Leading Cosmetics Creator Saves $250,000/Year with AI

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

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:

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.

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.