Case Study · Supplements & Recovery · May 2026
How Sousa made every PDP visit a buying conversation — and found the objections quietly killing conversion.
- 48-hour deployment
- 350+ conversations
- 6-SKU catalog
Consideration-stage questions — ingredients, dietary fit, and flavor — on a six-SKU catalog
Of shoppers who see the rep go on to send a message — several times typical site-chat rates
Lactose tolerance, sugar content, and blood-sugar compatibility — verbatim, in the first weeks live
Two days from sales call to answering shoppers on the storefront
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, with mid-trial tuning of agent prompts, product surfacing, and tone based on real conversation data. The agent's handling of 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 handling of ingredient objections was the largest single tuning lift.
Every conversation feeds the dashboard as structured research — intent, objections, and verbatim quotes — so the brand sees why shoppers hesitate, not just that they left.
“Within the first weeks, 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 its first 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.
Sousa · Supplements & Recovery