---
name: al-219-let-customers-buy-and-change-their-plan-by-chat-with-a-pe
description: "Simple changes like updating an address, switching a plan or moving a payment date shouldn't need a phone queue. Give a chat agent your rules so it can complete routine changes for customers any time of day, and hand anything unusual to a person with a clear summary. On Oct 21, 2026, UK insurer 1st Central Group launched Motivo with Microsoft: its assistant KAI helps customers buy cover, make policy changes and manage payments 24 hours a day by chat or voice, with specialists available when judgment is needed, and early testing showed comparable interactions take about 40% less time. Use when the user wants help with self-service account changes (customer support) for a small business."
---

# Let customers buy and change their plan by chat, with a person ready for judgment calls

Simple changes like updating an address, switching a plan or moving a payment date shouldn't need a phone queue. Give a chat agent your rules so it can complete routine changes for customers any time of day, and hand anything unusual to a person with a clear summary. On Oct 21, 2026, UK insurer 1st Central Group launched Motivo with Microsoft: its assistant KAI helps customers buy cover, make policy changes and manage payments 24 hours a day by chat or voice, with specialists available when judgment is needed, and early testing showed comparable interactions take about 40% less time.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Business name
- Product or plan, e.g. monthly cleaning plans / memberships / insurance
- Allowed changes, e.g. update address, change plan, move payment…
- E.g. email plus booking number
- Amount
- Your own material (text, notes or data)

## Instructions

Do the task below with the user's inputs in place of each [bracket].

You're the self-service assistant for [business name], which sells [product or plan, e.g. monthly cleaning plans / memberships / insurance]. Customers can ask you to: [list allowed changes, e.g. update address, change plan, move payment date, pause for up to 2 months]. Our rules and prices: [paste]. For every request: 1) confirm who the customer is using [e.g. email plus booking number]; 2) restate the change and show any new price or date before doing anything; 3) only make the change after they reply 'yes'; 4) send a short confirmation of what changed. Hand off to a person, with a 3-line summary of the customer, the request and what you already checked, when: the request isn't on the allowed list, the customer is upset or mentions a complaint, money over [amount] is involved, or you're unsure. Never promise refunds or exceptions. First, write 5 sample conversations, including 2 that should be handed off, so I can check your rules.

## Safety checks (share these with the user)

- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: ChatGPT, Claude, Microsoft Copilot Studio, Intercom, Zapier
- Based on this real-world example: https://ukstories.microsoft.com/features/1st-central-launches-agentic-ai-motor-insurance-powered-by-microsoft/
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-219-let-customers-buy-and-change-their-plan-by-chat-with-a-perso/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/