Customer Story · RetailA self-service digital employee that answers every question in beauty shopping instantly
Gratis's digital employee resolves order, delivery, product and membership questions end to end on the website and mobile app. Running entirely on LLMs, the digital employee understands what customers ask in natural language. It connects to Gratis's order, shipping, product and membership systems to give personalised answers, and recommends products like a beauty advisor when needed.
In beauty and personal care shopping, customers' questions do not end at checkout. Where is my order, when will my parcel arrive, does this product suit my skin type, why can't I log in to my account? These questions arrive every day, at every hour.
Gratis wanted to answer them without waiting times and with the same quality as volume grows. At CBOT we built a digital employee that runs entirely on LLMs.
Through the membership login integration the digital employee recognises the customer and can carry out actions that require authentication. It shows order status and where the parcel is, searches for products, answers frequently asked questions and offers personalised beauty advice.
In its first six months after launch, the digital employee exchanged more than 2.5 million messages with over 1.1 million users. There is no handover to live support. 98.59 percent of conversations start and end with the digital employee.
“More than 300,000 messages a month, resolved fully self-service with a 98.59 percent success rate and no handover to live support.”
In beauty retail, customer experience has to meet two different needs at once: fast answers to operational questions after purchase, and a trusted advisor that helps customers reach the right product before they buy.
Order and delivery questions arrive throughout the day, scattered but intense. Each one needed an answer without waiting.
The answer to “Where is my order?” is different for everyone. The digital employee had to recognise the customer securely and respond with their own data.
Across a wide range of cosmetics and personal care products, customers needed guidance to find what fits their needs.
Customers expected instant answers on the website and mobile app, regardless of business hours.
Together with CBOT, Gratis launched a digital employee that runs entirely on LLMs and connects to the company's order, shipping, product, membership and knowledge systems. The digital employee does more than answer: it pulls data from the relevant system and gets the job done.
With the membership login integration, customers are verified inside the digital employee, so order and account actions run securely and personally.
Integrated with order status and shipment tracking services, the digital employee shows in real time where a customer's order is.
Connected to the product search service, the digital employee understands the customer's needs in conversation and recommends suitable products.
Through the FAQ service integration, it answers questions about membership, returns and delivery based on the customer's own words.
With the returns service integration added in the second phase, customers can also handle returns through the digital employee.
Conversations are reported, making it possible to track the digital employee's performance and what customers need most on a regular basis.
The digital employee combines the natural language capability of LLMs with Gratis's live order, shipping, product and membership systems. It recognises the customer, understands the question and grounds every answer in the company's real data.
- CLIENT
- Gratis
- TYPE
- Digital Employee
- Beauty Advisor
- CHANNELS
- Website
- Mobile App
- INTEGRATION POINTS
- Membership Login
- Order Status
- Shipment Tracking
- Product Search
- FAQ
- Returns
- TECHNOLOGY
- Digital employee running entirely on LLMs
- Reporting
- MOST USED SCENARIOS
- Order tracking and delivery
- Complaints (product, delivery, etc.)
- Product information and search
- Membership
- Other
- PERFORMANCE
- Instant answers 24/7
- 1.41% fallback rate
- No handover to live support
Today the digital employee does two jobs at once: it follows up on the post-purchase journey on the customer's behalf, and it helps them find the right product before they buy.
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