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Customerscore.io

AI Features — Terms of Use

Customerscore.io s.r.o. · Effective 3 July 2026

1. What are AI Features

Customerscore.io includes AI-powered features that help you understand customer health, churn risk and engagement data, automate workflows, and support your Customer Success operations. These features include, but are not limited to, churn prediction, health scoring, AI-generated recommendations and conversational AI assistance (collectively "AI Features").

AI Feature outputs are informational only. They do not constitute professional advice, and business decisions should not be made solely on the basis of AI-generated results.

2. The AI Features available in Customerscore.io

Customerscore.io currently offers the AI Features described below. Each one is modular and independent: it can be enabled or disabled separately, so you decide which — if any — you use. Unless you turn a feature on, no data is sent to it. Each feature also sends only the specific data it needs, as detailed below.

AI Churn & Expansion Scoring

For every customer, the system produces a churn-risk score and — for healthy accounts — an expansion-opportunity score, each with a plain-language explanation and a recommended action. The model is built specifically for your product from your own historical data and re-scores customers on a recurring basis as new data arrives.

  • What is sent: behavioral and commercial signals only — customer attributes, usage and engagement metrics, and subscription/revenue data, captured over time.
  • What is never sent: personal or identifying data. Before any analysis, an automated filter removes company and contact names, email addresses, phone numbers and similar fields; customers are referenced only by an internal ID.
  • Security: data is not used for model training; scores, drivers and insights are stored only in your Customerscore.io account.

AI Summary

Automatically generates a brief narrative summary of a customer's health — describing the trend of their score and the main positive and negative drivers. It is shown on the customer detail page and can be disabled at the account level.

  • What is sent: only anonymized, computed scoring data from the last 3 months — snapshot dates, scores, metric names and their weights.
  • What is never sent: the customer's name or any other identifier, personal data of contacts, notes, billing data or raw usage data.
  • Security: data is not used for model training; the resulting summary is stored only in our database.

AI Chat (in-app agent)

An in-app assistant that answers questions about your account's data — it looks up customers, analyzes health and churn risk, summarizes trends, and can create a segment or an alert on request.

  • What is sent: the content of your conversation and the account data needed to answer a specific question (customer lists and details including attributes and notes, scoring and dashboard data, segments, tags and alerts).
  • Scope: strictly limited to the account you are logged into, and only to the extent required by the given question — never the entire database.
  • Security: data is not used for model training or retained by the provider; apart from creating segments and alerts, the assistant is read-only.

3. How AI Features work

When you use an AI Feature, your input — along with relevant data from your Customerscore.io account — may be sent to a third-party AI provider to generate a response or prediction. Customerscore.io uses two AI providers:

Anthropic, PBC — Claude API

OpenAI, LLC — OpenAI Platform API

Both providers are engaged as Sub-Processors under our Data Processing Agreement and listed in our List of Processors.

Not all AI Features use external AI providers — some run on models hosted directly by Customerscore.io. The description of each feature within the platform indicates which provider, if any, is involved.

4. What data AI Features process

AI Features may process the following data:

  • Input you provide directly (e.g. messages, queries, configuration);
  • Relevant Customer Data from your account (e.g. health scores, churn metrics, usage data) needed to generate a result;
  • Basic session metadata (timestamp, language).

AI Features do not process payment data, passwords or special categories of personal data (Article 9 GDPR). Do not enter such data when using AI Features.

5. Data retention

Results and history generated by AI Features may be stored in your Customerscore.io account for the duration of your subscription. You can request deletion at any time by contacting privacy@customerscore.io.

Data sent to external AI providers is deleted after processing and is never used for model training.

6. Your responsibilities

When using AI Features, you agree to:

  • use AI Features only for lawful purposes within the Customerscore.io platform;
  • not input data you are not authorized to process;
  • not attempt to manipulate, test or reverse-engineer the underlying AI models.

7. Changes to these terms

We may update these Terms of Use at any time. Changes will be communicated in accordance with our Terms and Conditions. Continued use of AI Features after notification constitutes acceptance.

These Terms supplement the Customerscore.io Terms and Conditions, Privacy Policy and DPA. In case of conflict, these Terms prevail with respect to AI Features.