L’Oréal Reduces Customer Service Time with AI

L’Oréal has cut average case handling time by 64% using AI, with the goal of resolving 60% of inquiries without human intervention. The AI agent now handles order status requests on YSL Beauty and Kiehl’s websites.

Why it matters. Shoppers are more comfortable with AI handling research than payment, but L’Oréal’s implementation could set a new standard for customer service efficiency.