Paragon Technology and Innovation is one of Indonesia’s largest beauty companies, continuously innovating to deliver the best customer experience. As part of its commitment to digital innovation, Paragon introduced the Beauty Science Tech (BST) initiative—a large-scale event that brings together 14 beauty brands under the Paragon umbrella on a single platform.
BST aims to deliver an interactive customer experience by enabling instant and accurate product consultations. However, with such a broad portfolio of brands, Paragon faced the challenge of ensuring every customer received the right information without relying entirely on human agents.
Challenges Faced
During a large-scale event featuring 14 different brands, Paragon encountered several key challenges: providing automated product consultations, delivering accurate recommendations across multiple brands, and ensuring a seamless customer experience without full dependence on human agents.
Paragon needed to deliver fast and accurate product consultations for all 14 brands on a single platform, maintain an interactive and responsive customer journey without relying solely on human agents, and help customers better understand products before making purchasing decisions.
Solution Implemented
To address these challenges, Paragon implemented Qiscus AgentLabs as an AI Agent solution within the BST Live Chat. This AI technology was integrated into the BST live chat to provide automated initial consultations, using predefined questions to deliver accurate product recommendations based on a deep understanding of Paragon’s 14 brands.
With fast responses and no need to wait for human agents, the AI Agent ensures customers receive neutral and accurate information.
Throughout the BST event journey, the AI Agent greets customers, understands their needs through interactive questions, and provides relevant product recommendations. When necessary, the AI Agent seamlessly transfers customers to human agents during operational hours. If the customer’s questions are sufficiently addressed, the chat session concludes with clear and informative responses.
Benefits of Using Qiscus AI
Through the implementation of Qiscus AgentLabs, Paragon experienced significant operational benefits in product consultation. The AI Agent delivers fast and accurate product recommendations, reducing customer wait times and allowing customers to access in-depth product information before making purchase decisions.
Customers can access product consultations at any time without waiting for human agents, receiving quick and accurate responses that enhance satisfaction when seeking product information.
Additionally, the AI Agent handles general inquiries, enabling human agents to focus on more complex consultations. This combination of AI Agents and human agents significantly improves operational efficiency.
Implementation Results
Paragon expressed satisfaction with the implementation of Qiscus AgentLabs, which successfully enhanced their digital capabilities and efficiently served more than 350+ consultation chatrooms.
This solution not only accelerated and improved the accuracy of product consultations but also optimized operations by reducing the workload of human agents. As a result, customers enjoy a seamless experience when searching for product information, without friction or delays.
With Qiscus AgentLabs, Paragon delivers an innovative product consultation system that boosts customer satisfaction and demonstrates how AI Agents can strengthen customer interactions without removing the personal touch required in the beauty industry.
“With Qiscus AI, we are able to deliver intelligent and responsive automated product consultations, accelerating recommendations without compromising personalization. This solution improves service efficiency while maintaining brand consistency, ensuring a seamless and innovative customer experience.”
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