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Boost Average Order Value with the "Upsell After Add-to-Cart" Sales Skill

What is the "Upsell After Add-to-Cart" Sales Skill?

The "Upsell After Add-to-Cart" Sales Skill uses behavioral AI to identify opportunities for suggesting complementary products right after a customer adds an item to their cart. This strategic moment presents a perfect opportunity to increase average order value by recommending products that enhance, complement, or pair well with what the customer has just selected. Once triggered, Rep AI proactively approaches customers with personalized product recommendations to boost sales and enhance the shopping experience.

Benefits

  • Increase average order value by suggesting relevant complementary products

  • Enhance the customer experience by recommending genuinely helpful additions

  • Capture sales opportunities at a high-intent moment in the shopping journey

  • Reduce the need for customers to search for related items they might need

How to Enable and Configure This Sales Skill

Basic Setup

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

  2. Find the "Upsell After Add-to-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 have added items to their cart and might be receptive to additional suggestions. When activated:

  • Rep AI will use behavioral signals to identify the optimal moment after cart addition

  • The AI will proactively approach customers with relevant recommendations

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 after they add to cart:

  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"

  2. If you select Custom, adjust the slider based on how aggressively you want Rep to approach customers:

    • Lower eagerness (more laid back): Rep will be more selective about when to suggest additional products

    • Higher eagerness (more pushy): Rep will be more assertive with complementary product suggestions

Advanced Behavioral Settings

Fine-tune how Rep AI engages with customers after they add products to cart:

  1. Additional AI Instructions: Provide specific guidance for how your Sales Assistant should behave and what it should avoid doing when making post-cart-add recommendations

    Example AI Instructions:

    When approaching customers after they add a product to cart, always:
- Acknowledge their selection positively
- Suggest products that genuinely complement their choice
- Explain why the recommended products pair well with their selection
- Keep suggestions relevant to the product category or use case
- Maintain a helpful tone rather than pushy sales language

  2. Suggestion Chips: When this skill is activated, customers will see helpful suggestion chips like "Recommend more" to facilitate engagement

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

Best Practices

  1. Keep recommendations relevant: Use additional AI instructions to ensure your AI suggests products that truly complement what's been added to cart

  2. Highlight bundle savings: Encourage your AI to emphasize any discounts or special offers available when purchasing complementary items

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

  4. Review performance regularly: Use the "View analytics" option to monitor how effectively this Sales Skill is increasing average order value

Troubleshooting

Issue: Sales Skill isn't triggering after customers add products to cart

Solution:

  • Verify the skill is toggled ON

  • Check that your cart add events are being properly tracked

  • Review your behavioral settings to ensure they match your cart structure

Issue: Customers find product recommendations irrelevant

Solution:

  • Update your product catalog relationships to better define complementary items

  • Provide more specific guidance in your Additional AI Instructions

  • Review and refine which product types trigger which recommendations

Issue: Upsell recommendations are too aggressive

Solution:

  • Lower the eagerness setting

  • Adjust your AI instructions to use a more casual, helpful tone

  • Ensure recommendations emphasize value rather than just additional purchases

Related Features

  • Convert a Disengaged Shopper After Viewing Cart: Complements this skill by engaging customers who have proceeded to view their cart

  • Convert a Disengaged Shopper on a Product Page: Engages customers earlier in the funnel, before they add items to cart

  • Product Finder: Helps customers discover additional products that match their preferences

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