We deployed AI for ecommerce cart abandonment recovery at Emma Sleep, Europe's most awarded mattress brand. The AI calling agent beat their human sales team on recovery rate and revenue, running 24/7 at zero added headcount.
About the customer
Emma Sleep entered India with a premium product and carts averaging ₹15,000 — but thousands were dropping off at checkout every day.
Their recovery stack — WhatsApp, email, a calling team capped at 3,000 calls/day — couldn't convert at scale. They needed phone-call effectiveness at software speed.
01
₹15K+ lost per cart
High-value carts lost every day
Lakhs of unique customers abandoning carts led to crores of lost revenue.
02
low recovery rate
WhatsApp & email channels become saturated
Industry-wide, one-way communication, no conversation.
03
only ~3k calls daily
Human agents max out on recovery
Human agents cannot scale — high cost, limited hours. For inbound support the same problem applies: see how an ai receptionist handles every call automatically.
04
no personalisation
No re-engagement at scale
Even at best, humans cannot personalise for thousands of clients daily.
Step 01 — Trigger Calls
Instantaneous outreach
2 in 3 calls answered
Every abandonment triggers an instant call — within minutes, while intent is still high. That timing alone ensures 2 in 3 customers pick up, driving answer rates cold outreach can't match.
Step 02 — Follow-up Pipeline
Full follow-up pipeline
Tracked
One attempt is never enough. The system manages a structured pipeline across call, WhatsApp, and email — nurturing every prospect until they reach a resolution.
Step 03 — Language
Customer's language of choice
Localized
The agent speaks in the customer's dialect — all South Indian languages, Hindi, and English — adapting in real time. Natural dialogue, not a script, builds trust and handles objections instantly.
Step 04 — Insights
Deep data from every interaction
Every call
Every call captures sentiment, objections, and drop-off points. Clients use this telemetry to sharpen pricing, refine offers, and keep recovery rates climbing.
The AI handles every concern naturally — mattress type, delivery, returns, trial period. It sounds like a real sales agent. Call recordings and transcripts make the whole process fully transparent. We're seeing a much higher cart recovery rate.
Twelve months of live data from Emma Sleep India's Shopify store.
If someone sent you here to find out what Emma Sleep was using — hello.
Running a health, wellness, or supplement brand on Shopify? See how voice AI for health and wellness works for US inbound support.