Change the conditions.
Agent behavior and memory
Pause and cancellation options
Missing context and failed tools
CUSTOMER EXPERIENCEHELM PRODUCTS
Test the experience
your customers actually have.
Compare customer-facing agents, service flows, and policies with simulated people whose goals, knowledge, and constraints shape the journey.
WHO IT’S FOR
AI product, customer experience, and service operations teams
THE DECISION
Which version should reach customers—and what needs to change first?
ILLUSTRATIVE PROJECT BRIEF
A subscription service is changing its cancellation assistant. Some customers want to leave; others need a temporary pause. The experience must discover intent, respect the choice, and update the right account state.
A SCOPING EXAMPLE · NO CUSTOMER RESULTS IMPLIEDFollow the response.
Clarification and correction
Preference fit and final account state
Unfinished tasks and reasons to leave
Make the next step clear.
Comparison of the current and proposed journey
Replayable failure cases and cohort findings
A plan to validate key findings with real customers
A BOUNDED FIRST ENGAGEMENT
What a first evaluation includes.
Agree on the intended use and the evidence needed to make the result actionable.
Discuss this use case- YOU BRING
- Your decision, relevant data or interfaces, alternatives, and a named owner.
- WE SCOPE TOGETHER
- Comparison of the current and proposed journey · Replayable failure cases and cohort findings · A plan to validate key findings with real customers
- THE SUCCESS TEST
- Useful findings beyond the existing test process, confirmed through a human review or real-user study.
Engagement details. Scope, timing, price, interfaces, data rights, and acceptance criteria are agreed before work begins.