Delight for Retention

Delight for Retention is powered by one AI agent, our Customer Agent, the same agent that answers your customers' questions, helps them buy, and supports them after the sale. Retention isn't a separate bot added at the end of the journey. When a customer reaches out to cancel, renew, or reorder, the agent already knows their purchases, preferences, and past issues through Agent Memory Platform (AMP), which is what makes an offer feel relevant instead of generic. As Scott Vandegrift, VP of Product at BJ's Wholesale Club, put it in 2026: "Whether a member is browsing for a grill, looking up club hours, or asking about a renewal, they're talking to the same Bev."

Yes, Delight for Retention can keep a customer from canceling by offering alternatives you've approved before the cancellation goes through. A subscription brand, for example, might have it ask why the customer is leaving, then offer to pause, skip a delivery, or switch to a smaller order. Your team sets every offer, who qualifies, and the limit on each in Actionbooks, the step-by-step flows you write and approve. Trust OS, Delight.ai's governance layer, holds high-value credits or refunds for a manager's approval. If the customer still wants to leave, the agent completes the cancellation in line with your policy or hands it to your team, so the last conversation never becomes the reason they don't come back.

Yes, Delight for Retention reaches customers before they churn by starting the conversation at the moments that often lead to it, such as a failed payment, an upcoming renewal, a late order, or a reorder that's due. Proactive AI reaches out when something happens in your customer data, and Delight.ai Voice can place outbound calls triggered by events like payment failures and subscription changes. The agent picks the channel that suits the moment across chat, SMS, email, voice, WhatsApp, and in-app. Because AMP remembers past orders, a reorder reminder can suggest what the customer usually buys, so outreach reads as service rather than a marketing campaign.

Yes, Delight for Retention works with your subscription and CRM tools, so every offer reflects the customer's real account. Delight.ai connects natively to Shopify for orders and fulfillment, to subscription commerce tools for billing cycles, charges, and cancellations, and to Salesforce and Zendesk for customer and ticket history. It also connects to your internal APIs, without a migration project. See the full list on the Integrations page. Teams that want one system can use Delight Desk, which has a $0 seat fee because you pay per AI resolution, not per agent.

When a customer needs a person, Delight for Retention hands the conversation to your team at the points you set in Actionbooks, such as a high-value account asking to cancel, a billing complaint, or a request the save flow doesn't cover. The person who picks it up gets the full conversation, the customer's history, and the offers already made, so the customer never has to explain why they're unhappy twice. Assignment rules in Delight Desk or your existing helpdesk route it to the right team, such as member care or account management.

Delight for Retention is priced based on conversation volume, counting the conversations the agent handles across chat, email, SMS, WhatsApp, and voice. Unit costs decrease as volume grows, so the price scales with how many customers you serve. To estimate what keeping more customers could return for your business, try the ROI calculator. When you're ready for a quote based on your customer base and channels, book a personalized demo.