L’Oréal has implemented AI tools across 25 of its North American brands to streamline customer service operations. According to Salesforce, the integration of the Agentforce platform has reduced the average case handling time from seven minutes to approximately 2.5 minutes. Currently, more than 300 advisers utilize these tools daily, achieving a 100% adoption rate among eligible staff.
The AI system assists advisers by summarizing incoming conversations, confirming customer intent, and drafting initial responses in the specific voice of each brand. For tasks such as generating discount codes, the process has been reduced from 15 screens and 10 minutes of manual work to a single prompt taking about one minute. The AI also performs quality checks to ensure logged reasons align with the conversation.
On the YSL Beauty and Kiehl’s websites, L’Oréal has deployed autonomous AI agents to handle order status requests without human intervention. These agents verify shoppers and retrieve tracking data using a library of preapproved language. The company aims to automate 60% of these inquiries. Requests involving medical topics or complex issues are automatically transferred to human advisers with full history.
The company plans to expand these AI capabilities to the Lancôme brand and introduce the tools to the European market. While L’Oréal focuses on augmenting its workforce rather than replacing it, the company remains mindful of consumer preferences. Research indicates that while many shoppers accept AI assistance for research, only 24% are comfortable allowing AI agents to handle shopping and payment decisions.
