Leading Cosmetics Creator Saves $250,000/Year with AI
saved annually
faster customer support resolution time
fully automated requests (end-to-end)
partially automated requests
The Anonymous Client (NDA)
Our client, the world leader in hair, skin, and body care, specializes in creating tailor-made, naturally-derived products crafted by in-house chemists and beauty experts. Since 2015, they have produced over 15 million unique, customized formulations — and the number keeps growing.
Recognizing the brand's phenomenal growth over the past five years which led to:
- 10M website monthly visitors
- 10m 33s average resolution time
- ~282% growth of inquiries per year
Key Challenges
Thousands of daily inquiries, especially during new product launches and seasonal promotions.
The bot needed to handle cancellations correctly without violating business rules, retaining all paid subscriptions.
Facebook and Instagram integration was delayed due to lack of admin access, complicating broadcasts and other workflows.
The client continuously updated internal systems, affecting bot performance. Competitor solutions using Freshdesk were analyzed to optimize use cases.
Our Solution
We started with a Discovery phase. This is the data-driven approach to chatbot development when we collect information on current customer service processes and finalize the solution vision, business goals, and implementation approach.
Discovery phase deliverables:
- Chatbot persona
- Data analysis and defined intents
- NLP model
- Conversational flows
- Freshchat integration
Later, we proposed an AI Email Automation chatbot integrated with Shopify, Recharge, and other internal systems. Customers could instantly check shipping status, update addresses, modify or cancel orders — all automatically, without needing to contact a human agent.
We defined 29 questions that the chatbot could answer (and/or assist live agents in answering them). These include the most repetitive and time-consuming questions, both pre-purchase and post-purchase.
AI uses existing Support Agent email templates, maintaining the client's tone and style. It pulls data from integrations, asks users for additional info when needed, and responds automatically. Tickets AI can't handle are escalated to humans, while AI-handled tickets are automatically resolved in Freshdesk.
Business Impact
- Faster response times for routine requests, especially during peak periods.
- Consistent brand voice across all channels: email, chat, and social media.
- Reduced agent workload, allowing focus on complex, high-value inquiries.
- Potential coverage of 90% of routine requests in the next iteration.
- Analytics for strategic decisions: popular questions, product interest trends, and subscription behavior.
Real Results
3 min vs. avg. 10m 33s
Feedback from the customer service team
“Simple questions are answered before they get to us, which also helps resolve chats quicker.”
“I love that it asks for customer's email and a short summary of their issue, since it makes it easier to address the issues without as much back and forth.”
“We are able to have more efficient chats because the chatbot is asking for customer's information before sending it to us, also resulting in quicker resolution times.”
What's Next
The client has approved expanding automation to handle up to 90% of customer support requests. To accelerate chatbot training and improve performance, the BotsCrew team integrated the chatbot with GPT-4 technology. Early tests showed a jump in question understanding from 50% to 80%, laying the groundwork for more efficient automation.
Goals for the next phase:
✅ Boost automation rate: Reduce escalations by training AI to handle nuanced beauty and product-specific queries, such as ingredient questions, product recommendations, and subscription preferences. Automate repetitive tasks like order modifications, cancellations, and shipping changes, freeing human agents for premium customer experiences.
✅ Expand coverage across touchpoints: Ensure the chatbot can interact wherever customers engage: website, mobile app, social media, and e-commerce platforms.
✅ Leverage social media for engagement: Connect the chatbot to Facebook and Instagram to send targeted messages to previous bot users. Ideal for promotions, new product launches, refill reminders, and personalized follow-ups.
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