Converting High-Intent Conversations Into Revenue 24/7 With an AI Agent
Overview
Fold is a fast-growing fitness brand operating in over 25 countries, selling high-value Pilates equipment directly to consumers as well as to commercial clients.
With products priced around £2,000, customer conversations play a critical role in driving revenue. Many customers don't purchase immediately—they ask questions, compare options, and need guidance before making a decision.
"How we appear from a customer service perspective is critical to our business growth."
The Challenge
"What we were left with actually created more issues for ourselves."
Fold was receiving over 100 inquiries a day from customers across different countries, each at a different stage of the buying journey.
These weren't simple support tickets. Most conversations were part of the sales process—customers asking detailed questions before committing to a high-ticket purchase.
At the same time, response delays were costing them opportunities. If a customer didn't get a fast and helpful answer, they would often move on.
The team initially tried implementing AI internally, but the experience fell short.
Responses lacked context, consistency, and brand alignment—making it unusable as a real revenue-driving tool.
The Solution
"You weren't just recreating what we had—you were optimizing the whole journey."
Fold implemented an AI agent designed not just to answer questions—but to support the full customer journey from first touch to purchase.
Instead of replicating existing workflows, the system was built around how customers actually make buying decisions.
The AI handles every first interaction instantly, qualifies the customer's intent, provides detailed answers, and guides them toward the next step—whether that's purchasing or speaking to a human.
Key Benefits
- •Key Benefits: The biggest shift was in how conversations were handled. Customers no longer had to wait for responses. They received immediate, informative answers that helped them move forward in their decision-making process. At the same time, the internal team was no longer stuck handling repetitive pre-sale questions. Instead, they could focus on high-value interactions that directly impact revenue. The AI effectively became the first layer of the sales funnel—handling volume, qualifying demand, and keeping potential customers engaged. "It feels like part of the team."
Impact
"100% of our initial responses were being delivered by AI within under five weeks."
Fold quickly moved to a model where every customer inquiry is answered instantly, regardless of time zone or volume.
This had a direct impact on the business. Faster responses meant fewer lost opportunities, better engagement, and improved customer confidence during the buying process.
As the company scaled, they were able to maintain—and even improve—the quality of their customer experience without increasing headcount.
Conclusion
"This has been the catalyst for improving our entire business."
For Fold, customer service is no longer just a support function—it's a core part of the revenue engine.
Every conversation is now an opportunity to guide, convert, and build trust—at scale.