From Risk Detection to Smooth Mitigation

Last Updated：

2026-03-27

Automating risk workflows ensures all high-risk cases are addressed promptly, reducing missed actions and accelerating response times.

1. Issue: Slow Initial Responses

In a cloud-based company, every employee can keep track of each client’s usage. Specifically, the Usage Aggregation Process workflow app automatically posts usage graphs (Looker Studio reports) for each client to the internal chat tool, Collab Chat. On top of that, each graph comes with an account cancellation risk assessment generated by AI.

The Customer Success team manually initiates the Risk Action Process (risk response workflow) when risk mitigation is needed. However, with the recent increase in the number of clients, there have been instances where the Risk Action Process is not being initiated. The root cause of this is that team members are unsure how to make a decision. For example, time can pass while they consider that maybe no risk mitigation is necessary if they feel that there was a similar risk in the past.

2. Solution: Initiate Countermeasures Immediately Upon High-Risk Identification

The process owner changed their approach to initial risk response measures.

The new rule is to initiate the Risk Action Process for all high-risk assessments, meaning risk countermeasures will be considered within the Risk Action Process. Even if a risk was previously addressed or is currently being handled, any usage graph data (client data) determined to be high-risk will now be passed to the Risk Action Process. Within this process, the risk control policy will then be decided.

Specifically, an automated step to launch the Risk Action Process was added downstream in the workflow diagram.

This process improvement ensures that all client data identified as high-risk by either the AI-generated system or human assessment is automatically passed to the Risk Action Process. Additionally, a new option, “5. Previously Addressed / Currently Being Handled”, was added to the Risk Control Policy management item within the downstream Risk Action Process.