02 · Support and retention
A 100,000-user education platform was losing members faster than support could answer. We built a support tier that catches the cancel before the click and reads every complaint against who's leaving.
The members, drawn
Members stream past the exit. A ring is cancel intent, a diamond a failed card. The support tier catches four in five and sends them back into the stream.
Animated figure: a stream of members flows past an exit. Members showing cancel intent or a failed card drift toward it; a support tier catches four in five and routes them back into the stream. Churn falls to a fifth of where it started, down 80%.
An AI support tier in front of the queue
Answers, intent routing, interception, full-context handoff
80%Less churn
100,000Users a month
The problem
Support couldn't scale as fast as the platform. Churn was the business problem, and hiring wasn't the answer anyone thought it was.
Users a month
People answering them
Every new agent took weeks to get good. By then the queue had grown again.
The team wasn't failing at support. It was failing at arithmetic.
What we built
The front end answers every member immediately and catches the cancel before the click. Behind it, every conversation is sorted by complaint and matched against who's cancelling. One saves the member in the moment. The other shows the business why members leave.
In
The engine
Human in the loop
Out
From every outcome, back into the engine
The result
Members about to cancel behave differently before they click. A card about to fail declines before it stops. Both show in the data minutes to days ahead. The system reads both and acts while there's still something to act on.
Cancel intent
Days before
Behaviour changes before the click
Minutes before
Answered at once, handed over with the full conversation
The moment
The cancel that doesn't happen
Failed card
Days before
The card declines before it stops
Minutes before
Payment failure caught and recovered
The moment
The silent churn that doesn't happen
80%
Less churn, within 60 days of deployment
20,000+
Conversations read every month
10
Intent categories
The support team wasn't replaced. The repeat work was, and the people moved to the cases where a person changes the outcome.
What it means for you
Two weeks · $5,000
