Technology
Governance & Human-in-the-Loop
Governance is what makes a Human + AI retention team safe to run. Every customer-facing move in Swivel passes through rules you set and, by default, a human sign-off. This is the part of the System that keeps your team in control of the relationship.
Sign-off by default
No agent contacts a customer or changes a subscription without passing your approval policy. By default, customer-facing actions require a person's sign-off. You decide which actions, if any, are safe to run without one. Nothing about the System assumes you want to hand over the customer relationship; the default posture is human-approved.
The autonomy ramp
Teams move at their own pace, one action at a time, along a ramp:
- Assist: the agent surfaces the recommended move and a person executes it.
- Approve: the agent prepares the move in full and a person approves it with one click.
- Autonomous within guardrails: the agent runs the move on its own, but only inside limits you've set (for example, offers under a defined discount, to a defined segment).
You can keep high-stakes actions in assist mode indefinitely while letting low-stakes, high-volume actions run autonomously, and change your mind at any time.
Permissions and audit
Permissions are enforced at the action and object level, so people and agents can only touch what they're cleared to touch. Every action writes a permanent audit record of what fired, on which customer, on whose approval, and the reasoning behind it, so any decision can be reconstructed after the fact. This is the same governance model whether the action was run by a person or an agent.
Measuring impact, not assuming it
Swivel can hold out a control group on any campaign, so the revenue effect of an intervention is measured against customers who didn't receive it rather than assumed. Your team sees what the System actually moved.
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.