NTT DATA boosts L'Oréal shopping experience with AI powered virtual beauty advisor

L’Oreal and NTT DATA have partnered to create Lore, a virtual beauty advisor powered by the latter’s conversational AI platform, Eva.

"The development process of this solution was challenging and, simultaneously, very rich in learning. We trained the virtual beauty consultant for months to ensure that it would achieve its goal to provide consistent and responsive answers, even in the most complex situations," says Santiago Santa María, Director of Conversational AI at NTT DATA.

Lore makes recommendations to customers and advises on beauty products based on their needs, redirecting them to the brand's online store, or letting consumers shop within the same application. 

"From the Lore development, we know that we can offer a hyper-personalised customer experience that allows us to train it on new products and enhance its knowledge and sensitivity to interacting with humans. This is only the tip of the iceberg on how artificial intelligence can empower users and improve people's lives," says Santa María.

Arturo Pérez-Wong, General Manager of CPD CERAN at L'Oréal Chile, says: "With this new technology, we will better understand our consumers and provide them with superior service, since Lore can hold a fluid conversation just like a person and can advise them on the best products, reducing the margin of error.”

“This is the starting point for a solution that will evolve."

Francisca Unda, Key Account Manager at L'Oréal, comments that Lore "was the opportunity to better connect with our customers, making them feel truly supported and humanising the service, with empathy and containment."

Virginia Duran, Senior Manager Technology & Innovation, NTT DATA UK&I, says: “Lore is disrupting the norm in customer experience, shifting the idea of what retail customer service should look like and improving L’Oréal’s customer interactions.”

“With the help of our conversational AI platform, eva, L’Oréal has become a pioneer in e-commerce and social commerce, kickstarting a truly limitless shopping experience for its customers and providing a glance at how AI can truly empower consumers.”