Turning Abandoned Carts into Revenue with AI Voice Agents

Australia’s trusted fitness store, Orbit Fitness, identified abandoned carts as a revenue opportunity, but testing AI voice calling through a traditional build would have meant months of development, higher investment, and major team involvement before knowing if it could actually recover sales. Built on Kagen ADD, Kagen VOICE eliminated the complexity, cost, and uncertainty of traditional development. In just 3 weeks, Orbit Fitness deployed an AI voice agent that re-engaged customers, recovered abandoned orders, and unlocked new revenue opportunities, without the need for a large upfront investment or lengthy implementation cycle.

300% Higher Cart Recovery Rate
34% Customer Connect Rate
45% Faster Customer Re-engagement

Business Requirements

Orbit Fitness was facing a growing revenue loss as high-intent shoppers continued to abandon checkouts every month. With 300-400 carts being abandoned and customers taking longer to decide due to high-consideration purchases, the existing recovery approach was no longer effective. A more proactive and scalable engagement model was needed to connect with customers at the right moment, recover missed sales, and scale revenue without adding manual effort.

What was missing?

Low engagement from email-only recovery, with open rates below 20%
Lack of real-time, two-way interaction to address customer objections
Inability to personalize beyond basic details like name or cart value
Delayed outreach, missing the optimal window for conversion
Over-reliance on passive communication with no urgency
No dynamic pricing or tailored offers based on customer interest, cart value, or hesitation

To recover lost sales, the brand wanted to deploy an AI voice agent that can help turn abandoned carts into revenue by calling customers automatically, answering purchase concerns in real time, offering approved discounts based on cart history, and sending recovery links instantly. By automating customer follow-ups, the brand could recover more sales, improve conversion performance, and scale revenue growth with minimal team involvement.

Solution

Real-Time AI Voice Outreach

We implemented automated cart detection to identify abandoned checkouts and trigger AI-powered calls through Kagen VOICE within a short window after abandonment.
The AI-voice agent initiated personalized conversations by referencing the specific products left in the cart, making every interaction timely, relevant, and purchase-focused.
The AI-native voice agent enabled proactive, human-like customer engagement at scale without requiring manual calling from the internal team.

Conversational Engagement & Assistance

Kagen VOICE was configured to manage real-time customer conversations and respond to common questions, buying objections, and purchase hesitations during the call.
The agent provided contextual support around product details, pricing, offers, and checkout assistance to help customers move forward with confidence.
When a conversation required human support, the agent enabled smooth escalation to the team for a seamless hybrid engagement experience.

Automated SMS Recovery Flow

We set up automated SMS follow-ups after each interaction, allowing customers to return to checkout through a personalized recovery link.
The recovery flow gave customers a faster path back to their pre-loaded carts, with eligible discounts applied automatically where applicable.
This reduced purchase friction and improved the chances of conversion by removing extra steps such as re-adding products or manually entering coupon codes.

Intelligent Discount Management

We set clear discount limits so Kagen VOICE could offer the right incentive during recovery calls while avoiding unnecessary discounts and protecting margins.
Higher-value discounts required approval before being offered, giving the brand better control over margins.
Discount performance was tracked against recovered carts, giving the team clear visibility into revenue impact and ROI.

End-to-End Automation & Campaign Management

We delivered a fully automated recovery pipeline covering cart detection, call placement, SMS delivery, discount handling, and outcome tracking.
The system helped prioritize outreach using cart value, abandonment timing, and customer segments.
This gave the brand a scalable recovery operation with minimal manual oversight, consistent execution, and clear visibility into performance.