Customer Intelligence

Customer Intelligence is Sonora’s chat interface. Ask questions like “which customers requested SSO?” or “show at-risk accounts with declining usage” and get answers that combine data from your CRM, support tickets, call transcripts, and product analytics.

How it works

Type a question or pick a template. Sonora figures out which systems to query, pulls the data, and returns specific answers with context — customer names, meeting dates, ticket IDs, usage metrics. You can click through any of these for full details.

Questions work across your connected data sources. “At-risk customers approaching renewal” might pull health scores, recent Zendesk tickets, Gong call sentiment, and Snowflake usage data all in one answer. Follow up in the same thread to narrow results: start with “show at-risk customers,” then “filter to enterprise accounts” or “which ones have open support tickets?”

Customer 360° view

Click any customer from your results to see everything in one place: account overview and health score, recent support tickets and meeting summaries with sentiment indicators, product usage and adoption metrics, and a stakeholder map showing key contacts and their engagement level.

This is the same view that pulls data across all your connected tools so you don’t have to switch between them.

Health scores

Health scores combine signals — support ticket volume, product usage trends, meeting sentiment, NPS/CSAT, renewal proximity, champion engagement — to identify at-risk accounts. You configure which signals matter, adjust weights, and re-run the model in seconds. When you change how “active usage” is defined, scores update immediately.

What you can ask

Anything that spans your connected data. Customer health, feature requests, sentiment from calls, product usage, renewals, competitor mentions, unresolved tickets. Combine filters naturally: “Enterprise accounts mentioning competitors with declining usage.”

Results stay in the chat thread for reference or sharing with teammates.