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AI-Powered Virtual Assistant for a Professional Cosmetics E-Commerce Platform
Industry
Digital Assistant
Country
EU
Type of Service
Software Development
AI Development
Mobile Development
Project Management
UI/UX Design
Manual Testing
Cooperation Type
By Estimate
Project Type
Software Development
Test Coverage
Overview
The client* is a leading EU distributor of professional-grade cosmetic products, offering over 5,000 positions. The company operates in a B2C e-commerce marketplace and has a dedicated mobile app designed for beauty professionals and salons.
* We recognize the importance of protecting our clients’ privacy and follow the policies to maintain their confidentiality and security. That is why the company name will not be disclosed.
Challenge
The client faced increasing volumes of repetitive customer service inquiries, both via chat and phone. These requests ranged from product recommendations to order status updates. Manual support wasn’t an effective way to manage the inquiries. It was time-consuming, resource-heavy, and not scalable for peak periods (e.g., promotions, holidays).
Moreover, manual processing meant missing opportunities for cross-sells, upsells, and recovering abandoned carts. Also, supporting professional cosmetics customers required in-depth training for the support team to ensure expert-level guidance.
Solution
Our team suggested implementing a tailored AI assistant to automate and enhance customer support and drive sales. The project was rolled out in three key phases:
Phase 1. Conversational Chat Assistant. We fine-tuned a natural language model specifically for the professional cosmetics domain and deployed a chat-based virtual assistant on the store’s website and mobile app.
The assistant’s capabilities included:
- Product search and FAQ automation.
- Recommendations based on user needs.
- Add-to-cart functionality.
Phase 2. Voice Assistant Integration. We extended the assistant into a voice-based interface, allowing users to call the store and interact via speech, and the call center to make outbound cold calls.
New features added at this stage were:
- Voice recognition and natural dialog handling.
- Handling product inquiries, store policies, and delivery info.
- Redirecting complex queries to live agents when needed.
Phase 3. Intelligent Selling & CRM Integration. We enhanced the assistant to not only help but also sell.
The key upgrades featured:
- Upsell and cross-sell logic based on cart contents and previous purchases.
- Proactive cart recovery by offering help after cart abandonment.
- Integration with the client’s CRM system to personalize recommendations, provide real-time order status updates, and log every assistant-customer interaction for analysis.
Results
Domain-specific fine-tuning for cosmetics and salon products, along with seamless transition between chat and voice, enabled the client to build an effective support flow. Integration with business systems (CRM, order tracking, analytics) and additional focus on sales had a positive impact on the overall business performance.
By the end of the 6-month project, total sales increased by 18.8%, driven by a combination of smart automation, intelligent selling, and operational optimization:
- 6% AOV uplift through contextual product recommendations.
- 6.7% conversion increase due to fast, expert-level assistance.
- 5% growth in order volume, driven by higher customer satisfaction, retention, and referral traffic.
The call center, which had 11 employees across two shifts, was reduced to just 2 Level 2 supervisors, with the AI assistant handling first-line support autonomously.
With increased sales and significant operational cost savings, the solution achieved full ROI in under six months and continues delivering long-term value.
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