Score accounts for cancellation risk, assemble the evidence behind each score and propose a pre-approved offer — with pricing held by a named subscription owner and the cancel path left alone.
Take the subscription record — plan, tenure, billing state and the promotions already applied to that account.
02
Read what the account actually watched: sessions, titles started, devices and the gaps between them.
Reason
03
Score cancellation risk against the model in force, and assemble the reasons that moved that particular score.
04
Read the offer catalogue your subscription owner approved, and which of its offers this account is eligible for.
05
Test the proposal against the written basis for offering different terms, so eligibility rests on a rule, not a score.
Decide
06
Detect an account already cancelled, opted out or failing payment, and hold it out of the retention list.
07
Route anything the catalogue does not carry — a new price, a credit, a changed term — to the person who releases it.
Out
08
Present the score, its reasons and the eligible offer to a named owner, who decides whether it is made at all.
09
Retain the score, the model version, the reasons, the offer proposed and what the owner released or refused.
→Product statement
The agent scores and proposes. A named subscription owner approves the catalogue and releases each offer, and nothing on this path sits between a subscriber and cancelling.
Example workflow
One account, end to end
AgentHuman
1Account readPlan, tenure, billing state, promotions already applied and the contact preferences held against the account
2Viewing assembledSessions, titles started, devices and support contacts across the window agreed in discovery
3Risk scored with reasonsA score from the model version in force, and the account-level reasons that moved it
4Eligibility and suppressionCatalogue eligibility, the written basis for differing terms, consent and preferences, and who has already cancelled
No human action required
Stages 1 to 4 run without a person in the loop — the score, its reasons and the suppression checks are finished before anyone is asked to look. Nothing has been said to a subscriber at that point.
5DecisionSplits on eligibility and the approved catalogue
Eligible, inside the catalogue
Goes to the owner as a proposal.
Outside it, or suppressed
Goes to the person who may release it, or nowhere.
Subscription owner and retention lead
Reads the score, the reasons behind it and the terms the catalogue attaches to that offer, then decides whether it is made, changed or not made at all — and is the only route to anything the catalogue does not already carry.
Release · Change · Do not offer
Released — handed back▼
6Offer released or refusedOnly from the catalogue, only by a named owner, and only on a channel the account has consented to
7Outcome evaluatedCalibration against what the renewal did, offers refused, complaints raised, and how long cancelling takes
Refusals
Every proposal an owner declines is counted against the score.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Setting a price, a discount or a term.
Applying a credit, a refund or a plan change.
Making an offer the catalogue does not carry.
Placing anything in front of the cancel button.
Automation boundaryAgent acts unaided
✓Score cancellation risk against the model version in force.
✓Assemble the account-level reasons that moved a score.
✓Check catalogue eligibility, consent and contact preferences before proposing.
✓Hold cancelled, opted-out and failed-payment accounts out of the list.
Write actions run only inside the approval boundaries agreed during implementation. Cancelling is not a path it steps into.
Contacting an account that has already cancelled.
Messaging outside the consent and preference record.
Deciding that one cohort gets worse terms.
Changing the model, thresholds or the catalogue.
Example output
One account, annotated
Everything the agent proposes is attached to the account it came from.
Retention output · single accountIllustrative example
Plan
Signal
Tenure
Proposed offer
Confidence
Price
Annual, renews in 21 days
No session in six weeks
31 months
Pause — catalogue entry
78%
Not set by the agent
As receivedThe subscription and the sessions on it, as billing and playback hold them — nothing here is inferred.
Evidence usedSix weeks, no sessionRenewal in 21 daysPause offer, eligible
Why a pauseThe approved catalogue puts pause first for a lapsed annual account, not the agent.
ActionReleaseChangeDo not offer
What the score decidesWhether this account reaches an owner at all, not what it is charged or whether it may cancel.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every account, scoredSubscription, billing and playback records
03Catalogue & basis
Choose from a written catalogue
The offers, the eligibility rules and the basis for differing terms are yours.
01Approved path
Hand the owner a reason, not a rank
The account-level reasons arrive with the score, so the decision is about that account rather than its position in a list.
02Human review
Keep price and cancelling out of it
Anything touching a price, a term or the cancellation journey leaves for the person who is allowed to decide it.
04Build an evidence trail
Retain the score, the model version, the reasons, the consent read, the offer proposed and what the owner did — on both paths.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Integration availability depends on the client's existing systems and API access.
Agent controls
Six layers between the score and the offer
Each control wraps the one inside it. A score clears every layer before it becomes a proposal, and the price sits outside all six.
L6 · Outermost — last line of defenceInward → L1 · closest to the model
L6Rollback / safe modeReturn scoring to your retention team if calibration or fairness signals degrade.Roll back
L5TraceabilityRecord the score, model version, reasons, consent read, offer and decision.Record
L4Cancellation parityThe cancel journey is measured against sign-up and reported when it lengthens.Measure
L3Owner releaseA named subscription owner decides whether an offer is made at all.Gate
L2Suppression and consentCancelled, opted-out and failed-payment accounts are held out.Suppress
L1Catalogue restrictionProposals are limited to offers your subscription owner has approved.Restrict
Model coreScore proposed — the risk, the reasons that moved it, the eligible offer and confidence
L1 – L2Decide whether a proposal may stand
L3Decides who may release an offer
L4 – L5Keep cancelling easy and the trail intact
L6Pulls automation back when signals degrade
How Nestack evaluates it
Evaluate the offer that was proposed, not only the score.
Coverage runs the whole depth of the workflow, and every layer is cut by slice.
Surface — the score and offer an owner reads
Depth of coverage ▼
E1Final-output evaluationWas the proposed offer one the catalogue actually allows?
E2Step-level evaluationDid the reasons given match what moved the score?
E3Tool evaluationDid it read the right account, plan and consent record?
E4Calibration and upliftDo higher scores cancel more, and did being contacted change anything?
E5Slice evaluationHow do score quality and offer terms differ across account cohorts?
E6Business outcomeWhat did an owner refuse, and how long does cancelling take?
Floor — what the offer changed, and what it did not
Failure modes
Where each failure originates in the agent
Seven failure modes plotted against the five stages of the agent lifecycle. An offer made on a wrong reading is honoured or withdrawn by the subscription owner, and the account told.
Agent lifecycleDirection of processing →
01 · Account read1 mode
CP-04
Failed card read as exit
An expired card is scored as a decision to leave.
Stage gathersPlan, tenure, billing state and the sessions on it
02 · Scoring2 modes
CP-05
Wrong reasons attached
Plausible reasons that are not the model's.
CP-06
Settled account woken
An account that was staying is proposed for an offer.
Stage scoresCancellation risk and the reasons that moved it
03 · Eligibility2 modes
CP-02
Cancelled, then chased
An account that already left is scored and contacted.
CP-03
Worse terms by cohort
An eligibility rule gives one group less.
Stage checksThe approved catalogue, consent and suppression
04 · Proposal1 mode
CP-01
Offer in the cancel path
A proposal lands where a subscriber was leaving.
Stage proposesThe offer an owner reads, and the channel it would use
05 · Change / Version1 mode
CP-07
Silent threshold drift
A model or catalogue change widens who gets offered.
Stage tracksModel, threshold, catalogue and cancel-flow changes
Sev-1 · the agent steps where it must notSev-2 · an owner decides on something untrueSev-3 · scores drift and proposals are refused
New accounts, legacy prices and shared household profiles carry most of what a renewal later contradicts and most of what an owner refuses. Nestack reports performance by slice, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
First-month new subscribers
5.1%
3.0×
Review
Accounts on legacy prices
3.9%
2.3×
Review
Shared household accounts
3.1%
1.8×
Watch
Long-tenure monthly accounts
1.2%
0.7×
Normal
Bar: mis-scored account rate lift vs. long-tenure monthly accounts · scale 0–4.0× · tick marks the 2.0× threshold2 of 4 slices over threshold
Evidence-linked improvement
The label arrives after the renewal, not with the score
A score is a claim about something that has not happened yet, so nothing about it is settled until that renewal date passes and the account either stays or does not.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Refused proposals or contradicted scores move in one cohort.
02Diagnose
Traced to the account read, a feature, a rule or the catalogue.
03Improve
The rule, threshold or catalogue entry is changed with the owner.
04Verify
Re-run against renewals that have since resolved, offers included.
05Learn
The refused proposal is kept beside the reason the owner gave.
Learn → DetectThe return edge. Each cycle re-scores renewals that have now resolved — a score that looked right in March is settled only once that account renewed.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, the catalogue and suppression rules, scoring, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Workflow discovery and automation-boundary definition.
02Subscription and billing system assessment.
03Offer catalogue and eligibility-basis mapping.
04Suppression, consent and contact-preference rules.
05Account and engagement feature assembly.
06Risk scoring and reason assembly.
07Owner release workflow and refusal capture.
08Cancellation-path parity measurement.
09Evaluation suite, slices and calibration cases.
10Fairness testing across account cohorts.
11Billing and campaign-platform integration.
12Observability, deployment and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne subscriber cohortProductionProduction billing integrationAdvancedMulti-market / multi-brand
Introduced at Pilot
Cancellation-risk scoring with its reasons✓✓✓
Offers only from your approved catalogue✓✓✓
A named owner releases every offer✓✓✓
Cancelled and opted-out accounts suppressed✓✓✓
Cancel path measured against sign-up✓✓✓
Baseline evaluation, including cohort fairness✓✓✓
Introduced at Production
Billing and engagement data integration—✓✓
Owner release workflow and refusal capture—✓✓
Observability and slice evaluation—✓✓
Introduced at Advanced
Multi-market and multi-currency catalogues——✓
Multi-brand and enterprise controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on billing and engagement systems in scope, catalogue complexity, subscriber volume, markets and currencies, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01The offer catalogue you already approve, and who owns it→Offer catalogue and eligibility-basis mappingWeek 1
02Your subscription and billing systems, and how plans are held→Subscription and billing system assessmentWeek 1
03Your consent, contact-preference and suppression rules→Suppression, consent and contact-preference rulesWeek 2
04Renewals and cancellations from a period already closed→Risk scoring, reason assembly and the calibration casesWeek 3
06The written basis on which offers may differ between accounts→Fairness testing across account cohortsWeek 5
07A named subscription owner and a retention lead→Owner release workflow, then supervised offers and validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Phases are drawn over the weeks they actually occupy. Week 5 carries both the fairness slices and the first offers a subscriber is actually made.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1The catalogue, its owner and the eligibility basisW2Billing and engagement data, suppression and consent wired inW3Risk scoring, reason assembly and the owner release workflowW4Cancel-path parity, evaluation suite, slices and calibrationW5Fairness testing, integration and the first supervised offersW6Offers released inside the boundary, then Agent Care starts
Reading the bandSuppression and consent are built in week 2, before a score is assembled in week 3. Nothing already cancelled or opted out reaches a proposal.
At the end of W6Offers have been released from your own catalogue by a named subscription owner, and the cancel path has been counted against sign-up, then Agent Care takes over monitoring.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Media AI agent
Build a retention agent around your offer catalogue and your subscription owner.
Show us how your plans and billing are held, the offer catalogue you already approve, and the cancel journey a subscriber walks today. We'll score a period that has already closed against what those renewals did, and count the steps from your cancel link to the confirmation.
