Plan change
Differences between tiers, when the change takes effect, how the period is settled. The change itself goes through a confirmation card.
Industry
Plan changes, pauses and returns
In a subscription business every conversation about a change ends in an account operation, and an account operation ends in a complaint if it was run too hastily. So the agent gathers the details and prepares the change, but does not click on a human's behalf.
Four areas
Pausing
For how long, what happens to access, when to resume. The questions that otherwise end in cancellation.
Payment reminders
When the charge happens, what to do about a failed payment, how to change the method. A polite tone, not a collections one.
Cancellation conversation
The agent asks for the reason before offering a fix, and does not obstruct someone who has already decided.
A sample conversation
A demonstration conversation. The settlement rules come from terms loaded into the knowledge base.
Customer
I want to pause my membership for two months, I am travelling.
Agent
A pause is possible for one to three months, once per contract year. During it we take no payments, and the contract end date moves by the length of the pause. Source: Terms, section 7.
Customer
Then from the first of October, please.
Agent
I have prepared a pause from 1 October to 30 November. It is waiting for our team to confirm, and we will send you a confirmation afterwards.
terms lookupallowance checkconfirmation card
How many account conversations the agent takes
Work out on your numbers how many of them are questions about the rules rather than the exceptions.
Questions about status, policy, setup and pricing, where the answer already exists somewhere in your company.
0
conversations a month taken by the agent
0
team hours returned to other work
Calculated on your figures. Change the values above to see your own case.
Why this is safe around account operations
- Answers only from your content
- The citation gate acts before the customer sees the first character. An answer without coverage is rejected whole and the conversation goes to a human.
- Operations only with human consent
- A data change becomes a confirmation card. There is no path by which the agent performs it alone.
- A trace on every turn
- The audit log records what was retrieved and what was decided, after sensitive data is redacted.
- Your data separated from everyone else's
- Organisation scope is a condition of the knowledge base query, not a filter over its result.
Automation without the risk of a hasty change
We will show a confirmation card on your most sensitive operation.