Elevating Digital Customer Experience for Personal Care Product Manufacturer with Conversational Chatbots


Personal Products


$1 - $10 Billion

At a Glance

Artificial intelligence (AI) is drastically redefining the customer service landscape. From visual search to automated messages, AI chatbots allow companies to support customers in a better way. At Emtec Digital, we develop AI-based chatbots to help businesses enhance their customer experience. Read on to learn how we helped this client integrate an AI technology-based conversational bot with Facebook messenger for an amazing customer experience.

About the Customer

Our client is a manufacturer and supplier of personal care products to a global customer base. The company is an industry pioneer with over 100 years of experience in the market.

Business Need

The client's customer service team had been using social media channels to answer website visitor queries. Due to the popularity of their products and growing customer engagement, the company started facing challenges in effectively answering the increasing number of incoming queries.

The client wanted to increase the number of communication channels to extend their interactions with potential customers and address the following business needs:

Switch to digital marketing techniques from conventional methodologies

Help customers identify suitable products

Increase customer engagement through multiple communication channels

Boost physical sales by recommending the nearest stores to customers

Our Solution

Experts at Emtec Digital extensively interacted with the client team to understand their business requirements thoroughly. We developed a linear conversational bot integrated into Facebook Messenger, providing an immersive retail experience. Our team worked with the client's marketing organization to analyze all the probable questions that consumers may ask.

Today, the AI bot can converse like humans using Natural Language Processing to ask relevant questions. After analyzing the answers, the bot recommends the most appropriate products. It also directs users to a product page on the client's website to facilitate a seamless online purchase process.

Emtec digital chatbot integration system

Unique Differentiators

Speedy query resolution

24/7 customer support

Continuous bot improvement using AI technology-based intelligence tools

Tailor-made answers to diverse customer queries

Personalized interactions with each customer

Business Impact

Improved Customer Engagement

The automated chatbot is a bridge between the company and their customers to enhance support and sales services.

Quick on-screen information dissemination

Reduced waiting time

Less dependency on humans

Improved Customer Retention

The automated chatbot maintains detailed customer interaction records and provides an enhanced experience to customers with every visit, increasing the retention rate.

Increased ROI

The automated chatbot displays suitable products as per customers' preferences and helps them quickly decide, increasing the company's sales.

Simplified Interactions

As this automated chatbot is integrated with Facebook Messenger, it simplifies customer interactions by removing language barriers.


Tangible time and cost savings

Facility for voice search

Simplified query resolution process

Quick routing to the right product page

Technologies that saved the day


Want to leverage the benefits of AI chatbots in improving the customer experience?

Read on

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Case Study

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