Cart recovery agent reactivates 21% of abandoned carts

The challenge

The brand watched 70% of carts get filled and then abandoned. Shoppers added a dress, hesitated over size or fit, and drifted off, and the only safety net was an email recovery sequence that everyone has learned to ignore.

Generic "you left something behind" emails felt like spam, converted poorly, and did nothing to answer the actual reason people hesitated: "will this fit me?", "is this the right colour for me?".

Adding human reps to chase carts personally would have worked, but the economics didn't, not at that volume.

The solution

A cart-recovery and styling agent now reaches hesitating shoppers personally, on a channel they actually read:

• Timely WhatsApp recovery, the Cart Recovery Agent reaches abandoned carts via WhatsApp about 90 minutes after abandonment, referencing the exact items left behind instead of a generic nudge.
• Answers the real objection, the Style Advisor Agent helps with size and fit using product data from the Product Feed in the Knowledge Base, resolving the hesitation that actually killed the sale.
• Discount only when needed, the agent offers a small incentive only if the shopper still hesitates, protecting margin instead of discounting everyone by default.
• Multi-channel safety net, Email stays in the mix via Follow-ups for shoppers who prefer it, so recovery isn't limited to one channel.
• Recovered carts tracked, recovered conversations sync to CRM with the chat link, so the brand sees exactly what the agent reactivated.

The agent reactivated 21% of abandoned carts, a personal touch at full scale, without hiring a single extra rep.

What was deployed