Score churn risk from the signals you configure, select a save offer from your approved set, and hold the case for the named retention adviser, with the cancellation route open throughout.
4Controls appliedApproved-offer-set checks, consent-tier checks, cancellation-path checks and confidence threshold
No human action required
Stages 1 to 4 run unaided, and no offer reaches a customer at any of them — the agent is assembling a case, and the adviser's lane opens at the confidence gate.
5DecisionBranches at the confidence threshold
High confidence
Goes to the retention adviser to approve.
Low confidence
Adds a compliance read first.
Adviser approval
The case is held with its signals, its candidate offer and the confidence.
Approve · Amend · Send to compliance review
Approved — released to the customer▼
6Billing systems updatedOnly where write access and approval policy allow it
7Outcome evaluatedOffer acceptance, adviser amendments, cancellation completion and post-offer complaints
Amendments
Adviser amendments are counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Releasing a save offer or credit to a customer.
Placing anything at all in the cancellation path.
Contacting a customer whose consent record is missing.
Pricing an offer outside the approved offer set.
Automation boundaryAgent acts unaided
✓Score retention risk from the signals you have configured.
✓Select a candidate offer from the offer set you approved.
✓Assemble the case: signals, terms, consent and disclosures into the review queue.
✓Hold the case for the named adviser, with the exit still open for the named owner.
Any write happens inside the boundaries agreed at implementation, never ahead of the adviser's approval.
Re-contracting a customer or renewing a term.
Turning a servicing contact into an offer call.
Deciding what a cancellation is allowed to cost.
Changes to the offer set, thresholds or approval rules.
Example output
One save attempt, annotated
Everything the agent proposes is attached to the account it was drawn from.
Retention output · single accountIllustrative example
Account
Candidate offer
Stated term
Source of record
Confidence
Consent tier
Contract ending
Bundle credit from the approved offer set, at the same monthly price
12-month term
Approved offer set
91%
Prior express written
As receivedTaken from the billing record and the consent register — nothing on this side is chosen by the agent.
Integration availability depends on the client's existing systems and API access.
Agent controls
Six layers between the model and the customer
The layers nest, and each says what it does not catch. The map below carries the rest.
L6 · Outermost — last line of defenceInward → L1 · closest to the model
L6Rollback / safe modePull the agent back to scoring-only when evaluation or production signals degrade.Roll back
L5Version monitoringTrack model, prompt, offer-set and threshold configuration changes.Track
L4TraceabilityRecord the signals, the candidate offer, the disclosures and the approval time.Record
L3Adviser approvalHold cases for the named adviser; it governs release, not whether the offer was the right one.Gate
L2Offer guardrailsTest cases against the approved offer set, the consent tier and the cancellation-path rule configured for that market; a failure returns the case.Restrict
L1Confidence thresholdsRoute low-confidence cases to a compliance read before the adviser sees them.Require review
Model coreCase assembled — offer, term, disclosures, consent tier and confidence
L1 – L2Test whether a case may stand
L3Puts the decision in an adviser's hands
L4 – L5Keep the offer and the eligibility behind it
L6Holds offers for the adviser when signals degrade
How Nestack evaluates it
Evaluate the whole save attempt — not only whether the customer stayed.
Coverage runs the whole depth of the workflow, and every layer is cut by slice.
Surface — the offer the customer hears
Depth of coverage ▼
E1Final-output evaluationDid the candidate offer come from the approved set for that account?
E2Step-level evaluationDid the agent use the right contract terms, thresholds and consent record?
E3Tool evaluationDid it read and write the correct account and the correct field?
E4Confidence calibrationDo low-confidence cases actually attract more adviser amendments?
E5Slice evaluationHow does performance change across specific tenure bands?
E6Business outcomeHow many cases needed an amendment, or a correction after the offer went out?
Floor — the outcome the carrier answers for
Failure modes
Where each failure originates in the agent
Seven failure modes, placed at the stage each one originates.
Agent lifecycleDirection of processing →
01 · Retrieval1 mode
JD-03
Stale contract state
Term or consent status read from a superseded record.
Stage gathersAccount, contract terms, consent record and offer set
02 · Reasoning2 modes
JD-04
Offer before the exit
The case is built so the offer precedes the cancellation route.
JD-06
Consent-tier mismatch
A servicing consent record is used for an offer contact.
Stage proposesOffer, term, disclosures and confidence
03 · Tool / write2 modes
JD-02
Off-set price
An offer is assembled outside the approved offer set.
JD-05
Repeat save attempt
The same account is worked twice inside the quiet window.
Stage writesOnly where write access and approval policy allow it
04 · Output1 mode
JD-01
Missing price disclosure
A required pricing or renewal disclosure is not surfaced.
Stage returnsThe offer the adviser releases to the customer
05 · Change / Version1 mode
JD-07
Silent offer-set drift
A model or rule change widens what the agent will offer.
Stage tracksModel, prompt, offer set and threshold config
Sev-1 · an offer sent outside the setSev-2 · a wrong offer reaches the customerSev-3 · signals degrade, case routes to review
In aggregate the amendment rate looks tolerable; in one slice it is not. A few cohorts absorb most of the adviser amendments, so Nestack reports by slice, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Inbound cancellation requests
3.8%
3.6×
Review
Win-back after disconnection
2.3%
2.2×
Review
Mid-contract renegotiation
1.7%
1.6×
Watch
Standard renewal at term end
0.8%
0.8×
Normal
Bar: adviser-amendment-rate lift vs. the portfolio average · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
The loop closes on a regression case
Nothing closes on a review meeting. It closes on a case the next release has to pass, and that suite is what the next save attempt is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Adviser-amendment rate rises in a tenure slice.
02Diagnose
If the rise sits in one cohort, a retention lead reads the cases behind it until the cause narrows to one.
03Improve
Every change ships against a version with the offers attached.
04Verify
The release is blocked while an affected case fails.
05Learn
The case becomes permanent, and the offer rules are re-tested.
Learn → DetectThe return edge. The next detection is measured against a suite longer than this one.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, offer workflow, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Retention workflow discovery and boundary definition.
02Billing, CRM and consent source assessment.
03Approved offer set, thresholds and disclosure rules.
04Account ingestion and signal normalisation.
05Risk scoring and offer selection.
06Confidence scoring and case routing.
07Adviser approval workflow.
08Billing and CRM integration.
09Cancellation-path cases.
10Guardrails and offer controls.
11Offer-trail instrumentation.
12Deployment, documentation 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 market, one deskProductionProduction billing systemsAdvancedMultiple markets / brands
Introduced at Pilot
Scoring and offer selection✓✓✓
Adviser approval✓✓✓
Offer-quality baseline✓✓✓
Introduced at Production
Reporting by tenure band—✓✓
Approval workflow in your systems—✓✓
Approved write-back—✓✓
Billing-system integration—✓✓
Introduced at Advanced
Multi-jurisdiction offer rules——✓
Multi-stage retention approvals——✓
High save-attempt volume——✓
Multi-market offer controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, transaction volume, 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
01Your account fields and contract data→Account ingestion and signal mappingWeek 1
02Representative save attempts and their outcomes→Scoring baseline, signal extraction and offer-set bindingWeek 2
03Your approved offer set and disclosure rules→Offer-set, threshold and disclosure-rule mappingWeek 1
04Access to relevant APIs, feeds or exports→Billing, CRM and consent assessment, then integration setupWeek 2
05Offers you would not want made→Cancellation cases and failure-mode testingWeek 4
06Where a save attempt has to stop→Confidence scoring, case routing, guardrails and approval controlsWeek 3
07Named retention advisers to review cases→Adviser approval workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
The bands sit on the weeks the work occupies, so the fifth carries evaluation and launch together.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Retention workflow discovery, offer-set mapping and the automation boundaryW2Billing and CRM integration and the scoring baselineW3Offer workflow, confidence logic and approval controlsW4Evaluation suite, cancellation-path checks and failure-mode testingW5Consent-register integration, pilot cases and targeted correctionsW6One renewal cycle handled under the retention desk, then handover
Reading the bandA bar sits on the weeks its work is named in, and nothing else. The fifth week genuinely carries two kinds of work.
At the end of W6The cycle closes validation and Agent Care picks up monitoring.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Telecom AI agent
Build a retention-offer copilot around your approved offer set.
Show us your offer set, your consent records and who signs an offer off. Which of those does a customer meet before the cancellation route? We'll map the workflow around that answer.
