Cool that you’re already seeing hard churn numbers move; most people just wave their hands at “AI agents” without tracking anything.
One thing that’s worked well for us is pushing agents earlier in the funnel, but with actual intent signals, not cold outreach. Stuff like: detect who’s repeatedly hitting pricing/docs, then trigger a “micro-CSM” that asks 2–3 sharp questions and proposes a plan, rather than a generic chatbot. Feels more like a sales engineer than support.
On the retention side, the best lift came from combining product usage data with conversation history so the agent can say “I saw your team stopped using feature X after adding Y, want me to fix that?” instead of naggy “need help?” nudges.
I’ve played with Intercom’s Fin and a bit of Plain’s AI inbox, but Pulse for Reddit has been useful for catching live Reddit threads where people complain about competitors, then feeding that language back into the agent scripts and outreach so it mirrors how users actually talk.