Situation
The store sold items priced between $35–$115, with an average order value of $65. Cart abandonment was at 71%.
Decision
The team tested discount pop-ups, human chat, and an AI conversational agent. The agent only started after 12 seconds of checkout inactivity.
Result
After 90 days, abandonment dropped from 71% to 47%. Positive ROI on day 47.
Learnings
Users who pause at checkout have doubts — the time-based trigger was the key insight.