Case Study · Supplements & Recovery · May 2026
How Sousa made every PDP visit a buying conversation — and lifted revenue 11% in a month.
- 48-hour deployment
- 1 month live
- 50 conversations daily
503
Conversations
Just in the first 2 weeks live — each one uncovered essential insights
~12%
Chat → Cart
Of agent-engaged sessions added to cart, reflecting high consultative intent
~17%
Chat → PDP
Of agent recommendations led people to look at the product page
2.4×
Conversion Lift
People who asked questions converted 2.4× more than typical visitors
+11%
Revenue
Overall revenue increased 11% over the first month live
Project Overview
Sousa makes a single-packet "protein + electrolytes + hydration" recovery mix in three flavors — a small, focused catalog where every product question is a buying question.
Two days from kickoff to live: an agent shopper-traffic window with mid-trial tuning of agent prompts, product surfacing, and tone based on real conversation data. The agent's response to dietary objections was the largest single tuning lift.
- Is this safe if I'm lactose intolerant?
- How much sugar is in it?
- Will this work for someone managing blood sugar — and is whey okay if I'm allergic to vitamins?
The Challenge
Only 6 SKUs but a lot of questions
These objections live in the consideration phase. They don't show up in pageviews or in the moment a shopper abandons a cart, and they actually decide whether the customer buys — and they never find out why.
The Solution
Kinect's AI Sales Rep, live in 48 hours, trained on ingredients and positioning
We ran an open-shopper-traffic window with mid-trial tuning of agent prompts, product surfacing, and tone based on real conversation data. The agent's response to ingredient objections was the largest single tuning lift.
We deployed multiple agent variants across shopper segments — first-time visitors, returning shoppers, and high-intent sessions — and tracked which framing converted best.
“Within the first week, Kinect identified the three purchase blockers killing conversions in this category — lactose intolerance, sugar content, and diabetes compatibility — surfaced with verbatim shopper language. None were addressed in the brand's existing PDP copy or FAQ.”
Kinect · Headline Insight
In two weeks, Kinect functioned as an always-on consumer-research engine for Sousa — surfacing the objections, missing products, and shopper language that would have taken a quarter of customer research to assemble, and converting a meaningful share of chat sessions into cart in the process.
Sousa · Supplements & Recovery