Wow Skin Science delivers 2x Better Experience with LimeChat’s GPT-Powered AI Bot

Key challenges

With an extensive customer base of over 1 million, WOW Skin Science grappled with effectively managing customer queries. In 2021, they rolled out LimeChat's chatbot, which successfully automated roughly 50% of the inquiries, thereby streamlining the team.

However, a significant portion of free text queries remained unaddressed during off-hours, necessitating human intervention. LimeChat's automated responses filled this gap by enhancing real-time query resolution.

Goals

• Improve customer experience on WhatsApp by providing instant responses to free-text queries around the clock.
• Increase automation by responding to easy but open-ended free text queries.
• Streamline interactions with influencers and collaborators on IG.

To address these challenges, WOW Skin Science implemented an AI chatbot solution powered by LimeChat to deliver a human-level user experience 24x7 across all platforms.

The Solution

50% of inquiries, such as order tracking and returns, were efficiently tackled through a click-based bot. The rest, which encompassed product recommendations, policy-related questions, and usage info, came as free-text queries on WhatsApp. This stemmed from WhatsApp’s limited display capabilities and users' impatience.

GPT's introduction in 2023 presented a golden opportunity for furnishing human-like responses to these free-text inquiries.

WOW Skin Science collaborated with LimeChat to pioneer a human-level chat experience in e-commerce. After 3 months of rigorous testing, the teams perfected the use of GPT for e-commerce, producing concise, jargon-free, and precise answers. An integrated system was developed to extract data from the brand's website and address multilingual queries.

In late August, the first GPT-powered bot was deployed during non-business hours with WOW Skin Science, leading to remarkable enhancements in customer experience, automation, and response times across platforms.

The Results

The GPT-infused bot brought about swift enhancements, especially in message translations, query management, and automation rates.

Within a month, the bot tackled approximately 25k messages during off-hours. Here is the impact which we saw for the GPT bot vs their previous bot.

LimeChat's Impact

Experience

• The previous bot was unable to understand around 16% of user queries, which significantly dropped to 2% post implementation
• The GPT-based bot autonomously handled 5-7% overall queries which were never asked before by any user but had an answer on the brand’s website
• The GPT-based bot accurately handled 5% of the overall messages which were non-English queries.
• The GPT-based bot accurately handled 5% of the overall messages which had significant spelling and grammatical errors

Automation Rate:

• The % of queries fully automated jumped from 72% to 84% post implementation
• The increased automation rate provided the opportunity to allocate  additional customer service agents to concentrate on more complex queries.