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BoomBeauty, a vibrant name in the beauty sector, found its customer communication strained by a rising tide of common inquiries. To transform their service and unlock new revenue streams, they partnered with Master of Code. What followed was the development of an intelligent AI SMS Assistant, a solution designed to redefine customer interaction. Ready to see how smart automation turned challenges into triumphs? Dive in.
BoomBeauty faced a familiar triad of growth pains. Their support teams were inundated with a high volume of repetitive questions concerning shipping, returns, order tracking, and product usage, deflecting focus from more complex customer needs. Simultaneously, promising sales were slipping away as shoppers abandoned carts, often due to unanswered last-minute questions or decision friction. Compounding this, the brand noticed a drop-off in reorders and engagement from previously loyal patrons, signaling a need for a more proactive and personal touch.
At the heart of this transformation, Master of Code built an intelligent SMS-based chatbot. This wasn’t just any bot; it was powered by the robust capabilities of Amazon Connect and Amazon Bedrock, allowing for nuanced, real-time AI-generated responses. For seamless message handling, AWS Pinpoint managed both inbound and outbound text communications. Here’s how it worked:
Intelligent Automation: The Large Language Model (LLM) at its core autonomously resolved the bulk of routine customer questions, offering instant, 24/7 support.
Smooth Human Handoff: When complex issues arose, the system seamlessly escalated conversations to live agents via Amazon Connect Chat, ensuring buyers always felt supported.
Empowered Agents: Thanks to a deep integration with Salesforce, agents received a complete conversation history, enabling them to step in with full context and resolve issues swiftly and effectively.
Continuous Optimization: Real-time analytics, drawn from Contact Lens and visualized in Power BI, provided actionable insights to consistently refine the bot’s performance and the overall customer journey.
A significant portion of routine support inquiries were automated, freeing up human agents.
Proactive intervention in stalled sales processes helped convert hesitant buyers into customers.
Targeted re-engagement campaigns via SMS nurtured clients relationships and encouraged repeat purchases.
Support staff could dedicate their expertise to more intricate consumer needs, as routine queries were handled by the AI.
Immediate, round-the-clock assistance and smoother issue resolution contributed to a superior buying journey.
