We’ve all had that moment—even with the brands we love—when we wonder if there’s a better option out there. Maybe it’s the price, or the quality, or the choices available, or just unresponsive customer support. For businesses, these “wobble moments” really matter, and the way they show up can be the difference between keeping or losing their customers.
That’s where AI agents can help, not just reactively handling cancellations but proactively reaching out to understand (and then fix) the problem. By building stronger relationships between companies and consumers, AI agents can help reduce churn—transforming customer service from a cost center into a revenue-generating function.
But how?
While the tech is advanced, the goal is very simple: be incredibly helpful. It’s why AI agents are built to listen, really listen. Whether it’s over voice or text, they can quickly pick up on how the customer asks clarifying questions to identify the problem, and help reach a resolution that works for both sides.
- Agents are friendly. Even in tense moments, AI agents stay polite and patient. They help customers through decisions with empathy and honesty. No hurry or hard sells. Just clear, relevant information and the best options.
- Agents are fast. Pull up a policy, check your past preferences, confirm an offer, and give you the answer—all at once? No problem. Think five keyboards. No sweat.
- Agents are authentic. AI and authenticity aren’t obvious bedfellows. But customers know when someone’s reading from a script, and AI agents aren’t pretending—they’re just programmed to be direct and factual, while providing meaningful offers and education.
- Agents are consistent. No bad days. No baggage. No rogue improvisations or personal twists on company policy. Following clear guardrails and goals, every interaction reflects your brand’s standards (and voice).
- Agents (it turns out) are pro negotiators. Some AI agents work alongside existing “offer engines.” Others go a step further—crafting offers dynamically to maximize mutual value. It’s not about salvaging a transaction. It’s about reshaping what’s offered to better fit both sides.
Meanwhile, customer support teams report feeling relieved and empowered by their AI support—free to focus on complex issues that require a more human touch.
And where?
These real-life examples show how companies turn wobbles into wins with agents built on Sierra.
- Travel: In an industry where trust is everything, this leading travel platform wanted to better support members who were on the fence. Their AI agent, deployed across web and mobile, helps to clarify plan benefits, explore alternatives, and uncover overlooked value—leading to a 5% increase in plan keeps and a CSAT of 4.7.
- Insurance: This fast-scaling insurance company created an AI agent to support key moments in their customer lifecycle—from quotes to claims. One of its biggest impacts is spotting when someone is leaning toward canceling, and providing personalized offers before that decision is locked in. This agent is helping drive renewals, speed up claims, and free up customer support teams for more complex, high-touch cases.
- Entertainment: In subscription-driven businesses, retention is everything. This well-known entertainment brand uses its AI agent to handle cancel-intent calls with empathy and precision—listening to concerns, surfacing relevant offers, and helping customers feel confident in their choices. Save rates are up. Customer support loads are down.
What now?
When someone is thinking of canceling, it can be an emotionally charged moment—where trust is either built or lost. While no one would necessarily have predicted this, it turns out that AI agents built on Sierra are truly expert negotiators—well equipped (or programmed) to unearth value, explore possibilities, and find solutions when things could easily have gone sideways. That translates to lower cancellations, higher retention, and customers who leave the conversation feeling heard—often with a deal that works better for them.
Better customer experiences. Built on Sierra. Learn more.
