Combined at-risk value: $2.7M (Global + Healthcare) + $2.4M critical (TechCorp)\n\n**Retention Plan**\n- 30-day turnaround roadmap for TechCorp with stakeholder map and executive outreach sequence \u2014 73% projected success\n- $600K retention investment \u2192 ~300% ROI over 2 years if successful\n- 4 executive outreach meetings drafted and ready for your approval (not yet sent)\n- Escalation process and success dashboards prepared for ongoing tracking\n\nEverything above is decision support from the synthetic portfolio tool \u2014 no emails, calendar invites, or CRM records have actually been created or sent. Want me to pull the detailed stakeholder map for TechCorp before your review?",
      "agent_logs": "[ClientHealthScoreAgent] ## QBR Session Summary\n\nAll 4 stakeholder meetings are drafted as calendar invites, ready for you to send. Here's your complete portfolio analysis and retention plan:\n\n- **Portfolio analysis** - $22.3M value, 71/100 avg score (down 4 points)\n- **Risk identification** - $5.1M at risk across 3 clients (23% exposure)\n- **TechCorp deep-dive** - 42/100 critical, 78% churn probability\n- **Multi-client assessment** - Global 58/100, Healthcare 61/100\n- **Retention roadmap** - 30-day TechCorp plan, 73% success probability\n- **Outreach ready** - 4 executive meetings drafted, materials prepared\n\n### Value at Stake\n\n- Critical: $2.4M (TechCorp)\n- At Risk: $2.7M (Global + Healthcare)\n- Healthy: $17.2M (monitor status)\n\n**Retention Investment:** $600K for TechCorp | **ROI if successful:** 300% over 2 years (50% margin on $2.4M a year retained)\n\n**Ready for your approval:** calendar invites, briefing decks, success dashboards, escalation process, CEO briefing for the Day 1 call.\n\nSource: [All Connected Systems]\n\n> Synthetic summary; no meeting, message, concession, renewal, or CRM update has been created.",
      "expected_agent": "ClientHealthScoreAgent",
      "must_include": [
        "$17.2M",
        "300%",
        "ready for you to send"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    }
  ]
}