L’Oréal Cuts Customer Service Time by 64 Percent with Artificial Intelligence Tools
The cosmetics giant accelerated operational processes across its North American brands thanks to an AI integration developed on the Salesforce infrastructure.
Thanks to artificial intelligence tools developed in collaboration with Salesforce, L’Oréal reduced customer service case resolution time by 64 percent across its 25 brands in North America.
Significant Drop in Process Times
L’Oréal reduced average customer service case resolution time by 64 percent with artificial intelligence integration.
Use of Legal and Approved Language
The artificial intelligence agent operating on the YSL Beauty and Kiehl’s websites is able to authenticate shopping users.
The system pulls live tracking data to resolve order status inquiries without the need for human intervention.
Daily Use by Consultants
Over three hundred consultants actively use this tool every day, and the adoption rate among eligible personnel has reached one hundred percent.
Future Plans and Expansion
The next phase of the company involves expanding the consultant tools to Europe and adding Lancôme web chat and voice features.