L'Oréal Has Adopted AI to Speed Customer Service
The beauty conglomerate cut handling times by using AI tools to assist human advisers with order inquiries.
Updated on Oct. 5, 2026 in Artificial Intelligence
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L'Oréal has implemented an AI platform across its customer service operations to automate routine tasks and assist staff. The tool has successfully reduced the average case resolution time by 64%.
Why it matters
The company aims to optimize efficiency by automating simple order status requests while keeping human representatives in the loop for complex interactions. This strategy allows advisers to focus on high-value tasks while the AI handles administrative retrieval.
The AI tool has reduced average handling times by 64%, with current resolution taking 2.5 minutes compared to 7 minutes previously. Daily usage is at 100% among the 300 eligible advisers, with a goal to fully automate 60% of order status inquiries.
The players
L'Oréal
L'Oréal is a global cosmetics company that maintains a portfolio of brands including YSL Beauty, Kiehl's, and Lancôme.
YSL Beauty
YSL Beauty is a luxury cosmetics brand owned by L'Oréal that recently automated order status resolutions.
Kiehl's
Kiehl's is a skin, hair, and body care brand that was recently integrated into the company's new AI customer service platform.
The details
The platform functions by authenticating shoppers and accessing order management systems to retrieve data for YSL Beauty and Kiehl's websites. It utilizes a library of preapproved language to draft replies and summarize conversations, though it automatically routes medical inquiries to human staff.
Timeline
October 5, 2026: Article publication date.
The Tech Race
L'Oréal's deployment of AI to assist advisers mirrors a broader shift where major retailers replace manual data retrieval with automated intelligent agents. By focusing on augmentation rather than replacement, the company positions itself to handle higher volume without inflating headcount.
Shoppers can expect faster response times when checking their order status on the YSL Beauty and Kiehl's websites. Because the tool is designed to assist human advisers, customers will likely still interact with people for sensitive or medical-related concerns.
The takeaway
Companies are increasingly utilizing AI to clear backlogs of routine customer inquiries while reserving human staff for complex problem-solving. This hybrid approach suggests that the near future of service will be defined by speed-oriented automation working in tandem with human oversight.
Further reading
For more on the current state of consumer tech, explore the Artificial Intelligence section.
Source note: This article includes information reported by PYMNTS.
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