ACP Promo Explainer delivers clear, plain‑language explanations whenever promotional pricing or discounts affect a customer’s bill. This feature is available only for select ACP-eligible clients. Bill Explainer displays ACP promo information based on upstream eligibility data; it does not perform eligibility determination.
It detects promo lifecycle events (For Example, a promotion starting, changing, or expiring) and explains what changed, by how much, and why, using a consistent before-and-after reason narrative. This replaces ambiguity with transparent, productized insight, reducing “why did my bill change?” calls and improving customer trust.
For Example, Your bill is higher than last month, mostly due to the Internet TV Bundle promotion has been added to your account, and Basic Phone Service has had a rate increase, along with HST, and partial charges for Internet TV Bundle.
Previous Balance: CA$146.74
You saved $53.00 this month!
Your promotion ends August 6, 2026.
When agents view a statement impacted by a promo event, they will see the same before-and-after reason narrative customers see, and any internal references (For Example, the promo code name or identifier, if configured). This alignment shortens handling time and avoids guesswork.
How It Works
Bill Explainer continuously monitors billing data across cycles to identify any promotional or discount-driven changes. When a promo event, such as a new discount, a rate adjustment, or a promo expiry, occurs, the system automatically compares the current and previous bill cycles to detect the exact impact on each line item and the total bill.
Once a change is detected, ACP Promo Explainer generates a clear, plain-language message that follows a standardized “before-and-after reason” format. This message highlights the affected line item, shows the previous and current amounts, and explains the change in simple terms. The explanation is displayed directly in the Explainer microsite, ensuring both customers and agents see the same consistent narrative.
All scenarios, including promo expiries, adjustments, additions, removals, and overlapping promotions, are handled using this unified framework. There is no need for custom logic or manual intervention; every explanation is productized and delivered automatically, making the experience seamless for both users and support teams.
Key Benefits
Clear Customer Communication: Customers see plain-language explanations for promo and discount changes, reducing confusion and building trust.
Lower Support Volume: By proactively explaining bill changes, the feature helps prevent unnecessary support calls and escalations.
Consistent Messaging: All scenarios use a standardized, branded framework, with no custom logic or manual intervention needed.
Faster Agent Resolution: Agents and customers see the same before-and-after reason narrative, making it easier to resolve questions quickly.
Scalable and Low-Maintenance: Productized logic means no ongoing custom development, making the solution easy to deploy and maintain.