The future of renewals relies on the stickiness of enterprise software. The gamble is that customers will tolerate bot-only support and sting renewal price hikes because the cost of migrating away is too high.
The company is moving to a No Human Interaction model where AI agents (utilizing the Aviator framework) serve as the primary interface. These bots handle everything from initial outreach to basic tier negotiation. The goal is to transition customers to an automated, self-service portal where renewals are processed as take it or leave it transactions.
This removes human negotiation but also eliminates the firewall that previously prevented customer churn. This automation is the technical justification for the reported 15–20% RIF planned for early F27. The company is stripping out its overhead cost to inflate short-term profitability.