Faster search-to-checkout in 50% of cases
Order issues resolved by AI
Sales boost from AI-driven promotions
The client, a leading personalized monthly subscription service with over 4.3 million active users, curates makeup collections tailored to individual preferences. These collections feature a wide range of beauty samples, including skincare, fragrances, nail care, and makeup.
The organization faced challenges in improving customer engagement and operational efficiency. Subscribers demanded timely, personalized updates on top products and promotions. However, the current product discovery process, requiring multiple filters and clicks, created friction.
Additionally, the platform’s blogs and instructional content were underutilized due to navigation issues, limiting user engagement. To address these hurdles, the organization explored AI-driven solutions to optimize the customer experience and streamline operations.
To tackle these challenges, the organization introduced an Agentic AI solution with advanced natural language processing (NLP). This AI enables conversational, intuitive product searches, removing the need for extensive navigation or filtering. Users can easily add products to the cart, check out, redeem rewards, or continue shopping across the website and AI platform. Using real-time activity and purchase history, the system provides personalized recommendations, tailored promotions, and optimized cross-selling, all seamlessly integrated into the chat flow to boost engagement and conversions.
Users can access a curated knowledge base on the customer’s platform, offering a rich repository of beauty and makeup insights. This resource eliminates the hassle of browsing countless blogs, providing a streamlined, expert-backed way to get advice.
The platform also allows users to update order details like shipping addresses through the AI interface, reducing reliance on customer service. Integrated customer satisfaction (CSAT) surveys provide real-time sentiment analysis, triggering human intervention for negative feedback to ensure quick issue resolution.
The implementation of the Agentic AI solution has made significant improvements. The time from search to checkout was reduced by 70% in half of user scenarios, enhancing the user experience. Cart abandonment decreased by 30%, boosting conversions, while targeted promotions and AI-led cross-selling increased sales by 40%.
Operational efficiency improved as 90% of order-related inquiries were resolved automatically, easing the load on support teams. Response times for dissatisfied customers improved by 70%, enabling faster resolutions and higher retention rates.
The Agentic AI solution leveraging advanced NLP enhanced user experience, improved efficiency, and drove measurable growth. These outcomes highlight AI’s critical role in shaping the future of customer engagement and operational success in competitive markets.
