Engagement Solution Area
Engagement: Agents that reach out proactively with actual customer context.
You have the data to know exactly when a customer needs to hear from you — upcoming renewals, reorder windows, lapsed usage. But triggering personalised outreach for every individual customer at scale is impossible manually. Valuable engagement moments simply pass by.
Workflows Built in Engagement
Common friction points and processes we automate across your systems.
Execution Loop: Engagement
How our agents coordinate actions across your systems step-by-step.
Trigger
Lifecycle milestone is reached (e.g., 60 days to renewal)
Understand
Recognises the specific context of this customer's lifecycle stage
Retrieve
Pulls last year's usage data and prior service notes from the CRM
Decide
Selects the most relevant engagement angle based on history
ACT
Drafts and sends a highly specific, contextual message
Verify
Logs the outreach and monitors for engagement or replies
Escalate if needed
Hands off to an Account Manager the moment the customer replies
What it can do autonomously
- Monitoring lifecycle triggers across entire customer bases
- Synthesising usage history into relevant talking points
- Managing multi-touch outreach cadences until a reply is received
Where humans stay in control
- Setting the overall campaign parameters and segments
- Approving message templates and boundaries
- Taking over the conversation once the customer engages
Relevant Scenarios in Engagement
Concrete operational instances demonstrating this execution model in production.
Returning customers receive recommendations based on what they've actually bought
Specialty home goods retailer, online-first, strong repeat customer base
Repeat customers were receiving the same email campaigns as first-time buyers — same promotions, same product spotlights, same generic copy. The marketing team knew this was wrong but lacked the setup to run truly individual recommendations at any real scale.
Renewals reached proactively — with context from the prior year's service
Insurance agency, mid-size, large book of personal and commercial lines
Renewal season required a significant portion of the account management team's time — contacting every client ahead of renewal to review coverage, flag changes, and retain the relationship. The volume was high enough that some clients were getting a generic renewal notice email rather than a personal conversation, which was increasing non-renewal rates at the margins.
Lapsed customers re-engaged with outreach that acknowledges the gap
Subscription wellness service, direct-to-consumer, ongoing churn management challenge
The company had a substantial base of churned subscribers — people who had cancelled or let their subscription lapse but hadn't explicitly said they'd never return. Standard win-back campaigns were generic discount emails that converted poorly and trained customers to wait for the discount.
Ready to map your workflow?
Tell us where work currently moves between people and systems. We'll help determine whether an AI agent can execute it reliably.