PARIS, May 21, 2024
/PRNewswire/ -- Clarins, the family-owned global cosmetics Group
established in Paris in 1954 has
continuously championed entrepreneurial spirit and innovation
throughout its 70-year history. Dedicated to pioneering responsible
beauty, Clarins is committed to providing exceptional customer
service, attentively addressing and prioritizing the needs of its
customers with innovative solutions.
To offer the best service to online customers, Clarins jointly
leverages human expertise and technology through a comprehensive
range of services including live consultations, beauty classrooms,
live streaming and of course a best-in-class customer care. It also
provides a conversational bot as an alternative contact option. The
bot enables customers to receive immediate responses to their
urgent inquiries when the customer-care department is closed (e.g.
late evening or nighttime). It also helps optimize the availability
of customer care agent, during daytime, allowing them to respond
swiftly to more complex inquiries that cannot be handled by a
conversational bot.
A milestone in top-tier customer care service
Clarins offers a cutting-edge customer-care bot, CLARA, powered
by Microsoft secure and Enterprise-grade Azure OpenAI Service, a
true milestone in the prestige beauty industry. This bot, unlike
more traditional bots, integrates natural language interactions,
ensuring much better understanding and resolution of customer
requests.
The bot is now live on Clarins USA website www.clarinsusa.com
It
leverages Clarins proprietary data, including content from the
Clarins website, Clarins customer care pre-defined questions &
answers, and Clarins beauty coaches product training
content.
Clarins is currently conducting tests on several variants of the
bot in order to assess and optimize the overall customer
experience, before implementing CLARA in the rest of the world.
Jessica Hawk, Corporate Vice
President, Data, AI and Digital Apps at Microsoft: "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."
Corine de Bilbao, President of
Microsoft France: "I'm proud of this excellent collaboration
between Clarins, a long-standing French customer, and our teams.
This French success story is a perfect illustration of Clarins'
determination to remain at the forefront of innovation in the
prestige beauty sector, by relying on our cutting-edge
technological solutions."
Clarins CEO, Jonathan Zrihen:
"We are proud to introduce CLARA, a pioneering customer care bot
powered by the cutting-edge generative AI capabilities of Microsoft
Azure OpenAI Service. This is a significant milestone for Clarins
as we continue to set the standard in delivering exceptional
service in the prestige beauty industry. CLARA is designed not just
to meet but exceed the sophisticated expectations of our customers
by providing tailored, instantaneous responses at any time. This
innovation highlights our commitment to blending human expertise
with state-of-the-art technology to enhance the beauty experience
for every Clarins customer we serve."
Clarins Chief Digital & IT Officer, Laurent Malaveille: "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".
About Clarins
A family-owned global cosmetics Group founded in Paris in 1954 by Jacques Courtin, Clarins has been innovating for
70 years to promote responsible beauty.
A result of ongoing research, its plant-based products
formulated and manufactured in France are sold in over 150 countries through
20,000 points of sale. With nearly 95% of its sales going to
export, Clarins is the No.1* skincare brand in Europe and a major player in beauty (skincare
and make-up), spa and wellness worldwide.
The Group has also developed the myBlend brand focusing on the
concept of global beauty, based on the synergy of targeted skin
care, nutri-cosmetics and beauty tech.
The Clarins Group has over 8,000 employees spread across its
Paris head office, 28 subsidiaries
worldwide, two R&D Laboratories and two industrial sites in
France.
Jonathan Zrihen, President and
CEO, and two General Managers, Dr Olivier
Courtin and his niece Virginie
Courtin, representing respectively the second and third
generations, jointly run this French family Group whose raison
d'être is: « Making life more beautiful, passing on a more
beautiful planet ». A commitment embodied by products made with
over 80% ingredients of natural origin and driven by numerous
initiatives to preserve nature and care for people.
https://www.groupeclarins.com/
*Source: NPD BeautyTrends®, Europe 5 (France, Germany, United
Kingdom, Italy,
Spain), luxury Skin Care market
(products sold in perfumeries and department stores), value sales
(€), for the period 3rd January 2022
to 1st January 2023.
Press contacts
France
Image Sept – Marie Artzner - Anne
Auchatraire – Caroline Simon -
clarins@image7.fr - +33 1 53 70 74 70
USA
Melissa Reidhead –
melissa.reidhead@clarins.com and Lucas
Petry – lucas.petry@clarins.com
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SOURCE Clarins USA