One of the world’s first abandoned-cart sales calls run end‑to‑end by a bot
How Tata 1mg ran abandoned-cart recovery calls by using end to end voice and, orchestrated workflows and increased uptick of conversion by 15% compared to their trained human agent.
Industry
Healthcare, E-commerce, Pharmacy and Diagnostics
Use cases
Cart recovery, package upsell, slot booking
Languages
11+ Every state in India
Featuring
Anubhav Mehrotra VP CX, Tata 1mg Varun Mahajan AVP, Tata 1mg
With Arrowhead, we became one of the first companies globally to perform abandoned-cart sales end to end, by a bot, on a phone call. Zero humans on the line.
Anubhav Mehrotra · VP CX
Achievements
+15%
higher conversion from the human-agent benchmark, on the same leads
↑ 30%
higher connection rate — calls within 2 hrs, any language
2 wks
from kickoff to live customer calls in production
Challenge
Every drop-off has its own reason
One customer stops at the price. One isn’t sure the test is the right one. A third reaches checkout and won’t enter a parent’s details on a screen. Each abandoned cart has its own reason, and most need a question answered before the order will close.
A trained agent handles that all day. The open question was whether an AI could — in Hindi, in English, in the mix people actually speak, at any hour?
How we built it
One call that does everything the app does
28
live APIs orchestrated
10+
actions taken in call
1
phone call, zero humans
The agent calls back. It asks what stopped the order, hears “the price,” and finds a package that covers the same tests for less. It checks stock, confirms the patient, picks a delivery slot, and places the order. One call. The app never reopens.
The customer paused, switched from Hindi to English, changed their mind once. The agent followed all of it — while making 28 live API calls in the background they never heard.
A real call
Abandoned cart sales call
(Hindi)
Results
A channel that converts above the human benchmark
The agent reaches every drop-off, not just the slice a team has time to call. It connects with 30% more of them — calling within two hours, in the customer’s own language. And of the ones it reaches, it closes 15% more than a human agent does.
It doesn’t edge ahead at one step. It wins at every step of the same funnel. That was the moment cart recovery stopped being an experiment and became a sales channel.
How we measured
Same leads, same window, with the human team as the control arm. Conversion is defined as a completed order placed on the recovery call. Not cherry-picking by segment.
When you hear the calls, you realise this is not just automation. It is selling, assisting, handling objections, and completing the journey.
Varun Mahajan · AVP, Tata 1mg
What's next
Built to scale across India’s languages
This isn’t the ceiling for AI in sales. This is the floor.
Varun Mahajan · AVP, Tata 1mg