For retention desks and save-call teams
AI coaching for retention and cancellation save calls
Amotions AI coaches retention agents while a customer is asking to cancel. A private overlay suggests the next question or approved save option from your own playbook, so agents find the real reason before they discount. AI roleplay rehearses the hardest cancellations, and scorecards show which calls followed your save process.
Written and reviewed by Pianpian Xu Guthrie, Founder and CEO · Published · Last updated
How it works
How does live coaching work on a retention desk?
Your save playbook comes first. Amotions learns your reasons-for-leaving questions and approved offers, listens privately beside your phone system, and suggests the next step from your own material. After the call, the same playbook scores it and sets the roleplay practice for the next shift.
1Load your save playbook
Upload the questions that uncover why customers leave, your approved save options (pause, downgrade, plan change, offer), and when each one applies. Amotions calibrates to your language, typically in about one week.
2Coach live beside the phone system
Agents run the desktop app or a browser tab-share next to their phone system, with speaker or computer audio. Suggestions appear only on the agent’s screen, and your phone setup does not change.
3Score, rehearse, and scale
Scorecards show whether each call found the real reason and matched the right option. Agents rehearse the misses in AI roleplay, and you expand from a pilot team to the full desk.
- AgentI can help with that. Can I ask what’s prompting the change?
- CustomerIt’s just too expensive now. I found something cheaper.
Suggestion
Ask what they compared and what they use most before offering anything. Match an approved option to what they value.
Phases
2/5
- Acknowledge the request
- Reason for leaving
- Usage and value
- Approved save option
- Confirm the outcome
Example
What does a live suggestion look like when a customer says they don’t use it?
A member calls to cancel because they rarely use the service. Instead of jumping to a discount, the overlay suggests the team’s own playbook step: find out what changed and what they did use, then offer the option that fits. The agent says it in their own words.
- Agent:I can take care of that for you today.
- Customer:I just don’t use it enough anymore. It doesn’t make sense to keep paying.
Suggestion
Ask what changed and what they did use, then offer the approved pause or lighter plan before any discount.
What the rep said next
“That’s fair. Has something changed recently, or has it been a while? And when you did use it, what was most useful? There may be a lighter option that fits better.”
Compare
How is this different from call QA software and retention training?
Call QA and speech analytics review calls after they end, and roleplay or training modules prepare agents beforehand. Amotions helps during the save call itself, with your approved options, and adds scoring and practice on the same playbook. The other categories are stronger at some jobs, and the table says which.
| Question | Amotions AI | Post-call analytics tools | Roleplay-only tools |
|---|---|---|---|
| When it helps | During the live call, plus practice before and scoring after. | After the call, from the recording or transcript. | Before the shift, in practice sessions. |
| Uses your approved save options | Suggestions and scorecards come from the playbook and options you upload. | Many let you define QA forms or keyword trackers from your process. | Many let you script cancellation scenarios. |
| Help at the moment the customer pushes back | Yes: a private suggestion while the customer is still on the line. | No: feedback arrives after the call has ended. | No: it builds the skill ahead of time. |
| Works with your phone system | Private overlay beside your phone system via computer audio; not a native contact-center integration. | Usually works from recordings or platform integrations; confirm with each vendor. | Runs in its own app, separate from the phone system. |
| Where it is the stronger choice | Agents who need the right question before they reach for a discount. | Analyzing every recorded call, churn reason trends, and QA sampling across a large floor. | Structured certification before agents take live cancellation calls. |
When it helps
- Amotions AI
- During the live call, plus practice before and scoring after.
- Post-call analytics tools
- After the call, from the recording or transcript.
- Roleplay-only tools
- Before the shift, in practice sessions.
Uses your approved save options
- Amotions AI
- Suggestions and scorecards come from the playbook and options you upload.
- Post-call analytics tools
- Many let you define QA forms or keyword trackers from your process.
- Roleplay-only tools
- Many let you script cancellation scenarios.
Help at the moment the customer pushes back
- Amotions AI
- Yes: a private suggestion while the customer is still on the line.
- Post-call analytics tools
- No: feedback arrives after the call has ended.
- Roleplay-only tools
- No: it builds the skill ahead of time.
Works with your phone system
- Amotions AI
- Private overlay beside your phone system via computer audio; not a native contact-center integration.
- Post-call analytics tools
- Usually works from recordings or platform integrations; confirm with each vendor.
- Roleplay-only tools
- Runs in its own app, separate from the phone system.
Where it is the stronger choice
- Amotions AI
- Agents who need the right question before they reach for a discount.
- Post-call analytics tools
- Analyzing every recorded call, churn reason trends, and QA sampling across a large floor.
- Roleplay-only tools
- Structured certification before agents take live cancellation calls.
Amotions is a vendor in this category. The columns describe categories, not specific vendors; confirm any individual product’s features with that vendor.
Proof
What proof is published for retention teams?
No retention customer story is published yet. The published stories come from hearing health, B2B, and commercial real estate teams. The calls on this page are illustrative, and a pilot with one team measures save outcomes on your own numbers.
Used by professionals at
No named retention customer story is published yet.
The conversations, prompts, and scores on this page are illustrative examples, not case studies. Published stories from other industries are on the customer stories page, each labelled customer-reported or Amotions-measured.
Works where your calls happen
- browser-based dialersBrowser / desktop overlay
- Microsoft TeamsBrowser / desktop overlay
- ZoomNative integrate
- SalesforceNative integrate
Pricing and free trial
Basic is free. Starter is $49/seat/month billed annually ($59 billed monthly). Every plan is listed on the pricing page.
FAQ
Questions people ask
Short, direct answers on how it works, what it needs from you, privacy, and pricing.
Can AI help agents save customers who call to cancel?
Yes. Amotions AI listens to the call and shows private suggestions from your save playbook, such as the question that uncovers the real reason or the approved option that fits it. The customer does not see or hear it, and the agent decides what to say.
Will it push agents to offer discounts?
No. It suggests only the options you load and when you say they apply, so agents can find the reason first and use a pause, plan change, or discount according to your rules. You decide what is offered.
Does it work with our contact-center phone system?
Yes, alongside it. Agents use the Amotions desktop app or a browser tab-share next to the phone system, with speaker or computer audio. It is overlay coaching beside your phone system, not a native contact-center integration.
Can managers see which save calls followed the process?
Yes. After each call, Amotions scores the conversation against your own rubric, such as whether the reason was uncovered and the right option offered, and the gaps become the next roleplay practice.
Can it roll out across a large retention operation?
Large teams usually start with a pilot group, then expand by team, site, or line of business. The Enterprise plan is built for larger rollouts, with manager dashboards, advanced admin controls, multi-call insights, and integrations with custom AI agents.
Is customer call data used to train AI models?
No. Transcripts, audio uploads, and playbooks stay private to your organization and are never used to train third-party foundation models. Personalization applies your playbook at coaching time; it does not retrain model weights on your calls.
How is Amotions priced for a retention team?
Basic is free and Starter is $49/seat/month billed annually ($59 billed monthly). Enterprise is quoted for larger rollouts. Every plan is listed on the Amotions pricing page.
Written and reviewed by
Pianpian Xu Guthrie
Founder and CEO, Amotions AI
M.Phil. / M.A. in Sociology, Yale University (thesis on social mobility and psychological well-being). Pianpian Xu Guthrie founded Amotions to coach the behavioral side of live conversations: tone, emotion shifts, and listening.
About the founderFind the reason before the discount
Load your save playbook, coach a pilot team, and measure saves on your own numbers.
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