Account Briefing Generator

The most-used skill in the Book Intelligence pillar. Compiles a structured, comprehensive account snapshot from all available data sources. Designed to replace the 30-60 minutes a CSM spends manually assembling account context before a call, QBR, renewal conversation, or escalation.

This is a data assembly skill. It pulls, structures, and formats. No inference, no judgment, no action. The brief is an input to every human decision point across all pillars.

When to Run

• On-demand: CSM requests a brief before a call, meeting, QBR, renewal conversation, or escalation
• Auto-generated: Triggers ahead of scheduled meetings when linked to calendar integration (generates brief 30 minutes before meeting start)
• Called by other skills: Any skill that surfaces a human decision point can invoke this skill to provide context alongside the alert

Core Execution Logic

Step 1: Pull Latest Data from All Sources

Gather current data from every available source. If a source is unavailable, note the gap in the brief rather than failing entirely.

Step 2: Assemble into Structured Brief

Organise data into a scannable format optimised for quick consumption:

Header Block (glanceable in 5 seconds):

• Account name
• ARR
• Health score + trend arrow
• Days to renewal
• Segment (tier / size / industry)
• CSM name

Health Summary (15 seconds):

• Composite score with component breakdown
• Trend direction (improving/stable/declining)
• Active risk drivers (if any)

Usage Summary (15 seconds):

• Key metrics vs. segment benchmark
• Overall usage trend
• Active pattern alerts (if any)

Active Signals (15 seconds):

• Risk signals with severity and evidence (from Risk Signal Detector)
• Expansion signals with timing window (from Expansion Signal Detector)
• Competitive intelligence flags (from Competitive Intel Monitor)

Stakeholder Map (15 seconds):

• Key contacts: name, role, last engagement date
• Coverage gaps: contacts not touched in 60+ days
• Stakeholder changes: recent departures or role changes

Recent Activity (15 seconds):

• Last 5 touchpoints across channels, most recent first
• Last call summary (if available)
• Last CSM notes (3 most recent)

Open Items (10 seconds):

• Open support tickets (count, top severity, oldest)
• Open opportunities or renewal status
• Pending action items from last interaction

Attention Flags (always at the bottom, highlighted):

• Anything requiring decision or action, sorted by urgency
• Data gaps or stale sources that affect brief reliability

Step 3: Format for Context

Adapt the brief based on the consumption context:

If context is not specified, default to the full format.

Output Format

Structured account brief:

{
  "account_id": "string",
  "generated_at": "2026-03-10T09:30:00Z",
  "context": "pre_call",
  "header": {
    "account_name": "Acme Corp",
    "arr": 85000,
    "health_score": 72,
    "health_trend": "declining",
    "days_to_renewal": 67,
    "segment": "Mid-Market / Medium / Established",
    "csm": "Jane Doe"
  },
  "health_summary": {
    "composite": 72,
    "components": {
      "usage": { "score": 81, "trend": "stable" },
      "engagement": { "score": 65, "trend": "declining" },
      "support": { "score": 58, "trend": "declining" },
      "sentiment": { "score": 80, "trend": "stable" },
      "commercial": { "score": 75, "trend": "improving" }
    },
    "risk_drivers": ["Support: P1 ticket open 12 days", "Engagement: no exec contact in 74 days"]
  },
  "usage_summary": {
    "dau_mau_ratio": { "value": 0.42, "vs_benchmark": "above_median", "trend": "stable" },
    "feature_adoption": { "value": 0.65, "vs_benchmark": "above_75th", "trend": "stable" },
    "licence_utilisation": { "value": 0.78, "vs_benchmark": "above_median", "trend": "growing" },
    "active_alerts": []
  },
  "active_signals": {
    "risk": [
      { "signal": "P1 ticket open", "severity": 4, "evidence": "Ticket #4521: API latency issue, open 12 days", "first_detected": "2026-02-26" }
    ],
    "expansion": [],
    "competitive": []
  },
  "stakeholder_map": {
    "key_contacts": [
      { "name": "Tom Chen", "role": "VP Engineering", "type": "champion", "last_touch": "2026-02-28", "days_since_touch": 10 },
      { "name": "Sarah Kim", "role": "CFO", "type": "economic_buyer", "last_touch": "2025-12-15", "days_since_touch": 85 }
    ],
    "coverage_gaps": ["Sarah Kim (CFO): 85 days since last touch"],
    "recent_changes": []
  },
  "recent_activity": [
    { "date": "2026-02-28", "type": "meeting", "summary": "Weekly sync with Tom Chen. Discussed API performance concerns" },
    { "date": "2026-02-25", "type": "email", "summary": "Follow-up on ticket #4521 with support team CC" },
    { "date": "2026-02-20", "type": "call", "summary": "QBR planning call with Tom Chen" }
  ],
  "open_items": {
    "support_tickets": { "count": 2, "highest_severity": "P1", "oldest_days": 12 },
    "renewal_status": "67 days out, no active renewal opportunity in CRM",
    "pending_actions": ["Follow up on API latency resolution", "Schedule QBR for March"]
  },
  "attention_flags": [
    { "flag": "P1 ticket open 12 days -- resolution needed before QBR", "urgency": "high" },
    { "flag": "CFO last touched 85 days ago -- coverage gap ahead of renewal", "urgency": "medium" }
  ],
  "data_gaps": []
}

Handoff to Human

This skill is a support function -- it generates context for human consumption. No decision is required from the agent. The brief feeds into every human decision point:

• Before calls: CSM reads the brief to prepare conversation points
• Risk triage: CSM uses the brief alongside risk alerts to understand the full picture
• Expansion review: CSM uses the brief to assess whether the account is ready for a commercial conversation
• Escalation: CSM uses the brief to build the case for internal escalation
• Manager 1:1s: Manager reviews the brief to understand a CSM's account portfolio

Confidence and Limitations

• High confidence for data assembly -- this is structured data retrieval and formatting, not inference
• Confidence degrades when source data is stale or incomplete. The brief explicitly flags gaps rather than presenting incomplete data as complete
• Cannot surface information that exists only in the CSM's head (relationship nuances, unlogged conversations, intuitions)
• The brief is a snapshot. It reflects the state at generation time. For fast-moving situations (active escalation, ongoing negotiation), regenerate before each interaction

Dependencies

Required:

• bi-health-score (health data)
• CRM API (contacts, activities, opportunities, notes)

Strongly recommended:

• bi-usage-monitor (usage profile)
• bi-risk-detector (active risk signals)
• bi-expansion-detector (active expansion signals)
• Support platform API (ticket data)
• Product analytics (usage snapshot)
• Calendar integration (for auto-generation ahead of meetings)

Optional:

• bi-competitive-intel (competitive flags)
• Call transcript integration (last call summary)
• Email integration (recent email threads)

References

• references/brief-templates.md -- Template variations by context (pre-call, QBR, renewal, escalation, executive)