Risk Advisor (beta)

Risk Advisor is an AI-driven agent, powered by Pendo Predict, that helps customer success and product teams spot accounts that are likely to stop engaging with your product. It surfaces a risk score, a behavioral explanation, and a recommended next step for each account — so your team can prioritize and act before inactivity becomes a problem.

How it works

Risk Advisor is an AI agent that flags accounts that are likely to stop engaging with your product — dropping engagement completely within the next 30 days. It does this by analyzing each account's usage patterns, looking at how visitors in the account have been engaging with your product.

Accounts are distributed across the following risk categories:

View accounts' risk

To view your accounts' risk scores, go to Risk Advisor in the People section of the Pendo left navigation.

Risk metrics

The overview metrics section shows a summary of your account risk distribution. The following metrics are available:

• At-Risk: Current number of accounts with a risk of Critical or High.
• Risk Escalating: Accounts with a Critical or High risk whose risk has increased since the previous refresh.
• Risk Recovering: Accounts with a Low or Minimal risk whose risk has decreased since the previous refresh.
• Score Distribution: Pie chart showing all accounts broken down by risk category.

Filter and search

Use the filters and search bar above the accounts table to refine the list.

You can filter by the following:

View available table columns

The accounts table lists all scored accounts. Depending on the columns you choose to include, you can view the following information:

• Account. The account name.
• Health. The account's current risk score: Critical, High, Low, or Minimal.
• Trend. The direction of score change since the last weekly refresh.
• Risk reason. The behavioral signals with a negative impact on the score.
• Last update date. The number of days since the last visitor session in this account.

Select any column header to sort the table.

Customize table

To customize your table columns, select Manage columns in the top-right corner of the table. In the panel that opens, you can add, remove, and reorder columns.

View an account

Select any row to open the account overlay. 

The overlay includes:

• Risk score. The account's current risk category: Critical, High, Low, or Minimal.
• Score reasoning. A behavioral explanation generated by the Predict Risk agent, based on the account's usage signals.
• Recommended action. A next step generated by the Predict Risk agent, drawn from your Skills catalog.
• Categories. The usage signal categories driving the score.
• Trend. The direction of score change.

Select X or click outside the overlay to close it.

Note: To align the agent's output with how your team operates, you can provide additional context via the Manage Agent settings page.

Download the accounts list

To download a CSV of the accounts table, select the Download CSV icon in the top-right corner of the table.

Manage the Risk Advisor Agent

The Risk Advisor agent provides score reasoning and recommended actions for each account. You can configure how it behaves from the Settings page.

To open settings, go to Risk Advisor and select Manage Agent in the top right of the dashboard.

Custom instructions

Custom instructions give the agent additional context it uses when generating score reasoning and recommended actions.

• Global instructions. Provide context that applies to all score reasoning and recommendations.
• Score reasoning instructions. Applied when the agent generates the behavioral explanation for an account.
• Recommendation instructions. Applied when the agent generates the recommended action text.

Example: Use Global instructions to describe your customer tier structure or the services you offer. Use Recommendation instructions to specify that every action should include a follow-up date.

Skills

Skills define the action types the agent can recommend. When the agent generates a recommended action, it selects the most appropriate skill from your active Skills catalog based on the account's signals.

A skill has the following fields:

• Skill name. A short label for the action type.
• Planner instructions. The conditions under which this skill applies — the agent reads this when selecting an action.
• Type. Journey, Guide, or Email.
• Active. Toggle. Inactive skills are excluded from recommendations.

The agent comes pre-seeded with three default skills:

Default skills can't be deleted, but they can be deactivated.

To add a skill:

1. Select Add skill.
2. Enter a Skill name.
3. Enter Planner instructions describing when the agent should recommend this action.
4. Select a Type.
5. Select Save.

To edit a skill: Open the skill from the catalog and update its fields.