Members were cancelling Swim School memberships when a different option would have suited them better. We built a Copilot Studio AI agent that guided them to the right choice and cut cancellations by 20%.
The challenge
Members were cancelling Swim School memberships when, often, a different membership option would have suited them better. The information existed, but members had no easy way to find the right fit at the moment they were about to leave.
The approach
We implemented a Copilot Studio AI agent that walks members through their Swim School options and makes personalised recommendations based on what they actually need. It meets members at the point of decision with the right information, rather than a hard retention push, so the people who stay are better matched to their membership.
Technology
The outcome
This engagement is presented anonymously to respect client confidentiality. The figure reflects the reduction in cancellations attributable to the agent after launch.
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