> For the complete documentation index, see [llms.txt](https://docs.churned.io/churned-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.churned.io/churned-docs/models/co-pilot-model.md).

# Co-pilot model

The next-best-action model that picks the action per customer and learns from the outcome

## What it predicts

For each customer arriving at a Co-pilot split in a workflow, which of the allowed actions has the highest expected effect on the goal of that Co-pilot: retention, reactivation, conversion or upsell. The output is a decision, not a score, and the decision changes as the model learns.

## Data it needs

An **action space** you define (the branches of the split, for example a discount email, a personal call, a survey, or no action), a **default action**, a **target type** (the goal metric) and the customer data already in Churned: scores, segments, value, tenure, engagement and custom properties.

## How it works

Two phases. In **exploration** the Co-pilot assigns actions at random across the audience and records the outcomes, building an unbiased picture of what works for whom. Once the **minimum evaluation time** has passed and the model is confident, it moves to **activation** and assigns each customer the action with the highest expected outcome for their profile. A permanent **exploration group**, typically 5 percent, keeps receiving random actions so the model can detect drift, keep learning and measure its own uplift against an unbiased baseline. The full description is on [Optimise with Co-pilot](/churned-docs/co-pilot.md).

## How often it runs

Assignments are made whenever a customer reaches the split. Outcomes are collected daily and the model is retrained on them continuously.

## How to read the output

The Copilots page shows, per Co-pilot, the share of customers per action, the outcome per action and per segment, and the uplift of the model's choices over the exploration group and over the default action. See [Measure impact](/churned-docs/measure-impact.md#how-uplift-is-measured).

## Where it surfaces

The Co-pilot split in the [Workflow builder](/churned-docs/automate-with-workflows/workflow-builder.md), the Copilots page, and the next best action on the customer page.