Wow Skin Science delivers 2x Better Experience with LimeChat’s GPT-Powered AI Bot
![Wow Skin Science delivers 2x Better Experience with LimeChat’s GPT-Powered AI Bot](https://cdn.prod.website-files.com/65cd70909df4e526b27c7d0f/661f97485efaa02ec676eb1b_652fc8731363ba47b08d0461_wow%2520skin%2520cover%25201.webp)
Our Impact
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.
![The launch of GPT in early 2023 provided an excellent opportunity to give human-level responses to these free text queries.](https://cdn.prod.website-files.com/65cd70909df4e526b27c7d0f/65d41763d146bb1b96b3ea47_65268aa8cce78bd18a64e3ad_image.webp)
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.
![Wow Skin Science teamed up with LimeChat with the aim of giving the first human-level chat experience in e-commerce.](https://cdn.prod.website-files.com/65cd70909df4e526b27c7d0f/65d41763d146bb1b96b3ea40_65268b11514a24bf77fa4d29_image%2520(1).webp)
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.
LimeChat's AI-powered GPT bots have significantly boosted efficiency. The bots handle most queries, allowing our agents to focus on crucial issues, leading to higher CSAT and NPS scores.
![](https://cdn.prod.website-files.com/65cd70909df4e526b27c7d0f/661f97485efaa02ec676eb17_65265314662a9846c05ec211_download-1%2520wow.webp)
Transform your marketing and support today
![](https://cdn.prod.website-files.com/65a7d71f66faf59e3ec83095/6601f1b2b76cc7d642ba5b28_Rectangle%204.webp)
![](https://cdn.prod.website-files.com/65a7d71f66faf59e3ec83095/6601f1b2b76cc7d642ba5b28_Rectangle%204.webp)