Technology
The Action Layer
Actions are the governed moves Swivel can make on the ontology, the verbs your retention team and its agents share. Each action is defined once, with its rules, permissions, and audit trail built in.
What an action is
An action is a typed, governed operation on the model: "deploy save offer," "intercept cancellation," "recover failed payment." Each action carries the same four things: validation rules (which objects it may run on), permissions (who or what may approve it), side effects (what it changes in the ontology), and an audit record (a permanent log of what happened). People and agents invoke the same actions. The only difference between a human and an agent running an action is how much autonomy you've granted it, which is decided in governance, not here.
The agent roster
Swivel ships a library of pre-built retention agents that operate these actions. They share the ontology and run under the same governance.
- Cancellation Interceptor: catches a customer at the moment they move to cancel and runs the right save flow for that customer.
- Save Offer Agent: selects and delivers the offer most likely to retain a given at-risk customer, within your limits.
- Payment Recovery Agent: recovers failed and lapsed payments before they become involuntary churn.
- Win-Back Agent: re-engages customers who have already lapsed.
- Proactive Outreach Agent: reaches customers who are drifting toward churn but haven't acted yet.
- Feedback & Insight Agent: analyzes why saves and losses happen and writes what it learns back into the ontology.
Configured, not rebuilt
The agents are templated and configured to your business, taking on your offers, your guardrails, and your tone of voice rather than being rebuilt from scratch for each customer. That is what lets a pilot stand up quickly: you are tuning a known system to your data, not commissioning bespoke software.
Let the agents prove themselves on your accounts.
In three weeks, see the saves they worked, the reasoning behind each action, and what happened before you decide what comes next.