Decisions and feedback

Every night Oskar makes a decision about each paying customer: do they need you, why, how soon, and what should you do? This page explains how those decisions are shown, what's behind each one, and how your feedback changes the next one.

What a customer can need#

Each decision puts a customer into one of five groups:

Decision	What it means
Payment problem	A payment is failing or the subscription is past due.
Worth checking in	Signs they might leave, such as falling usage or a scheduled cancellation.
Needs help getting started	A new customer or trial who hasn't reached the action that shows they're set up.
Possible expansion	Signs they're ready to grow, such as using every paid seat or rising usage.
Looks normal	Nothing needs you right now.

Each decision also has an urgency (today, this week, within a month, or no rush) and a confidence. When the decision model isn't confident, the decision is marked Low confidence: needs a human check.

The focus list and everyone else#

On Today and Customers, Oskar sorts customers by urgency. When several are equally urgent, it puts the kind of need you said matters most first. The top few go on your focus list, which is five customers a week by default. You can change the number in Settings.

Everyone else falls into one of these groups:

• Worth your attention: on the focus list.
• Quietly watching: something needs attention, but not enough to make the focus list, or you've marked it as already handled.
• Resolved: needed attention within the last two weeks and now looks fine.
• Looks normal: nothing to see.
• Not assessed yet: Oskar hasn't made a decision about them yet.

Click any customer to open a drawer with why Oskar flagged them, what to do, their usage, and a conversation about them. Latest from Oskar logs what changes: a customer newly flagged, resolved, getting more urgent or reclassified.

The decision record#

Every decision is kept as a record. Open it from a customer's page to see exactly what Oskar did and why:

• Oskar's note: a short explanation and a suggested next step, written by Claude from the evidence. The suggested step is for you; Oskar never acts on it.
• Was this right? Your feedback, described below.
• The decision: the confidence, the model that made it, and the probability given to each kind of need. If the customer left a cancellation comment, it also shows how likely they are to have firmly decided to leave.
• What Oskar knew about your business: each fact as it stood at the time, whether you confirmed it or Oskar inferred it, and anything that has changed since.
• What Oskar saw: the signals, in the words the decision model was given.
• The evidence behind it: the numbers and records those signals came from.

You can step through earlier and later decisions for the same customer. Decisions are never rewritten. A new assessment adds a new record.

Telling Oskar whether it was right#

On any decision, anyone in your account can choose one of:

Useful#

The decision was right. This helps Oskar learn what's worth your time, and counts towards Impact when a customer Oskar thought might leave is still healthy a month later.

Wrong#

Oskar asks two optional questions:

• What was the right call? For example, that the customer looks normal.
• What did Oskar miss? For example: "They're migrating systems until November, so low usage is expected."

Your note goes into that customer's assessments for the next 60 days. If you say the right call is that the customer looks normal, they leave the focus list.

Already handled#

You've dealt with it. The customer leaves the focus list, and the next assessments in the following two weeks know you've already been in touch.

Other ways to teach Oskar#

• Tell it in conversation. In Talk to Oskar or the customer drawer, say something like "Acme are seasonal, they're always quiet in August". Oskar saves it as a note on that customer, or as a fact about your business. See Talk to Oskar and email digests.
• Correct what it knows. Settings lists every fact Oskar holds about your business, and whether you confirmed it.
• Set up watches for anything you always want to know about. See Watches.
• Reassess now. After you've told Oskar something new, ask it to assess every customer again straight away rather than waiting for the night.