“Unlike most brands, we’re selling an experiential product rather than a commodity. This pushed us to develop an agent that went far beyond answering basic questions. It needed to evoke emotion by articulating excitement and curiosity, all while using our brand voice. Once we made that a reality with Omakase, it opened the door for users to discuss their hesitations and motivations. It really made our $1,100 AOV feel more approachable. The overall conversion lift is great, but the real gold mine has been the insights from the agent speaking directly with on-the-fence customers.”
— Eric del Valle, Senior Director of Ecommerce at Onewheel
Headlines
- Customers who engaged with the AI Board Finder converted at 3× the rate of those who did not, driving a 300% lift in revenue per session during the 2025 holiday shopping season (mid-Nov through Dec).
- Over 7,000 natural conversations revealed rich customer insights, uncovering how riders think about terrain, experience level, and performance tradeoffs — insights that traditional analytics couldn’t surface.
- Customers spent 8x longer on site after interacting with the AI Board Finder. The experience increased decision confidence, helping high-intent shoppers move from uncertainty to action during peak demand.
Background
Onewheel, the self-balancing electric skateboard brand, faces a unique product discovery challenge. Its lineup includes similar-looking boards at very different price points which are tailored for certain skill levels and terrain types — making it difficult for customers to confidently choose the right model, especially during high-pressure moments like BFCM and the holiday shopping season.
Beyond product complexity, Onewheel also prioritizes its specific brand voice. The site’s look, feel, and tone reflect a curated lifestyle. Adding a generic AI widget wasn’t an option — any solution needed to feel like a natural extension of the brand, not an afterthought.
To meet both seasonal performance goals and long-term brand objectives, Onewheel partnered with Omakase.ai to build a conversational AI Board Finder that could guide customers to the right board without sacrificing tone, experience, or design integrity.
The Challenge
Onewheel’s product line varies widely in size, performance, and intended use. Most customers arrive with excitement — but limited clarity on which board actually fits them best.
Shoppers commonly wrestle with questions like:
- Which board fits my budget, size as a rider and experience level?
- How much range or top-end performance do I really need?
- What’s the real difference between models beyond price and name?
This uncertainty hindered conversions, particularly during peak holiday traffic, when customers needed fast, confident guidance and traditional product pages alone weren’t delivering enough clarity.
Importantly, customers weren’t just choosing a board — they were choosing a riding identity. Whether someone saw themselves as an urban explorer, weekend trail rider, or a progression-focused expert, the decision carried emotional weight. Onewheel needed a solution that could surface this nuance at scale.
At the same time, the solution had to meet Onewheel’s high bar for brand experience. That meant Omakase.ai needed to:
- Integrate seamlessly into the site’s aesthetic
- Maintain Onewheel’s adventurous, confident voice
- Scale personalized guidance without interrupting user flow
The Solution
Together, Onewheel and Omakase.ai launched a conversational AI Board Finder, featuring a custom-tuned agent named Evan. Evan was accessible through intuitive, on-brand Board Finder entry points across the site’s navigation and collections pages.
Rather than relying on forms or dropdowns, Evan engaged customers in natural dialogue to understand:
- Riding experience
- Rider size and stance
- Preferred terrain and environment (urban, trails, rural)
- Performance priorities (compactness vs. range and speed)
Behind the scenes, the agent was iteratively tuned in close collaboration with the Onewheel team — refining tone, recommendation logic, edge cases, and rider language to ensure the experience felt knowledgeable, natural, and unmistakably Onewheel.
To support accurate and authentic guidance, Omakase.ai ingested:
- Full Onewheel product specifications
- Official site content
- Real customer quotes and rider lingo
This allowed Evan not only to recommend the right board, but also to explain why — sharing real-world feedback and relatable context that helped customers feel confident rather than overwhelmed by technical specs.
Crucially, the AI experience respected Onewheel’s brand voice: adventurous, confident, and inspiring — not rigid or robotic. Embedded as a native CTA button (not a pop-up widget), it felt like a natural part of the browsing experience.
Results
Engagement at Scale
During the peak holiday shopping window (mid-Nov through Dec):
- 7,000+ conversations occurred between shoppers and Evan
- 60,000+ messages were exchanged
- Over one-third of users clicked through to the board that Evan recommended
Conversion & Revenue Impact
Customers who launched the AI Board Finder:
- Converted at 3× the rate of those who did not
- Drove a 300% lift in revenue per session during the holiday period
Actionable Customer Insights
Beyond direct sales impact, Onewheel gained deep product discovery insights, including:
- Clear demand signals around terrain preferences and range anxiety
- Distinct audience personas, such as first-time riders from the midwest vs. progression-driven boardsport enthusiasts
- Rich, unfiltered language around real-world use cases, validating internal hypotheses and uncovering new audience opportunities
Conclusion
The Onewheel + Omakase.ai Board Finder proved that AI can do more than automate. When thoughtfully designed and deeply trained, AI can educate, inspire, and convert.
By combining natural conversation with authentic rider voice, deep product knowledge, and seamless integration, Onewheel transformed decision fatigue into confident action. The result was measurable revenue impact, richer customer understanding, and a scalable way to deliver white-glove expertise — precisely when demand was highest.
