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Recover Abandoned Carts with the "Convert a Disengaged Shopper After Viewing Cart" Sales Skill

What is the "Convert a Disengaged Shopper After Viewing Cart" Sales Skill?

The "Convert a Disengaged Shopper After Viewing Cart" Sales Skill uses behavioral AI to identify customers who have viewed their cart but are showing signs of disengagement or abandonment. Once detected, Rep AI proactively approaches these customers with personalized assistance to nudge them toward completing their purchase or discovering complementary products that enhance their shopping experience.

Benefits

  • Reduce cart abandonment by re-engaging customers at a critical decision point

  • Increase conversion rates by addressing common purchase hesitations

  • Boost average order value by suggesting relevant complementary products

  • Provide timely assistance to customers who may have questions about their cart items

How to Enable and Configure This Sales Skill

Basic Setup

  1. Navigate to AI Training → Sales Skills in your Rep Console

  2. Find the "Convert a Disengaged Shopper After Viewing Cart" card

  3. Toggle the switch to ON to activate this skill

  4. Click the Settings button to customize the skill's behavior

Configuration Options

Rescue Algorithm™

The Rescue Algorithm™ is a core component that automatically detects when customers are about to abandon their cart. When activated:

  • Rep AI will use behavioral signals to identify disengagement after a customer has viewed their cart

  • The AI will proactively approach customers at the optimal moment

If the Rescue Algorithm™ is turned off, the AI will approach immediately instead.

To configure:

  1. Toggle the Rescue Algorithm™ switch to ON

Eagerness Settings

The eagerness setting determines how proactive Rep AI will be in approaching customers:

  1. Choose between AI-Optimized or Custom eagerness:

    • AI-Optimized: Rep AI automatically adjusts eagerness based on performance data

    • Custom: Set a manual level using the slider from "Laid back" to "Pushy"

  1. If you select Custom, adjust the slider based on how aggressively you want Rep to approach cart-viewing customers:

    • Lower eagerness (more laid back): Rep will only approach customers showing clear signs of leaving

    • Higher eagerness (more pushy): Rep will approach more customers, even if it's less certain they're about to abandon

Advanced Behavioral Settings

Fine-tune how Rep AI engages with customers who have viewed their cart:

  1. Additional AI Instructions: Provide specific guidance for how your Sales Assistant should behave and what it should avoid doing when interacting with customers who have viewed their cart

Example AI Instructions:

When approaching customers who have viewed their cart, always:
- Ask if they have any questions about the items in their cart
- Offer to explain shipping costs and delivery timeframes
- Highlight any current promotions or discounts that could apply to their order
- Be helpful but not pushy about completing the purchase
- Suggest complementary items based on what's already in their cart

  1. Suggestion Chips: When this skill is activated, customers will see helpful suggestion chips like "I have a question" or "Frequently bought together" to facilitate engagement

Note: Additional approach rules with custom behavioral triggers are available for merchants with the Expert Zone package.

Best Practices

  1. Address common cart abandonment reasons: Use additional AI instructions to guide your AI to proactively address shipping costs, delivery times, or payment concerns

  1. Highlight complementary products: Encourage your AI to suggest items that pair well with what's already in the customer's cart

  1. Balance eagerness carefully: Start with AI-Optimized eagerness or a middle setting if choosing Custom, then adjust based on customer feedback

  1. Review performance regularly: Use the "View analytics" option to monitor how effectively this Sales Skill is recovering abandoned carts and driving conversions

Troubleshooting

Issue: Sales Skill isn't triggering for cart viewers

Solution:

  • Verify the skill is toggled ON

  • Increase the eagerness level

  • Check that your cart page URL structure matches what the skill is configured to detect

Issue: Customers find the approach too aggressive

Solution:

  • Lower the eagerness setting

  • Adjust your AI instructions to use a more casual, helpful tone rather than pushing for immediate purchase

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