I’m Tikue, one of the co-founders of Kudos (joinkudos.com)
We built this AI voice agent to call service providers, navigate IVR systems, wait on hold, and negotiate retention discounts on a user’s behalf.
A few details that matter:
By default, the agent negotiates within the user’s existing plan. It does not change plans unless the user explicitly provides flexibility or additional context.
For example, in my own case with T-Mobile, I saved $840 per year because I told the agent I was open to plan changes. I had a single line sitting on an old multi-line family plan after friends gradually left over the years. Without that context, it would have only negotiated a discount on the existing structure.
Savings vary a lot and are not guaranteed. This Xfinity example reduced the bill by $276 per year. Many outcomes are loyalty discounts, though legacy or misconfigured plans can produce larger reductions.
Identity verification is a non-trivial part of the system. When a provider requires an OTP, the agent pauses and the user enters the code. We’ve spent significant time optimizing that step to ensure users are actually present and able to complete verification when needed, since timing and proximity matter.
Some of the harder technical challenges:
• Handling messy call state transitions across IVR trees, transfers, silence, interruptions, and unexpected flows
• Enforcing guardrails so the agent does not make unintended commitments
• Navigating automated front-line systems, which often means AI interacting with AI before reaching retention
• Ensuring we get the OTP verification codes from users on time when they are required
This is awesome, thanks for sharing. Seems especially well suited to phone cancellations but imagine negotiations being somewhat dicey due to commitments required. What model are you using for voice? Do you let the user select gender? Do you provide a summary to the user of the conversation after it’s done?
We use ElevenLabs for voice synthesis and Twilio for call control. IVR navigation is handled by our own rule based engine, and once a human is reached we use LLMs, including Claude, for the negotiation conversation.
We default to negotiating within the existing plan. No plan changes unless the user explicitly allows it. In practice, there are often retention or loyalty discounts available without changing the plan structure.
Yes, users get a post call summary.
Users can select voice characteristics including gender, and we’re adding optional voice cloning.
I’m Tikue, one of the co-founders of Kudos (joinkudos.com)
We built this AI voice agent to call service providers, navigate IVR systems, wait on hold, and negotiate retention discounts on a user’s behalf.
A few details that matter:
By default, the agent negotiates within the user’s existing plan. It does not change plans unless the user explicitly provides flexibility or additional context.
For example, in my own case with T-Mobile, I saved $840 per year because I told the agent I was open to plan changes. I had a single line sitting on an old multi-line family plan after friends gradually left over the years. Without that context, it would have only negotiated a discount on the existing structure.
Savings vary a lot and are not guaranteed. This Xfinity example reduced the bill by $276 per year. Many outcomes are loyalty discounts, though legacy or misconfigured plans can produce larger reductions.
Identity verification is a non-trivial part of the system. When a provider requires an OTP, the agent pauses and the user enters the code. We’ve spent significant time optimizing that step to ensure users are actually present and able to complete verification when needed, since timing and proximity matter.
Some of the harder technical challenges:
• Handling messy call state transitions across IVR trees, transfers, silence, interruptions, and unexpected flows • Enforcing guardrails so the agent does not make unintended commitments • Navigating automated front-line systems, which often means AI interacting with AI before reaching retention • Ensuring we get the OTP verification codes from users on time when they are required
Happy to answer questions
This is awesome, thanks for sharing. Seems especially well suited to phone cancellations but imagine negotiations being somewhat dicey due to commitments required. What model are you using for voice? Do you let the user select gender? Do you provide a summary to the user of the conversation after it’s done?
We use ElevenLabs for voice synthesis and Twilio for call control. IVR navigation is handled by our own rule based engine, and once a human is reached we use LLMs, including Claude, for the negotiation conversation.
We default to negotiating within the existing plan. No plan changes unless the user explicitly allows it. In practice, there are often retention or loyalty discounts available without changing the plan structure.
Yes, users get a post call summary.
Users can select voice characteristics including gender, and we’re adding optional voice cloning.