Cosmetics giant L'Oréal has rolled out a new AI-powered digital assistant for customer service.

At the core of the new chatbot, called 'Lore', is a conversational AI platform that creates and manages virtual assistants with generative AI.

The new AI assistant, developed by NTT DATA, is designed to allow “hyper-personalised communication” with each customer based on natural language.

"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," said Arturo Pérez-Wong, general manager of CPD CERAN at L'Oréal Chile. "This is the starting point for a solution that will evolve."

The technology is designed to allow companies to create virtual agents quickly in order to manage thousands of users across multiple languages and business areas.

It can also be rolled out across different channels, such as WhatsApp, Instagram, call centres, web, mobile, chatbots, and other devices.

Francisca Unda, key account manager at L'Oréal, said that Lore would give the brand an opportunity to better connect with consumers and humanise its customer service.

---