AI is revolutionizing L’Oréal’s customer care, transforming it from a cost center to a key part of their consumer-centric strategy. 

Laura Burns, Global Digital Experience Director, L’Oréal, explains how AI and Sprinklr enable more personalized interactions, streamline operations, and boost efficiency. By understanding consumer conversations across multiple channels, including WhatsApp, L’Oréal enhances engagement and drives smarter, faster decision-making. 

Sprinklr AI helps L’Oréal’s teams: 

  • Understand and prioritize consumer conversations. 
  • Automate low-complexity queries, saving agents time. 
  • Integrate channels like WhatsApp for seamless, personalized e-commerce experiences. 

Watch below to see how AI elevates customer care, enhances WhatsApp commerce, and improves both satisfaction and business outcomes.

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