Co-founder of Supap, Gabriel Udo, has explained how the United Kingdom technology-driven firm’s artificial intelligence (AI) platform, Retentifi AI, is turning customer sentiment into retention intelligence by helping businesses identify customers at risk, understand why, and act before churn happens.

Udo, software engineer and the product lead behind Retentifi, said this on Friday through a communique to the press while explaining how the AI platform can impact customer sentiment.

“Retentifi AI is building a new approach to customer retention by helping businesses detect these signals early and identify when a customer’s sentiment is moving toward disengagement.

“Customer retention should not begin when a customer decides to leave. Our vision with Retentifi is to help businesses recognise the signals much earlier and take the right action while there is still an opportunity to recover the relationship,” Udo explained.

He further explained that the AI platform is designed to continuously analyse signals across the customer journey, identify emerging sentiment changes, surface potential retention risks, and intelligently route issues to the right team or action before they become churn.

“Customer churn rarely happens in a single moment. Often, the signals appear much earlier in conversations, feedback, support interactions, product experiences, and changes in customer sentiment,” he added.

According to the software engineer, what makes Retentifi different is its focus on sentiment recovery, rather than simply sentiment analysis. He explained that traditional sentiment tools can tell a business whether a customer is positive, neutral, or negative.

On the other hand, he said that Retentifi is designed to go further by connecting changes in sentiment with the customer journey and the actions a business can take to recover the relationship.

“Rather than only telling businesses that a customer is unhappy, Retentifi is designed to help answer three important questions: What happened? Why is the customer becoming disengaged? And what should happen next?

“This approach creates a layer between customer intelligence and business action. When a potential retention risk is identified, Retentifi can help determine where the issue should be directed and what type of intervention may be appropriate,” he said.

He revealed that the AI platform is developed for SaaS and customer-focused businesses looking to move from reactive customer support to proactive retention. By identifying potential problems earlier, businesses can have an opportunity to intervene before dissatisfaction develops into customer churn.

“Retentifi is also being developed around a broader idea: customer sentiment should not be treated as a static metric. A customer who is currently satisfied may still be moving toward disengagement, while a dissatisfied customer may still be recoverable. Understanding that direction and responding at the right moment is central to Retentifi’s approach,” he added.

Udo revealed that the underlying concept for Retentifi AI has been formalised through a patent for a Customer Sentiment Recovery Detection System with Specialised Business Routing for Retention Optimisation, reflecting the technical approach behind the product.

Concluding, he noted that Retentifi represents a broader shift in customer experience technology from simply measuring what customers say to understanding how their relationship with a business is changing, adding, “As businesses increasingly compete on customer experience and long-term relationships, the ability to identify and respond to retention risks earlier could become an important part of how customer success teams operate.”

Gabriel Udo said his work also includes developing the concept of a customer sentiment recovery detection system and the specialised business routing approach that connects identified customer risks with appropriate actions.