Most AI tools in customer experience are designed to do one thing: reduce support tickets.

But for brands with already strong CX operations, automation alone isn’t the biggest opportunity.

Driving sales is.

HigherDOSE, a wellness brand known for its infrared saunas and recovery tools, already had a polished CX infrastructure in place, thanks to its CX consulting partner, Create CX. Their support workflows were structured, their agents were experienced, and their processes were well established.

The question wasn’t how to fix support.

It was about turning customer experience into a revenue-generating function.

By implementing REP AI, HigherDOSE layered conversational sales capabilities on top of an already strong CX foundation. This created a new revenue stream directly from existing website traffic while maintaining exceptional support quality.

The challenge

Before REP, HigherDOSE’s customer support operation was already running smoothly.

The brand had a mature support stack, and operationally, the system worked well. Agents were rarely overwhelmed outside of peak holiday periods, and the team had strong workflows in place.

But there was one major limitation… There was no visibility into how chat influenced revenue.

The team couldn’t answer critical questions like:

• Was chat helping shoppers convert?
• Were conversations leading to purchases?
• Which chatbot interactions were actually generating revenue?

“The goal wasn’t to fix broken support workflows, it was to find a way to turn CX into a revenue-generating function,” explained Leeor Cohen, founder and CEO of Create CX.

Support automation existed, but the sales impact was invisible. That’s when CreateCX recommended a different approach.

The role of CreateCX

Create CX is a consulting agency that acts as a fractional customer experience leadership team.

Rather than focusing on just one part of the support stack, Create CX works across the entire CX ecosystem, helping brands design, scale, and optimize their customer operations as they grow.

Their philosophy is simple: customer experience should not be a cost center.

When implemented correctly, it becomes a competitive advantage that drives retention, loyalty, and revenue.

That philosophy played a major role in HigherDOSE’s decision to explore conversational AI with REP.

The strategy

Working with Create CX, the HigherDOSE team focused on using conversational AI not just to answer support questions, but to guide shoppers toward purchase.

REP stood out as the best solution to achieve that because it could:

• Drive sales directly through chat
• Attribute revenue to specific chatbot interactions
• Track conversion performance by individual “skills”
• Maintain accurate support responses
• Integrate seamlessly with existing support tools

This meant HigherDOSE didn’t need to overhaul their support stack or retrain their entire CX team. Instead, REP became an additional layer of intelligence, enabling the brand to capture more value from shoppers already on its site.

“Before REP, we had no visibility into how chat influenced revenue. HigherDOSE’s previous solution showed ticket reduction, but it didn’t show actual sales. The revenue attribution inside REP has been eye-opening for the team.”

Leeor Cohen, Founder and CEO of Create CX

Fast implementation without operational disruption

One of the most notable aspects of the implementation was speed. Training the AI took roughly one to two weeks, during which the team:

• Trained REP on HigherDOSE’s knowledge base
• Built custom FAQs for new product launches
• Aligned the AI’s tone and responses with the brand’s voice
• Enabled a mix of support and sales automation skills

“What’s especially impressive is that this was implemented during the holiday season — the busiest time of the year — and it still launched successfully,” said Leeor Cohen, CEO of Create CX.

Despite the high traffic and increased support demand, the rollout went smoothly.

Turning website traffic into revenue

Once live, REP immediately began generating and attributing sales. For the first time, HigherDOSE could see exactly how chat conversations influenced revenue.

These sales are done through REP AI’s sales skills, which are pre-configured capabilities the AI can execute when certain conditions are met. This includes answering product questions, guiding a shopper to the right item, or nudging someone to complete a purchase.

Each skill tells the AI:

• What goal it should achieve (e.g., convert a shopper)
• What information it should use (catalog, promotions, FAQs)
• How it should behave (tone, guardrails, messaging)
• What action it should take (recommend, upsell, answer, follow up)

In HigherDOSE’s setup, the most impactful skills are

1. Converting disengaged shoppers: When visitors spend time browsing product or collection pages without taking action, REP engages them in conversation and helps guide them toward the right product.

2. Upselling after add-to-cart: Engages shoppers after they add products to their cart, recommending complementary items and helping customers complete their purchase with confidence.

“Customer conversations are one of the most valuable moments in the shopping journey. REP changed how we think about chat on the website. Instead of being purely a support tool, it’s now part of how we guide customers toward the right product.”

Katie Kaps, Co-Founder at HigherDOSE

High customer satisfaction alongside automation

While revenue generation was a major focus, the support experience remained critical. HigherDOSE customers often ask detailed product questions, such as:

• How a product works
• How it should be used
• Whether it’s appropriate for specific situations

REP has proven particularly strong at handling these types of questions accurately.

“Our customers ask very detailed product questions, so accuracy matters a lot. REP has been able to answer those questions in a way that still feels aligned with the brand,”

Katie Kaps, Co-Founder at HigherDOSE

In fact, HigherDOSE’s chatbot helpfulness rating has reached nearly 100% in recent weeks, reflecting strong customer satisfaction with the AI-powered support experience.

The combination of accurate responses and thoughtful AI training has helped maintain the brand’s high support standards while introducing automation.

Results

Instead of treating chat purely as a support channel, the team can now see exactly how shoppers move from browsing to buying.

In the most recent 30-day period, REP’s analytics revealed a clear conversion funnel:

That visibility allowed the team to track how conversational interactions were influencing real purchasing behavior across the site.

“REP effectively created a new revenue stream by monetizing existing website traffic. It helps the brand generate additional revenue, helps executives justify the investment, and shows how CX can be a strategic function.”

Leeor Cohen, Founder and CEO of Create CX

REP also provided deeper insight into where those conversations were coming from. 96% of chat engagements came from new visitors, showing that REP was primarily interacting with shoppers who had not yet built a relationship with the brand.

This made chat an important first touchpoint for answering questions, recommending products, and guiding new customers to checkout.

The lesson is clear

Shoppers who once browsed silently now ask questions, get product guidance, and move toward purchase. Conversations that previously ended in support resolutions now create measurable revenue.

And because REP integrates directly into the brand’s existing CX infrastructure, the team didn’t need to restructure workflows, retrain agents, or rebuild their support stack to make it happen.

Instead, they unlocked new value from traffic they were already getting.

And as HigherDOSE discovered, when CX is equipped with the right tools, it stops being a cost center and starts becoming one of the most efficient revenue channels in the business.