A L’Oréal adviser who needed to issue a customer a discount code once clicked through about 15 screens over 10 minutes. Now the adviser types a prompt, and artificial intelligence generates the code in about 1 minute, Salesforce reported. Across 25 North American brands, that kind of help has cut average case handling time 64%, the case study showed.
The next phase removes the adviser. On the YSL Beauty and Kiehl’s websites, an AI agent now closes order status requests on its own. L’Oréal aims to resolve 60% of those inquiries without a human, Salesforce said. Advisers take the exceptions.
L’Oréal advisers now close a typical case in about 2.5 minutes, down from about seven, Salesforce reported. Agentforce, Salesforce’s AI agent platform, summarizes each conversation as the case arrives and confirms what the consumer wants. It drafts the first reply in the voice of each brand, from Lancôme to CeraVe. Advisers edit the draft and send it. Before a case closes, the AI checks that the logged reason matches the conversation.
More than 300 advisers use the tool daily, and adoption has reached 100% among eligible staff, L’Oréal told Salesforce. The company piloted it with a single brand in Canada to learn which consumer requests the AI could handle, said Luc Antoine, global director of innovation for consumer experience.
“We don’t want to replace our reps. We want to augment them,” said Alberto Rodrigues, assistant vice president of consumer care innovation and intelligence for L’Oréal USA.
On the YSL Beauty and Kiehl’s websites, the AI agent authenticates shoppers, retrieves live order and tracking data and resolves status requests on its own around the clock, Salesforce said.
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