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Clarins Begins Testing Generative AI-powered Customer Care Bot in US

Beauty brand says “Clara” is a first in prestige beauty.

Clarins has launched Clara, its new customer-care bot, in the US. The family-owned global cosmetics company says it is the first generative AI powered customer care bot in the prestige beauty industry. The bot is live on the brand’s US website where Clarins will test several variants and optimize customer experience before rolling it out globally.

The bot is powered by Microsoft secure and Enterprise-grade Azure OpenAI Service. Unlike more traditional bots,  Clara is said to integrate natural language interactions, ensuring much better understanding and resolution of customer requests, according to Clarins.

Clarins’ Clara on mobile.

“Having an outstanding customer satisfaction has always been a priority for Clarins. While we highly value human interactions with customers, we have naturally seized the opportunity offered by generative AI to go one step further and improve the quality of service of our customer care,” noted Clarins Chief Digital and IT Officer Laurent Malaveille.

“Clarins is a leader in the beauty industry, and we’re excited they are using Microsoft Azure OpenAI Service to help reimagine what’s possible with their customer care bot. This approach reflects Clarins’ deep commitment to offering its customers an innovative, high-quality experience,” said Jessica Hawk, vorporate VP, data, AI and digital apps at Microsoft.

Clarins CEO Jonathan Zrihen called Clara’s debut a “significant milestone for Clarins as we continue to set the standard in delivering exceptional service in the prestige beauty industry.”

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