All use cases

Prevent / Care

Preventive CX — reach out before the user arrives angry

The failed login streak, the stuck checkout, the sync that never ran — the agent opens the conversation before the customer has to.

Get aheadSystem triggerRisk triggerBehavioral triggerChatIn-appPush

What it does

Trouble forms quietly. A payment screen errors out, a deposit doesn't land, an alarm doesn't fire — and by the time the customer writes in, they arrive angry; many never write at all and just drift away. This flips support from reactive to preventive: the system watches per-user trouble signals, and when one fires, the agent opens the conversation first — we saw the problem, we're fixing it, sorry, here's what happens next. The contact starts as a moment of care instead of a complaint, and the inbound ticket that issue would have generated never gets filed.

How it works

  1. 1
    Trigger. a per-user trouble signal fires — an error event logged against the account, the same flow failed 3 times in 10 minutes, a streak of failed logins, a delayed deposit, a sync or alarm that didn't run.
  2. 2
    Decision. the agent weighs memory and context before saying anything: has this user already contacted support, is the issue a known incident already being handled, how severe is it for this account, and does policy allow a goodwill gesture. Because the message is unprompted, it only goes out after passing the judge.
  3. 3
    Action. the agent opens a conversation on chat, in-app, or push — naming the specific problem, owning it, and giving the fix or a concrete status, in the user's language.
  4. 4
    Follow-through. if the user writes in first, the queued outreach is cancelled as stale; if the issue needed engineering, the agent follows up when it's fixed; the whole exchange writes back to the support record so no one asks this user to explain it again.
Example
AgentLooks like the payment screen failed three times for you just now. That one's on us — we've found the issue and your card was not charged. It should work if you try again, and I'm right here if it doesn't.
CustomerI was about to give up honestly. Trying now... ok, it went through.
AgentGlad it worked. I've noted what happened on your account, so if you ever contact us about this order, you won't have to explain any of it.

Configuration

How the agent is wired for this use case.

Triggera per-user trouble signal — an error event logged against the account, the same flow failed 3 times in 10 minutes, a failed-login streak, a delayed deposit, or a missed sync/scheduled job — from the product event stream or error logging
Tools & actions
  • Product event stream / error logging · subscribe to per-user error, repeated-failure, and missed-expected-event signals
  • CRM · read customer profile and support memory, account state, and goodwill eligibility
  • Incident/status system · check whether the issue is a known incident already being handled
  • Messaging channel · open the conversation naming the problem, owning it, and giving the fix or status in the user's language
  • Support platform · write the exchange back to the support record
Autonomyevery unprompted message is judge-gated before it goes out; goodwill gestures run unattended only within the bounded goodwill policy, with anything outside policy held back
Channelschat · in-app · push
Escalationif the issue needs engineering, the agent follows up when it's fixed; cases beyond self-serve are handed to a human with the support record attached

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

per-user error and exception events, repeated-failure patterns (stuck flows, failed logins), missed expected events (deposit, sync, scheduled job)

Data

customer profile and support memory, account state, incident status, goodwill policy and eligibility

Guardrails

judge gating on every unprompted message; frequency caps so a bad day doesn't become a stream of pings; suppression when the user already reached out or the incident is already broadcast; goodwill gestures bounded by policy

Metrics it moves

  • contact-ratedown: covered trouble events stop generating inbound tickets at all
  • ticket-deflectionup: the outreach closes the loop before a ticket exists
  • csatup: the brand showed up first, with the problem already named
  • npsup: "they noticed before I did" is the story customers retell

Related use cases

Prevent / Care

Known-incident broadcast with goodwill

the cohort-wide version when trouble hits everyone at once

Collect / Recover

Failed-payment instant recovery

the same open-first instinct on the billing signal

Prevent / Care

Post-resolution follow-up

closing the loop after the fix lands

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

Book a demo