L’Oréal Cuts Customer Service Time 64% With AI
By PYMNTS
AI summary of the source article
L’Oréal has reduced customer service handling time by 64% across 25 North American brands using Salesforce's AI agent platform, Agentforce. A typical case now takes about 2.5 minutes to resolve, down from seven minutes, with more than 300 advisers using the system daily. On brand websites such as YSL Beauty and Kiehl’s, autonomous AI agents resolve order status requests without human intervention, pulling from preapproved language and routing complex issues to advisers. L’Oréal aims to resolve 60% of these inquiries autonomously, with plans to expand the tools to Lancôme and roll them out across Europe.
Why it matters
The deployment demonstrates how major global retailers are successfully applying generative and agentic AI to cut operational costs and reduce service handling times at scale.
Key facts
- L’Oréal cut average customer case handling time by 64%, from seven minutes to about 2.5 minutes across 25 North American brands.
- More than 300 advisers use Salesforce's Agentforce daily, with a 100% adoption rate among eligible staff.
- L’Oréal aims to resolve 60% of order status requests on websites like YSL Beauty and Kiehl’s autonomously via AI agents.