AI-Assisted Retention Experience

Program Owner · Marisol Vega, VP Customer Operations

Model

PROGRAM OBJECTIVE

Validate how retention specialists and AI recommendations work together to retain customers at risk without compromising trust.

FUTURE-STATE HYPOTHESIS

AI recommendations will help retention specialists identify appropriate offers faster while preserving customer trust.

PRIMARY VALIDATION QUESTION

Can retention specialists use AI guidance to identify an appropriate offer, explain it clearly, and handle exceptions while maintaining trust?

Validation targets

Role · Retention Specialist

Workflow · Offer Resolution

Policy · Retention Exception

AI Component · Offer Recommender

Establish baseline evidence before introducing the updated retention workflow.

5 scenarios · 12 participants · Model

Create another Validation Round when you are ready to test a revised workflow, policy, or system.

Browse Scenario Library

5 reusable scenarios · Connected to Round 1

Customer Service · Moderate · Critical Moment: Offer choice

Used in 3 programs

Retention Specialist · Advanced · Critical Moment: Counteroffer

Used in 2 programs

Retention Specialist · Advanced · Critical Moment: Exception handling

Used in 4 programs

Evidence and Findings will appear here once simulation activity begins. This program is configured and ready for a future Simulation Run.