CUSTOMER SUCCESS STORY

How Ettitude Increased Average Order Value by 12% with Alhena AI

12%

Higher average order value

4%

Revenue lift after initial deployment

<1 day

From install to launch-ready

24x7

Concierge-level coverage

Company Snapshot

Brand:

Ettitude

Industry:

Luxury Home Essentials & Sustainable Bedding

Focus Area:

Conversion optimization and premium shopping experience

Objective:

Deliver instant, confident answers to high-intent shoppers at the right moment without adding headcount or compromising brand tone.

"We've seen the average order value from Alhena shopping users is about 12% higher than customers who don't engage with the AI assistant. At our price point, that's a significant uplift."

Phoebe

Founder & CEO, Ettitude

The Challenge

High-Intent Shoppers Dropping Off at the Moment of Decision

Ettitude creates luxury home essentials made from their proprietary CleanBamboo® fabric. These are products built around comfort, wellness, and sustainability. With a premium price point, customers naturally had questions before committing: fabric hand feel, size fitting, washing temperatures, color comparisons, and sustainability credentials.

When those questions weren't answered immediately, shoppers dropped off rather than converted. Meanwhile, Ettitude's lean concierge team was spending the majority of their time fielding the same high-intent questions over and over. Queries around order status, returns, product specs, and care instructions slowed response times for the more nuanced, relationship-building interactions the brand is known for.

The challenge intensified during holiday peak periods. As a wellness brand that values work-life balance, Ettitude didn't want to burn out their team, but they also couldn't afford to leave revenue on the table.

Purchase hesitation: Customers needed instant reassurance on fabric, fit, color, and sustainability before converting
Repetitive volume: Common questions about orders, returns, and product details consumed the concierge team's bandwidth
Seasonal pressure: Peak periods like BFCM required seasonal hires to maintain service levels, straining a lean team

The Solution

An AI Concierge That Feels Like Part of the Brand

Ettitude deployed Alhena as both a shopping assistant and a first-layer support concierge, bridging the gap between pre-sale guidance and post-sale support in a single, seamless experience.

Lightning-fast implementation: The app was fully installed and launch-ready in under a day. The full AI knowledge base was trained in less than two weeks — just in time for the Black Friday / Cyber Monday peak season.
Brand-aligned tone: Initial hesitation around a "robotic" feel disappeared once Ettitude saw how precisely the AI could be tuned to their premium brand voice. The assistant pulls from detailed PDPs, blog posts, and internal knowledge to deliver thoughtful, on-brand answers.
Instant knowledge surfacing: Ettitude had already built a rich library of content, but customers often couldn't find the right information at the right moment. Alhena solved this by pulling facts instantly and pointing shoppers to the right resources.
Effortless training loop: When the team provides feedback or new instructions, the AI picks it up immediately. No re-deployment cycles, no waiting.

"What really made us happy about Alhena is how fast it can be trained. Once you provide feedback or tell it to do something, it picks it up immediately - right there in the next conversation."

Jade

Concierge Team Lead, Ettitude

The Impact

Higher Baskets, Fewer Tickets, and a Team That Can Focus on What Matters

12% higher AOV:

Customers who engaged with the AI shopping assistant spent 12% more per order than those who didn't. The AI helped shoppers get confident answers fast, often prompting them to add more relevant items to their cart.

AI-driven revenue exceeded human agent revenue:

When tracking revenue attribution, the AI concierge actually drove more revenue than the human support team — a powerful indicator of its effectiveness at converting high-intent shoppers.

Massive reduction in repetitive tickets:

Common questions about order status, returns, fabric, and care instructions are now handled by the AI first layer, freeing the concierge team to focus on complex cases, customer retention, and proactive outreach.

Near-zero customer pushback:

Despite being a premium brand, negative feedback about using AI was minimal. Customers valued the speed and accuracy. And for those who prefer a human, the handoff is seamless and fast.

Looking Ahead

Where Shopping and Support Become One

Ettitude's vision for the next year is a customer journey where the line between shopping and support almost disappears entirely. Whether a customer needs product guidance, order help, or styling reassurance, the experience should feel like a single, intuitive conversation powered by AI where it adds speed and accuracy, and supported by humans where emotional empathy and judgment matter most.

"The focus is on continuing to refine the end-to-end journey using AI where it meaningfully enhances the experience, while doubling down on the human moments that build trust, loyalty, and emotional connection with customers."