1. Overview
Client relationships rarely deteriorate without warning — indicators are often visible in activity notes, meeting summaries, and correspondence before a client raises a formal complaint or moves assets elsewhere. Unplex flags these patterns so relationship managers can act before escalation.
2. Procedure
Unplex analyzes the sentiment and tone of activity notes, meeting summaries, and logged correspondence tied to each client relationship.
Sentiment shifts — increasing frustration, repeated concerns about performance or fees, disengagement — are flagged rather than left to be identified only in hindsight.
Flags are surfaced to the assigned relationship manager together with the specific notes that triggered the flag.
This runs continuously in the background as new activity notes are logged; no manual review process is required.
3. Scope of the Feature
This is a decision-support signal, not an automated action. Unplex does not contact clients or modify CRM records based on a sentiment flag; the pattern is surfaced to a human, who decides what action, if any, to take.
4. Configuring Sensitivity
Flag sensitivity is configurable per client segment. Higher-value or higher-risk relationships can be configured with a lower threshold, so that significant shifts are not missed.