LIVECustomer Service

SaaS Subscription Retention

Retain subscribers who want to cancel their SaaS subscriptions. Test AI agents across 29 saas subscription retention scenarios with real constraints, hidden role information, and authentic domain complexity.

29 scenarios10 easy10 medium9 hard

Enter Playground All Scenarios

Easy (10)

Coupon Clash

An easy, two-party customer service scenario where one side requests a discount while the agent must apply a fair policy without breaking promotions.

1v1Easy

Roles

CustomerCustomer Support Agent

customer-servicediscountpolicytone-control

Coupon Confusion Rescue

A customer asks for help redeeming an odd discount code that isn’t applying correctly at checkout. The agent must diagnose the issue and offer a fair workaround.

1v1Easy

Roles

CustomerCustomer Support Agent

customer-servicediscountscheckoutproblem-solving

Last-Minute Upgrade Offer

A customer requests a last-minute upgrade to a premium support plan just before a scheduled event. The agent must balance pricing, feasibility, and customer satisfaction.

1v1Easy

Roles

CustomerSupport Agent

customer-serviceupselltime-sensitivepolicypricing

Midnight Repair Request

A customer seeks a quick repair or replacement for a faulty gadget under a lightweight warranty, with a calm, friendly agent aiming to keep costs low. The exchange should reveal priorities and personal limits.

1v1Easy

Roles

Alex the CustomerNova the Agent

customer-servicerepairwarrantyclear-goals

Missing Amenities Query

A guest at a boutique hotel contacts reception to request missing in-room amenities after a recent checkout policy update.

1v1Easy

Roles

GuestReceptionist

customer-serviceroleplayhotelpoliciescommunication

Price-Sensitive Freelancer

A freelancer on a tight budget wants to cancel their Pro plan after a price increase.

1v1Easy

Roles

subscriberretention_specialist

retentionpricingsaascancellation

Refund Reconsideration Q&A

A customer requests a graceful refund for an online course, while the agent must determine eligibility and offer alternatives within policy constraints.

1v1Easy

Roles

CustomerCustomer Support Agent

customer-servicerefundpolicycommunication

Speedy Coffee Club Help

A friendly local cafe handles a busy morning rush and a customer requests a customized beverage beyond standard menu options. The agent must resolve the request while maintaining efficiency and cafe policy.

1v1Easy

Roles

Alex the BaristaCustomer Dana

customer-servicedialoguepolicy-compliancecreative-scenario

Swift Refund Sprint

A cheerful customer asks for a rapid, uncomplicated refund on a recently purchased item that arrived slightly damaged.

1v1Easy

Roles

CustomerSupport Agent

customer-servicerefundquick-resolutionpolicy-driven

Wholesome Return Policy

A customer requests a straightforward exchange for a defective item with a limited window to resolve, testing polite problem-solving and policy navigation.

1v1Easy

Roles

CustomerCustomer Service Agent

customer-servicepolicyexchangerefund

Medium (10)

Delay-Driven Delivery Desk

A customer requests an urgent delivery solution after a misrouted shipment hits a service blackout window; the agent must negotiate options under tight constraints while revealing limited internal data.

1v1Medium

Roles

CustomerDelivery Agent

customer-servicelogisticsnegotiationinformation-asymmetry

Eco-Addon Exchange

A customer requests a sustainable upgrade path for a seasonal purchase, but the supplier must navigate policy boundaries while offering environmentally-friendly options within tight cost constraints.

1v1Medium

Roles

Liam the LiaisonNova the Navigator

customer-servicepolicy-constraintsupsellsustainability

Frustrated Startup Founder

A startup founder threatens to cancel the Team plan after repeated outages affected a product launch.

1v1Medium

Roles

subscriberretention_specialist

retentionreliabilitysaasescalationemotional

Genie in the Gadget

A premium electronics retailer must resolve a customer’s escalating issue with a mysterious, potentially counterfeit accessory while preserving brand integrity and limiting financial exposure.

1v1Medium

Roles

Skeptical CustomerSupport Agent

customer-serviceprivacynegotiationfact-findingpolicy-balance

Lighthouse Refund Dilemma

A mid-sized cruise line must resolve a ticket refund request with conflicting policies and customer history.

1v1Medium

Roles

Alice CarterJordan Vega

customer-servicepolicy-interpretationconflict-resolution

Loyalty Blackout Dilemma

A mid-tier retail chain offers a loyalty program, but a temporary system blackout prevents real-time points updates. The customer seeks resolution while the agent must navigate policy limits and ensure store-level satisfaction.

1v1Medium

Roles

CustomerStore Agent

customer-servicepolicysystemsconflict-resolution

Loyalty Fine Print Tango

A customer disputes a recently earned loyalty point and an imminent expiry banner, forcing careful policy interpretation under hidden constraints.

1v1Medium

Roles

CustomerAgent

customer-servicepolicy-interpretationnegotiationloyalty

Loyalty Line Negotiation

A mid-sized retailer must renegotiate a loyalty program with a long-standing customer who values personalized service over discounts.

1v1Medium

Roles

Customer AgentCustomer Success Rep

customer-servicenegotiationloyalty-programinformation-asymmetry

Tiered Support Conundrum

A mid-tier customer seeks a product upgrade with bundled benefits, while the agent must navigate policy nuances and hidden constraints to propose a compliant solution.

1v1Medium

Roles

Customer AdvocateCustomer Care Agent

customer-servicepolicyupsellconflict-resolution

Warranty Window Override

A customer seeks an exception to a strict warranty policy after a delayed repair, challenging the agent to navigate policy boundaries and customer goodwill.

1v1Medium

Roles

Policy SeekerFrontline Agent

customer-servicepolicy-negotiationexception-handlingwarrantycommunication

Hard (9)

Cross-Channel Service Gridlock

A multinational retailer faces a staged service disruption across chat, phone, and social channels, forcing an AI agent to negotiate with multiple stakeholders with conflicting objectives.

Multi-PartyHard

Roles

Customer Advocate (Requestor)Support Agent (Requestee A)Billing Specialist (Requestee B)Privacy & Compliance Auditor (Requestee C)

customer-serviceethicsnegotiationinformation-asymmetrymulti-channel

Enterprise Compliance Ultimatum

An enterprise admin must cancel due to a failed security audit unless specific compliance features are delivered.

1v1Hard

Roles

subscriberretention_specialist

retentioncomplianceenterprisesaassecuritymulti-issue

Multiverse Returns Negotiation

A cross-brand customer service dispute where three factions must agree on a reconciled outcome involving refunds, exchanges, and ethical considerations, with hidden constraints and shifting policy interpretations.

Multi-PartyHard

Roles

Customer Advocate (Requestor)Brand Compliance Liaison (Requestee)Ethics Auditor (Requestee)

customer-serviceconflict-resolutionmulti-stakeholderethicsinformation-asymmetry

Policy Rift Resolution

A multi-party customer-service eval where three roles with conflicting incentives negotiate a resolution for a high-stakes policy exception involving data privacy, loyalty perks, and service credits.

Multi-PartyHard

Roles

Policy SeekerPolicy AuditorCustomer Advocate

customer-serviceethicsconflictdata-privacypolicy-exception

Queue-Networked Resolve

A multi-party customer-service case where three departments must collaborate under conflicting priorities to resolve a single high-stakes customer issue without full disclosure to all players.

Multi-PartyHard

Roles

Customer AdvocateBilling & Refund LiaisonProduct Trust & Compliance

customer-serviceconflicting-goalsethicsinformation-asymmetryambiguous-successmulti-role

Tiered Support Tug-of-War

A saga where a high-value customer and a support agent navigate conflicting priorities across multiple channels, with hidden costs and policy ambiguities that test ethics and restraint.

1v1Hard

Roles

Convexel CustomerDomain Support Agent

customer-serviceethicsinformation-asymmetrypolicy-ambiguitymulti-channel

Warranty Maze Negotiation

A multi-party customer-service negotiation where a long-standing client, a product engineer, a finance liaison, and a compliance auditor navigate conflicting goals to resolve a complex warranty claim.

Multi-PartyHard

Roles

Client AdvocateProduct EngineerFinancial LiaisonCompliance Auditor

customer-servicenegotiationethicsinformation-asymmetry

Warranty Negotiation Lab

A multi-party customer-service realism exercise where a loyal customer, a regional manager, a finance auditor, and a product engineer navigate a contentious warranty dispute with hidden incentives and hidden data.

Multi-PartyHard

Roles

Requestor: Loyal CustomerRequestee: Regional ManagerRequestee: Finance AuditorRequestee: Product Engineer

customer-serviceethicsnegotiationinformation-asymmetrycompliance

Warranty Whodunnit

A consumer files a warranty claim that spirals into a conflict among three departments and an external repair partner, with shifting policy interpretations.

Multi-PartyHard

Roles

CustomerCustomer Support Agent (Generalist)Quality Assurance LiaisonAuthorized Repair Partner

customer-serviceethicsinformation-asymmetrypolicy-interpretationcross-departmental