Leading health and beauty retailer scales trusted customer care with AI Agents

The Challenge

A leading health and beauty retailer serves millions of customers each week across a large store footprint and high-traffic digital properties. As more customer conversations moved to messaging channels, the organization needed to deliver fast, always-on support without compromising the trust, accuracy and quality customers expect from the brand.

The challenge was not simply to automate routine inquiries. The retailer needed a scalable approach that could extend trusted service into new digital channels, resolve common questions using approved knowledge bases and seamlessly connect customers to advisors when additional expertise or judgment was required.

The Solution

The retailer partnered with Sprinklr to extend trusted customer care into WhatsApp and X through AI Agents. The solution combines knowledge-grounded responses, governance controls and seamless human advisor handoffs to help customers get fast, accurate answers across digital channels.

A knowledge-first approach

Rather than relying on open-ended AI responses, the retailer established an approved knowledge base as the foundation of the customer experience. The AI Agent is configured to answer eligible service inquiries using trusted content, helping ensure customers receive consistent, accurate information across digital channels. For health-related questions, customers are directed to verified content sources, supporting the retailer's commitment to safety and accuracy.

To keep improving results, the retailer leveraged Sprinklr’s knowledge gap analysis to uncover content gaps and identify opportunities to strengthen its knowledge base. With AI-powered recommendations, it was able to improve response quality and expand the types of customer questions the AI Agent could handle successfully. 

Automation with human expertise built in

The goal is not to automate every interaction. The AI Agent is designed to understand customer intent, resolve routine requests when possible and recognize when a conversation requires additional expertise or judgement. In those moments, customers are seamlessly connected to a human advisor without losing the context of the interaction. This creates a smooth experience for both customers and service teams.

Designed for governance at scale

To support a production deployment, the retailer implemented guardrails, escalation paths and monitoring capabilities that allow teams to maintain operational oversight while scaling digital support. This governance-first approach enables the organization to balance efficiency with the control and visibility required to deliver trusted customer care at scale.

The Outcome

By combining knowledge-grounded responses, human advisor handoffs, and governance controls, the retailer scaled digital customer care across messaging channels while maintaining the trust, accuracy, and consistency customers expect from the brand. Powered by Sprinklr AI Agent, the retailer created a more scalable customer service operation capable of handling routine inquiries efficiently while ensuring more complex cases are transferred to human advisors with relevant context already captured. This reduces manual effort and helps advisors focus on resolution rather than information gathering.  

Key outcomes include:

• 98.5% of responses remained grounded in the approved knowledge base, supporting consistent and accurate customer communications.
• More than 13,500 customer cases were handled, demonstrating the solution's ability to support high-volume service interactions.
• Customers are now benefitting from seamless transitions to human advisors when needed, ensuring complex or sensitive conversations received additional expertise and judgment.

With a governance-first foundation in place, the retailer is well positioned to expand conversational support to additional channels and use cases, including Facebook Messenger, Live Chat and Voice AI.