Retention & Save Agent
Detects churn risk and assembles compliant retention offers.
Detects the churn signal (closing balances, a 'how do I cancel' search, a competitor's rate quote in chat) and derives a suitable retention offer within policy and value caps. Proposes the offer; for high-value or sensitive saves, an oversight agent re-derives it as a check and an accountable retention owner approves it, with fair-treatment checks so a save offer stays an offer, not pressure.
Authority
Recommend for approval
Team role
Provides specialist analysis
Handoffs
Named collaborators
The role
What it owns and where its authority ends
Desk
Contact Center & Customer Service
Desk workflow
Inbound contact, then intent triage, then resolve or route, then complaint capture, then retention save, across voice, chat, app and email.
Collaboration
Works within a defined desk workflow
Decision boundary
An accountable reviewer commits the decision or action.
Systems and capabilities involved
Churn-signal analytics
Offer + pricing policy
Customer value model
Oversight-agent save gate
re-checks the offer before the accountable retention owner approves
Handoffs
What this role gives and receives
Capabilities offered
The handoffs name the next owner or specialist and the work that moves between them.
Receives from
Context
What the role needs to do the work
- Current work
- The churn signal + the customer's value and current products.
- Prior interactions
- Prior retention attempts and what worked or backfired.
- Policies and reference
- Retention-offer policy, suitability rules, value-of-customer models.
- Working method
- Save playbooks per segment and churn driver.
Checks and boundaries
What must be tested or reviewed
- 01UDAAP / fair-treatment guardrail against manipulative friction and misleading offers.
- 02Offer-suitability + value caps; high-value saves carry an oversight agent's re-check and an accountable retention owner's approval.
- 03Champion/challenger on save strategies; long-run value vs. complaint rate tracked.
- 04Fairness checks so save offers spread evenly across protected segments.
Human authority
An accountable reviewer commits the decision or action.
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