DIGIFORM
Client
Leading Beauty & Skincare Brand
Year
2024
Category
Execution
Services
AI Agent Development, Knowledge Base Engineering, Voice Platform Integration, Compliance Framework
The Challenge
The beauty industry faces a unique challenge: customers need detailed product education and personalized recommendations, but traditional e-commerce interfaces struggle to deliver this at scale. The brand's website visitors were abandoning their carts at high rates, particularly for new product launches where customers lacked familiarity. Customer service teams were overwhelmed with basic product questions, preventing them from focusing on complex customer needs. The brand needed a solution that could educate customers about ingredients, benefits, and usage while feeling natural and conversational—not like a rigid chatbot. The solution also had to integrate seamlessly with their existing e-commerce platform, maintain brand voice consistency, and comply with cosmetics advertising regulations.
Our Solution
DigiForm designed and implemented a sophisticated AI agent built on a leading voice agent platform, customized specifically for beauty product discovery. We engineered a comprehensive knowledge base covering the brand's entire product catalog and new launches, including detailed ingredient information, usage instructions, skin type compatibility, and customer reviews. The conversational interface mimics a ChatGPT-like experience, allowing customers to ask questions naturally and receive personalized recommendations based on their skin concerns, preferences, and goals. We implemented a multi-layered compliance framework ensuring all product claims and recommendations adhered to FDA cosmetics regulations and the brand's legal guidelines. The system was trained on thousands of customer service interactions to capture the brand's distinctive voice and consultation style. We integrated the agent directly into the e-commerce experience, allowing customers to add recommended products to their cart without leaving the conversation. The platform includes robust analytics tracking conversation topics, product interest signals, and conversion pathways to continuously optimize the experience.
DigiForm transformed how we introduce new products to our customers. The AI agent doesn't just answer questions—it creates an engaging discovery experience that feels personal and helpful. We're excited to see how this technology continues to enhance our customer relationships.
Digital Experience Team
Leading Beauty & Skincare Brand
Key Results
- Deployed across entire product catalog and new launches
- Built on enterprise voice agent platform with custom knowledge base
- Fully compliant with FDA cosmetics advertising regulations
- Seamless integration with existing e-commerce platform
- Conversational interface matching brand voice and consultation style
- Live in production serving customers 24/7
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