Test and deploy your agent

Going live across Acquisition, Retention, Expansion, and Support

In brief: The Customer Agent handles Acquisition, Retention, Expansion, and Support with one memory across the customer journey. Before customers see something new, the Test phase replays simulations and benchmark questions.

Going live across all four moments means the same agent can respond to customers wherever they are, from your marketing site to your product and helpdesk. Its work can range from answering a prospect’s question to spotting a churn signal or routing an upsell opportunity. The details below explain what the agent does in each moment and what the available launch information covers.

What the agent handles

The Customer Agent uses one memory across four moments, rather than four separate bots. It can qualify and convert prospects on your marketing site, watch product usage signals for churn risk, catch and route upsell signals, and resolve support requests or co-pilot work that needs a person. This shared approach is intended to keep customer context across the journey.

For Acquisition, you can provide your Ideal Customer Profile (ICP), sources, and sales team so the agent can qualify, convert, and route leads. It can answer prospect questions using sourced information, offer a next step such as a pilot or demo, and pass sales the interaction history, buying signals, and recommended next step. Procedures define which actions it can take, such as demo bookings or pilot signups.

Ground answers and actions

The agent grounds answers in Living Knowledge, your approved sources, and cites sources inline. Living Context connects it with CRM, billing, ERP, and support tools, while Living Memory carries customer context across the four moments. These capabilities provide the foundation for answering and acting with relevant context.

Actions can include updating profiles, filing requests, changing subscriptions, routing tickets, and running approved workflows. Procedures define permitted actions, and every action is logged with an audit trail. Irreversible actions require a human to approve the boundary first.

Check behavior before customers see it

The Test phase replays simulations and benchmark questions before customers see anything new. For Acquisition, the source also describes reviewing an audit trail of procedure runs and keeping visitor data within the EU. The agent is GDPR-compliant by default for Acquisition.

The available information does not specify a step-by-step launch sequence for activating all four moments. It does describe the capabilities and safeguards you can prepare around: approved sources, customer context, permitted procedures, and testing before release.

Going live across the journey brings customer interactions into one agent while preserving controls over its answers and actions. Use the details for each moment to understand what the agent can handle and what to test before customers encounter it.