Clarins is evolving, incorporating AI into their everyday beauty community and communication.
The family-owned global cosmetics Group, which was established in Paris in 1954, has launched a customer-care bot, CLARA, powered by Microsoft secure and Enterprise-grade Azure OpenAI Service.
This bot promises to integrate natural language interactions, ensuring much better understanding and resolution of customer requests.
Clarins jointly leverages human expertise and technology through a comprehensive range of services:
- live consultations
- beauty classrooms
- live streaming
- customer care
It also provides a conversational bot as an alternative contact option. The bot enables customers to receive immediate responses to their urgent inquiries when the customer-care department is closed (e.g. late evening or nighttime). It also helps optimize the availability of customer care agent, during daytime, allowing them to respond swiftly to more complex inquiries that cannot be handled by a conversational bot.
Clarins is currently conducting tests on several variants of the bot in order to assess and optimize the overall customer experience, before implementing CLARA in the rest of the world.
“We are proud to introduce CLARA, a pioneering customer care bot powered by the cutting-edge generative AI capabilities of Microsoft Azure OpenAI Service. This is a significant milestone for Clarins as we continue to set the standard in delivering exceptional service in the prestige beauty industry. CLARA is designed not just to meet but exceed the sophisticated expectations of our customers by providing tailored, instantaneous responses at any time. This innovation highlights our commitment to blending human expertise with state-of-the-art technology to enhance the beauty experience for every Clarins customer we serve,” said Clarins CEO, Jonathan Zrihen.
“I’m proud of this excellent collaboration between Clarins, a long-standing French customer, and our teams. This French success story is a perfect illustration of Clarins’ determination to remain at the forefront of innovation in the prestige beauty sector, by relying on our cutting-edge technological solutions,” said Corine de Bilbao, President of Microsoft France.
Clarins Chief Digital & IT Officer, Laurent Malaveille added:“Having an outstanding customer satisfaction has always been a priority for Clarins. While we highly value human interactions with customers, we have naturally seized the opportunity offered by generative AI to go one step further and improve the quality of service of our customer care.”
The bot is now live on Clarins USA website www.clarinsusa.com
