> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Account Success AI Flow: How Twin Thinks and Acts

> The OODA-style AI reasoning flow for Account Success: observe, orient, assemble context, reason, delegate, collaborate, decide, and act with continuity.

The Account Success AI Flow describes how Twin processes signals, assembles understanding, and proposes or executes actions on behalf of CSMs. This is the AI Workbench path applied to customer lifecycle management.

<Steps>
  <Step title="Observe">
    Twin monitors event streams from Salesforce, Gainsight, Zendesk, Stripe, and product analytics. Notable signals include health score changes, contract proximity, usage anomalies, ticket escalations, and missed engagements.
  </Step>

  <Step title="Orient">
    Twin classifies each signal against domain rules. A usage drop on a strategic account is oriented as high priority. A routine ticket on a healthy account is oriented as low priority. Orientation considers account tier, contract value, and recent interaction history.
  </Step>

  <Step title="Context Assembly">
    For prioritized signals, Twin queries Spine Fabric for the full account context: timeline, contacts, contracts, usage trends, and prior actions. It gathers comparable account patterns to enrich reasoning.
  </Step>

  <Step title="Reason">
    Twin evaluates possible explanations and outcomes. A health score decline may stem from product issues, leadership changes, competitive evaluation, or contract dissatisfaction. It weights each hypothesis by available evidence.
  </Step>

  <Step title="Discover">
    Twin identifies the best intervention from the capability library: proactive outreach, success plan update, QBR acceleration, or escalation initiation. It checks authorization and scope for each possible action.
  </Step>

  <Step title="Delegate">
    If the intervention requires specialist skills, Twin delegates to domain agents. The Escalation Agent handles severity scoring. The Planning Agent validates milestone adjustments. The Sales Agent prepares expansion handoffs.
  </Step>

  <Step title="Collaborate">
    Twin coordinates with the CSM through the AI Workbench interface. Proposals appear as drafts with reasoning and source evidence. The CSM reviews, adjusts, or approves before execution.
  </Step>

  <Step title="Decide">
    Upon CSM approval, Twin finalizes the action plan. If the action requires human judgment, Twin presents a decision frame: options, trade-offs, and recommended path with confidence level.
  </Step>

  <Step title="Act">
    Twin invokes the appropriate capability: updating Salesforce, drafting an email, scheduling a QBR, or escalating via Zendesk. Each action produces a receipt and updates the shared context.
  </Step>

  <Step title="Continue">
    Session state, reasoning log, and outcomes persist in Continuity. Twin resumes the next session with complete memory of pending items and unresolved signals.
  </Step>
</Steps>

## Related

* [Account Success Index](/internal-docs/domains/account-success/index)
* [AI Workbench](/internal-docs/domains/account-success/ai-workbench)
* [Agents](/internal-docs/domains/account-success/agents)
* [Execution Flow](/internal-docs/domains/account-success/execution-flow)
* [System Flow](/internal-docs/domains/account-success/system-flow)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.