Orbit Baby

CONSIDERED PURCHASE PLAYBOOK

How Orbit Baby Drove 15% Higher AOV with Alhena AI Shopping Assistant

The premium baby gear brand leverages Alhena to empower parents during high-consideration purchases, streamline support workflows, and scale personalized customer care 24/7.

Customer story · Published · Results as of October 2026

Orbit Baby and Alhena case study video

15%

higher AOV among engaged shoppers

10%

of online revenue influenced

24x7

automated support for routine inquiries

Observational results, July 6 to October 18, 2026, comparing shoppers who engaged with Alhena to other shoppers. Not a controlled test.

In brief

Orbit Baby, a premium baby gear brand known for its strollers and car-seat travel systems, uses Alhena’s AI Shopping Assistant to answer parents’ detailed questions about compatibility, features, and specs on its website. Answers are grounded in Orbit Baby’s own product manuals, help articles, FAQs, and support history, and specific safety scenarios are routed to its support team. From July to October 2026, shoppers who engaged with Alhena placed orders with 15% higher average order value than other shoppers and accounted for about 10% of tracked online revenue.

Company Snapshot

Brand:
Orbit Baby
Industry:
Premium Baby Gear & Travel Systems
Focus Area:
Digital product guidance and AI-powered support operations
Objective:
Deliver a seamless, highly informative pre-purchase experience while preserving human connection for complex customer inquiries.
Integrations:
Shopify and Zendesk
Live since:
July 2026
“There’s so many questions parents have. And we needed a tool to help bridge that gap and get the information in their hands to make the right decision.”

Mike Krantz, Director of Marketing at Orbit BabyMike KrantzDirector of Marketing, Orbit BabyOrbit Baby

The Challenge

Orbit Baby’s digital team wanted to eliminate pre-purchase friction for parents navigating high-consideration product decisions online. Purchasing premium strollers and travel systems online requires extensive research into safety, compatibility, and ergonomics without physical interaction.

Key challenges included:

  • Removing conversion blockers: Addressing detailed questions around compatibility, features, and specs during critical purchase moments.
  • Scaling customer support: Preventing support capacity bottlenecks during peak chat volumes without expanding headcount.
  • Ensuring brand trust and accuracy: Guaranteeing precise, verified product information on safety-critical gear.

The Solution

A Knowledge-Grounded AI Shopping Assistant

Orbit Baby deployed Alhena not just as a support tool, but as an interactive AI shopping assistant directly on their digital storefront.

  • Deep Knowledge Integration: Integrated Zendesk alongside help articles, FAQs, historical support data, and comprehensive PDF product manuals, allowing the assistant to pull accurate technical details instantly.
  • Grounded & Verifiable Guidance: Configured AI guardrails grounded in Orbit Baby’s original documentation, ensuring complete transparency and source attribution for every answer.
  • Safety & Compliance Escalations: Implemented strict rules instructing the system to automatically generate support tickets for specific safety scenarios requiring human expertise.
  • Shopping & Support Model: Enabled smooth handoffs to human agents, attaching full conversation histories and context within Orbit Baby’s Zendesk helpdesk to optimize resolution times.

Most engagement happened on the product page itself: more than 80% of shoppers who engaged with Alhena used the FAQs built into Orbit Baby’s product pages, right where parents compare options.

Questions parents brought to Alhena on orbitbaby.com

  • Is the M+ stroller seat compatible with a G5 stroller base?
  • When do we switch to this from the infant car seat?
  • Is the G5 a good travel stroller?
  • Compare the G5 and M+ travel systems.
Real shopper questions from October 2026, anonymized and lightly edited for punctuation.

Explore the AI Shopping Assistant

“It’s definitely reduced our ticket volume… people that end up using the widget or interacted with the widget in some way, they ended up spending around fifteen percent more on their order.”

Sanford Kim, Chief Operating Officer at Orbit BabySanford KimChief Operating Officer, Orbit BabyOrbit Baby

Mobile experience

Alhena product questions on the Orbit Baby G5 stroller page on mobile, with suggested questions such as Can it rotate with child seated?
Product questions are answered right on the product page.
Alhena chat open on orbitbaby.com on mobile, welcoming parents with guided questions about the G5 stroller
The assistant opens with guided prompts for the product a parent is viewing.

The Impact

Higher order values and optimized support workflows

The impact of the AI Shopping Assistant showed up across order value and operational efficiency:

  • 15% Higher Average Order Value (AOV): Shoppers engaging with Alhena, often while choosing the right configurations and accessory add-ons, placed orders with 15% higher average value than other shoppers.
  • Fewer Routine Tickets: Orbit Baby’s team reports that automated answers to repetitive pre-purchase questions have reduced ticket volume, freeing up the support team for complex inquiries.
  • Actionable Customer Insights: Recurring questions captured by Alhena provided direct feedback to the ecommerce team to continuously optimize product detail pages.

“Another benefit that we didn’t really foresee coming into this was just being able to see some of those anonymous conversations between the chat agent and the customer… you get to go behind the minds of the customer to see what they’re thinking, which I think is very valuable research.”

Sanford Kim, Chief Operating Officer, Orbit Baby

Frequently asked questions

How does Orbit Baby use Alhena?

Orbit Baby runs Alhena’s AI Shopping Assistant on its website to answer parents’ detailed questions about compatibility, features, and specs during the purchase decision. The assistant draws on Orbit Baby’s help articles, FAQs, historical support data, and PDF product manuals, and hands complex conversations to human agents in Zendesk with the full conversation history attached.

What results has Orbit Baby seen with Alhena?

From July 6 to October 18, 2026, shoppers who engaged with Alhena placed orders with 15% higher average order value than other shoppers, and those shoppers accounted for about 10% of tracked online revenue. Orbit Baby’s team also reports fewer routine support tickets. These results are observational, not a controlled test.

How does Alhena handle safety-critical questions about baby gear?

Alhena’s answers are grounded in Orbit Baby’s original documentation, with source attribution for each answer. For specific safety scenarios that require human expertise, Orbit Baby set rules that automatically create a support ticket so its team can respond.

Which systems does Alhena connect to at Orbit Baby?

Alhena works with Orbit Baby’s Shopify storefront and its Zendesk helpdesk, alongside help articles, FAQs, and PDF product manuals.

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