訂閱流失風險告警

osop_version: "1.0"
id: "subscription-churn-risk"
name:"訂閱流失風險告警"
description:"AI 評分客戶參與度，在高價值帳戶流失前告警客戶成功經理。"

nodes:
  - id: "usage_metrics"
    type: "db"
    name: "使用指標收集"
    description: "登入頻率、功能採用率、支援工單與 NPS 分數。"

  - id: "engagement_score"
    type: "agent"
    subtype: "llm"
    name: "AI 參與度評分"
    description: "根據使用模式計算健康分數，並與流失族群進行比較。"
    security:
      risk_level: "low"

  - id: "churn_probability"
    type: "system"
    name: "流失機率"
    description: "0-100 分並依權重列出影響因素。"

  - id: "csm_alert"
    type: "api"
    name: "客戶成功經理告警"
    description: "Slack 與 CRM 通知，附帶帳戶健康摘要與建議行動。"

  - id: "retention_action"
    type: "human"
    subtype: "review"
    name: "留存介入措施"
    description: "客戶成功經理以個人化優惠、教育訓練或執行贊助人介紹主動聯繫。"
    security:
      approval_gate: true

edges:
  - from: "usage_metrics"
    to: "engagement_score"
    mode: "sequential"
  - from: "engagement_score"
    to: "churn_probability"
    mode: "sequential"
  - from: "churn_probability"
    to: "csm_alert"
    mode: "conditional"
    when: "churn_score > 60"
  - from: "csm_alert"
    to: "retention_action"
    mode: "sequential"