L’Oréal cuts customer service case time from seven to 2.5 minutes with AI
L’Oréal has reduced average customer service case time from seven minutes to 2.5 minutes using Salesforce’s Agentforce AI. The change cuts case handling time by roughly 64% and supports L’Oréal’s goal to resolve 60% of order‑status queries without human agents.
Agentforce summarizes each incoming case, confirms the shopper’s request, and drafts a reply in the brand’s voice for advisers to edit and send. The AI also verifies that the logged reason matches the conversation before a case closes. More than 300 advisers use the tool daily, with adoption at 100% among eligible staff. The system was first piloted with a single brand in Canada to determine which requests the AI could handle autonomously.
“We don’t want to replace our reps. We want to augment them,” Alberto Rodrigues, assistant vice president of consumer care innovation and intelligence for L’Oréal USA said.
“The company piloted it with a single brand in Canada to learn which consumer requests the AI could handle,” Luc Antoine, global director of innovation for consumer experience said.
Before this rollout, L’Oréal had tested the AI agent on YSL Beauty and Kiehl’s websites to autonomously handle order‑status requests. The tool builds on earlier work separating U.S. and Canada order‑management systems and precedes planned extensions to Lancôme web chat and voice, as well as a Europe‑wide adviser tools deployment.
What we know
L’Oréal advisers now close a typical case in about 2.5 minutes, down from about seven
L’Oréal aims to resolve 60% of inquiries without a human
More than 300 advisers use the tool daily
Adoption has reached 100% among eligible staff
The system was piloted with a single brand in Canada