# A self-service digital employee that answers every question in beauty shopping instantly

- Sector: retail
- Voice agent: no
- Source: 

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.

## Key numbers
- 1,1M+ — kullanıcı
- 300.000+ — aylık ortalama mesaj
- %98,59 — başarı oranı

## Challenge
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.

## Solution
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.

## Results
In its first six months after launch, the digital employee served 1,116,620 users and handled 2,554,980 messages. Average monthly volume is above 300,000.

With no handover to live support, 98.59 percent of conversations were resolved successfully and the fallback rate stayed at 1.41 percent. Customers get answers at any hour without waiting in a queue, which directly improves resolution speed and accessibility.